6 | Franchisee S.O.P.

6 | Franchisee S.O.P.

Sales & Marketing SOP             

  1. Choose product to focus your sales campaign on (Flowte Sport, Flowte Live, Workflowte)
  2. Choose which verticals to target (eg for flowte sport you might target soccer teams and basketball teams)

Leads Strategy                                                                                        

  1. Identify best lead source for your region and vertical (google ads, linked in, social media etc)
  2. Choose your Lead Qualification Rules (eg lead must be of size X to qualify)
  3. Add qualified leads to Flowte CRM into Lead Stage 1

E-Campaign Strategy                                      

  1. Send sales email campaign to all qualified leads using Flowte Marketing 
  2. Select the template "New Lead 2022" to send the email
  3. 24 hours after sending the email check Flowte Analytics
  4. If any leads clicked on the link - call them to follow up
  5. Try and book a meeting with the lead 
  6. If meetings are booked move the lead to Lead Stage 2

Meeting Strategy

  1. Meetings with leads should be run via zoom
  2. Use the Flowte office background for meetings as provided in the Flowte Media Pack
  3. Use the sales presentation and script for sales meetings as provided in the Flowte Media Pack

Quotation Strategy

  1. After meeting with lead send quote using the contract template from the Flowte Media Pack
  2. Send the quote using https://www.ilovepdf.com/sign-pdf to make electronic signature easy
  3. If quotation is sent move lead to lead stage 3
  4. If contract is signed move lead to lead stage 4

HQ Marketing & Social Media Strategy

  1. Submit any keywords to your account manager you would like added to Flowte's SEO algorithm. 
  2. Submit any content to your account manager that you would like added to Flowte's Social Media plan
  3. Submit any keywords to your account manager that you would like added to Flowte's Google Ads plan

Local Marketing Strategy

1. Advertise in local trade media for your target verticals
2. Join online professional groups: Sites like LinkedIn have groups for sharing expertise & networking
3. Sponsor Local Events provides a golden opportunity to raise brand awareness. 
4. Follow Up With Customers: Send a thank-you email following a sale to encourage testimonials. 
5. Register With Local Business Directories: Make sure Flowte is listed & correct any inaccurate information.
6. Don’t forget your local chamber of commerce, the Better Business Bureau, yellow pages & niche directories. 
7. Cross-Promote With Other Local Businesses 
8. Introduce Yourself to Local Media: Offer editors & journalists your expertise in topics related to Flowte
9. Host an “Experience” Event: Don’t just hold a sale - turn it into an “experience.”
10. Invite your customers and friends to share information about the event.

Setting up a virtual office address

If you do not currently possess an office address, you may follow the provided link, https://www.davincivirtual.com/loc/, to establish one. Davinci Virtual offers both physical and virtual office addresses, which can be utilized for mail receipt, telephone call routing, and client meetings, should you choose to visit the location. It is commonly observed that when an organization conducts business with Flowte in a new territory, having local support can alleviate potential reluctance from potential clients. Furthermore, for legal and financial purposes, it is necessary to have a physical address on record when adding your franchise to our website. 

Features:

  1. Professional Business Address
  2. Mail Receipt and Forwarding
  3. Lobby Directory Listing
  4. Lobby Greeter
  5. Internet and Presentation Tools
  6. Business Support Center
  7. Meeting Catering

Customer Support SOP

Customer Support | Required Software

  1. Register a standard account with Zoho Desk: https://www.zoho.com/desk/pricing.html
  2. Register a standard account with Slack : https://www.zoho.com/desk/pricing.html

Customer Support | Daily Agenda

09.00 - 09.15: Send daily report your territory manager  in the approved format
09.15 - 09.30: Update all support cases in zoho desk with which are "awaiting support"
09.30 - 10.00: Update all cases which are "awaiting customer"
10.00 - 11.00: Update all case which are "awaiting engineering/escalation"
11.00 - 11.30: Daily System testing as follows: A. Test phone numbers B. Test zoho desk C. Test website
11.30 - 13.00: Suggest enhancements for the Flowte Knowledge Base to your account manager. 
13.00 - 14.00: Perform one client training per week as scheduled by relationship manager.
14.00 - 15.00: Send list of any new feature requests or bug fixes to your territory manager.
15.00 - 16.45: Update all support cases before end of day (especially unresolved cases )
16.45 - 17.00: Send handover message in slack (please cc your territory manager)

