Basic Customer Implementation Checklist

As of 5/2/2022: A new version of this process street workflow should be created for each new implementation to ensure all the steps are followed.

Note: Some of the steps won't be applicable due to either the edition or because they elected not to use certain features such as Automation/Rules.

Action:  New Implementation is communication via Sales to CS, Sales marks deal in Pipedrive as "Won"

• The deal automatically communicates that the deal has been won in the "Customer Success" Teams Channel
• The customer's deal goes to the "Pre-work" section of the CS director's pipeline

• Timeline Duration: 1 day
• Action: Director reviews Sales document and assigns to correct CS rep (example)
  • Director creates folder for org in Customer Success Shared Drive (Current Implementation Folder)
  • Transfer Ownership of Pipedrive deal to responsible CS rep OR creates new deal for Add-Ons (ex. Legacy Internal Med)
  • Insert any Persons on the team to Pipedrive 

Customer-facing step*

• Action: Sales to send an email with brochures and introduces CS Rep
• Note: Same email thread should be used for CS Reps to organize the Discovery Call

Kick Off Email Template:

Customer-facing step*

Important things to Keep In Mind: 

• Same email thread as sales
• Ask them if they prefer Google or Teams for a meeting link
• Be mindful of different time zones

 Send:

• Dates/Times that work for your schedule within your initial responses
  • Bonus if you can include the Account Manager 
• Outline what to expect
• Data gathering Part 1
• Agenda (Need to Create one)
• Intake Form (Kelly to Complete)

Example CS Email 

• Create a Google Calendar invite and send it to the organization 
• Review Sales document. Here's a template if Sales didn't use it for the closing of the deal
• Place the following in org's google folder
  • Create a discovery call document from sales document by copying it 
  • Make a copy of blank paste grids
• Ask a more tenured specialist to join you (new hire/first-timer only)

Customer-facing*

• Timeline: No more than 1 week after Sales handoff 
• Duration: 1 hr
• Agenda: Needed
• Actions on Call:
  • Introductions
  • Review Agenda
  • Review Milestone visual
  • Ask Questions of Customer
    • document created in the previous step
  • Answer Questions from Customer
  • Explain Data Gathering Spreadsheet
  • Review Next Steps

• Good communication is the key to a successful implementation at Intrigma.
• We don't wait for the customers to reach out to us for them to get their questions answered  
• That is why every customer interaction we have should come with follow-up emails!

Discovery Call F/U email should include:

• An appreciation for their time/efforts on the call 
• Summary of the call - "What did you achieve on the call together?"
• Next steps - Data gathering/Org Build 
• Identification of any discussed deadlines their shooting for and what the dependencies are
  • Explaining that our org build cannot complete without their data so the timeline is dependent on when we get that back
• Any other relevant details you'd wish to include

• Timeline: 2-5 days from discovery call
• Action: Create Deadlines for Orgs to keep them on track? 
• Customize Timeline document?
  • Template

Action: Creating the basics of the organization should now take place to get a head start!

• Specifically, all the steps up until 6B, "Add shift types with paste grids", can be completed using the document below
  • How to Configure an Org

Action: Customer dependent but we should be checking in on a structured schedule to ensure that we are pushing them along

• Tip: Use tasks in Google Calendar to create reminders to check in on the site. 
• Completed Data Gathering Part 1 example
  • Northern Louisiana

Action: Ensure all core team contacts have been added as "Persons" and associated with the organization

• Need to know the scheduler's contact information to do this. This should be included in Data Gathering Part 1

• Action: Convert Data Gathering Part 1 into Part 2 and send it back to the customer to fill out
  • Northern Louisiana
    • Completed Data Gathering Part 1 example
    • Converted Data Gathering Part 1 to Part 2 example
      • Make a copy of this and copy and paste the users and shift types from Data gathering part 1 into it

Action: Use Boolean Values in place of Xs. All cells with an "X" in them should be converted to TRUE and anything else should be converted to False

Tips: Use spell check and find/replace within excel 

Build User Groups from Data Gathering + an "All Users" 

Open Shift Setup (If Applicable)

• This step is VERY important for sites that are ADD ONs
  • Example - Legacy Health

Customer-facing*

• When: After the organization has been fully configured
  • Dependent on data gathering completion but ideally 1-3 weeks after the discovery call
• Who: This should only include the admin from the account

Action: Create personalized agenda from this template

Customer facing**

• Make sure to record the training

Steps: Impersonate the organization>Load Module>Account Maintenance> File> Create Scheduler Account>Find User>Insert 10 Character Password (PW Generator)>CC [email protected] so that it goes to support

• Make sure they get access to the recording 
• Communicate that Scheduler Accounts have been created and instructions have been sent 

• Use google tasks to check in on a schedule 
  • See if they have questions 
  • Check on progress made 

Hand-Off Details

• Make sure that the deal has been transitioned into the appropriate bucket in Pipedrive

Define Onboarding Status:

Optional: Add any relevant notes regarding customer readiness - how confident you are in them being successful with the platform, how confident they feel, how motivated they are.

Retrospective template