Phase Zero
Freshsales Deal: The Sales Department needs to contact the customer and make an offer. The customer needs to accept the offer and the sales needs to let us know to proceed with the onboarding. In Booking Factory, the offer depends on the number of units, but location and the number of properties in the system can also be relevant. If the customer hasn't been contacted by sales yet (we haven't been informed of any deal), you can create and assign a Fresh Desk ticket to sales, send the information you have, check it with them and request them to get in touch with the property to make a deal. The sales usually adds the subscription, but this would need to be confirmed with them, we need to make sure it was done, through a ticket in Fresh Desk.
Sign-up form: Sales should be sending this form to potential clients to see the amount of units to base their offer upon etc.
If that has failed and support/onboarding is having to deal directly with the client, we can send it as well and start pushing Sales to finalize and sign off on the deal. The form can be found here and a filled out version will populate a ticket in Fresh Sales to action on the support side.
First Meeting/Phone Call: The first meeting aims to understand the customer’s onboarding needs. Determine if they require an import, the types of bookings they have, and any connections they need. If they don’t already have a demo account, show them how to create one, how to set up users, and provide the link to our quick setup guide, user manual, and help center. The goal is to let them know we are actively working on their onboarding and encourage them to complete the quick setup before the next meeting.
Phase One
Setup Review and Meeting: Review the settings and assess what the property has achieved with the quick setup guide. Organize a meeting to complete the setup.
Import and Mapping Files: Obtain import and mapping files from the property and schedule an import task for the developers if needed. This needs to be scheduled with at least one week in advance through a Redmine ticket for the import. We pull future reservations from Booking.com, Expedia, and Airbnb, and organize an import task for the developers if there are more than 50 manual bookings. If there are fewer than 50 manual bookings, either we or the property will need to add them.
For Icelandic Properties: Obtain the Hagstofa ID, inform them about the statistical reports, and their setup requirements.
Homework: Assign tasks such as reading articles and watching instructional videos.
Phase Two - Finish Setup and Connections
- Import the bookings or add direct bookings manually if there are fewer than 50 bookings.
- Set up a payment gateway.
- Assist with setting up the accounting connection.
- Connect OTAs.
- Establish Travia connection, if applicable.
- Organize a training meeting.
Phase Three - Loose Ends and Onboarding Completion
- Double-check all setup details.
- If needed, have a final meeting with the customer to address any last questions.
- Confirm that the onboarding process is complete.
- Remind the customer how to contact support for future assistance.