Customer Support | Ongoing processes

  1. Monitor zoho desk for new cases with status awaiting support
  2. Monitor slack / internal chat system for new requests from your franchise team
  3. Monitor your flowte email address
  4. Run a weekly team meeting to cover all open matters
  5. Update slack if you are going to be busy for: a meeting, a break or focussed project work

How to | Manage Support Cases

  1. All cases must be logged in Zoho Desk
  2. Cases can be received as a ticket in zoho desk, as a phone call or by email. 
  3. Ensure all cases capture these fields  (A. Client name, B. case type C. contact name D. Client Tier)
  4. Cases defined as "awaiting support" should always be prioritised ahead of other cases
  5. If there are multiple cases awaiting support they should be prioritised by client tier. 
  6. When replying to a case the template "reply template new" should always be applied

How to | Troubleshoot Support Questions

(to use when struggling to find a solution)                                                                                                                                                                                                                                                                            
1. What specific page in Flowte are you having an issue with?
2. What is the error message?
3. What device are you using (Eg laptop PC, iPhone, etc)?
4. What web browser are you using?
5. Are you connected to the internet via local ethernet, WiFi or 4G?
6. Does the problem persist when you change connection type?
7. Is this problem  happening just for you or for all users of your organisation?
8. If you can see lots of tickets scanned but client having issues ask they can some tickets and not others ?
9. What scanners are you using (iOS or tethered)?
10. Please send a screencast of the issue happening

Relationship Management SOP

Relationship Manager | Daily Agenda

09.00 - 09.05: Send daily report to your territory manager in the approved format
09.05 - 09.30: Update all cases which have the status "awaiting engineering / escalation"
09.30 - 10.00: Book one client training session per month for the support team
10.00 - 11.00: Call 2 clients per day (unsolicited eg not pre booked)) using the check in template below
11.00 - 12.00: Circulate call notes to your territory manager, the client and save a note in Flowte CRM
12.00 - 12.30: Send updates for flowte.com  (news / case studies / team updates) to your account manager
12.30 - 12.55: Reach out to existing customers to sell additional services (eg hardware, add-ons etc)
12.55 - 13.00: Send handover message in slack to your team

Relationship Manager | Ongoing Processes:

  1. Monitor slack for requests from your team
  2. Monitor your flowte email address
  3. Attend scheduled weekly team meeting 
  4. Update slack if you are going to be busy for: a meeting, a break or focussed project work

Relationship Manager | Phone Check In Template

Call agenda
1. Make sure our clients are happy with the Flowte service
2. Upsell additional products and services.
3. Provide additional training on the Flowte Product
4. Provide suggestions as to how they could improve operations  / profit / customer experience etc
5. Provide Flowte company news e.g. new features releases, staff changes, new clients etc.

Call script
1.  Introduce yourself and explain purpose of call
2. Provide a recent statistical summary EG...Last month you sold X tickets and scanned Y tickets using Flowte.
3. Ask did they have any challenges using Flowte during the month
4. Ask how they would like to see those challenges resolved & what a good resolution would look like to them
5. Ask them what are their goals with Flowte for the next 1 to 3 months.
6. Advise how many of the training modules the system owner has completed
7. Ask when they would like to schedule the next session.
8. Advise of a relevant news story about the company since your last call
9. Ask if any of their associates would benefit from Flowte.
10. Agree a date for and action points to be achieved by your next call.
11. Circulate call notes to your territory manager, the client and save a note in Flowte CRM

Relationship Manager | Email Check in Template

Hi <<Firstname>>
How are you? I want to ensure you have a good experience while using Flowte.

1. Can you share your opinion of your experience with me? Feedback always helps us improve.
2. Our next quarter's product development meeting is coming up. Would you like to include any enhancements ?
3. Your account manager has let me know you would benefit from using Flowte to its full potential.
4. We noticed some effortless changes you could make to increase spend per fan.
5. E-commerce, email campaigns, marketing automation and social media apps are not currently used.
6. Our demo website shows you what you can achieve. Check it out here:  https://flowte.com/demo/
7. Would you like me to schedule a call with you or whoever is in charge of these areas?

Please let me know if I can assist you; I would be happy to help with anything you need.

Regards,
Insert "Relationship Manager Name"

Relationship Manager | Site Visit Template:

  1. Try to call once per year to visit each client at their premises
  2. Confirm all hardware is configured per the the Flowte hardware guide:
  3. https://help.flowte.com/portal/en/kb/articles/1-hardware
  4. Confirm all infrastructure is configured per the Flowte infrastructure guide:
  5. https://help.flowte.com/portal/en/kb/articles/3-venue-infrastructure-6-12-2022
  6. Run an on site meeting to ensure client is happy with service, support and the Flowte product.

New Team Member | Training Plan

DAY 1: Morning Session
10.15  | Send System Accesses email detailing logins for Slack, Flowte, Zoho Desk, Cloudtalk, email address
10.30  | Tour of offices if relevant 
11.00  | Introductions to other team members
11.30  | One to one meeting with CEO (detail expectations for employee & growth prospects)
12.30  | Lunch break

Day 1: Afternoon Session: Training Session 1 (per the training guide below)

DAY 2: Morning Session: Training Session 2 (per the training guide below)

DAY 2: Afternoon Session: Training Session 3 (per the training guide below)

DAY 3: Full Day Session (depending on staff role - cover the relevant option below)
How the support department works day to day
How the sales department works day to day
How relationship management department works day to day.

How to |  Send Release Notes

Step 1 : Receive release notes campaign from your account manager at Flowte HQ
Step 2 Open Flowte Marketing > Campaigns> Templates > from here add a template for the new campaign
Step 3:  Rename your template to Whats New: "Current Quarter, Current Year" eg Q4 2020" > update the content & links to the relevant new kb guides > Update the subject line > save
Step 4: Open Flowte Analytics > use filters rto create list of all your current clients > save the list
Step 5: Send the new template to the new list as a campaign using Flowte Marketing 

How to | Grant Access to the Flowte API

Please email your account manager to grant access (info@flowte.com)

How to | Run a Performance Review

(to use with your staff, we recommend you do this once per year with all staff)

1. How do you feel you are performing in your role?
2. What is your biggest accomplishment this Year ?
3. What’s your biggest challenge right now?
4. What things should we do differently?
5. What resources would be helpful to you right now? 
6. What project/goal(s) would you like to focus on in the next quarter/six months/year?
7. Which of our company values did you live best in the last few months?
8. What corporate/personal goals did you accomplish? Which goals fell short?
9. What would colleagues or clients say about their recent interactions with you?

How to | Interview new hires: 
  1. How did you hear about the role?
  2. What do you know about the company?
  3. Tell me about yourself 
  4. Walk me through your resume.
  5. Why do you want to work at this company?
  6. Why do you want this job?
  7. Why should we hire you?
  8. What can you bring to the company?
  9. What are your greatest strengths?
  10. If you had 2,000 unread emails & can only answer 300 , how do you choose which ones to answer?
  11. What’s your favourite non-professional activity?
  12. Where do you see yourself in 5 years?
  13. Tell me about a time you managed a stressful situation
  14. What are the values you are hoping to see in a company you join?
  15. How do you set goals? Outline the process.
  16. What technologies are you familiar with?

How to | Find & Share Client Contracts

  1. Client contracts should be saved to Flowte CRM
  2. To find a contract go to the account in question in Flowte CRM > navigate to the attachments section
  3. Make sure you send the most recent contract if there are multiple contracts

New Client Onboarding SOP

Onboarding Plan | New Flowte Sport / Live Clients

▢ STEP 1:  Send Welcome Email to new client from Flowte Marketing (use Welcome Email Template)
▢ STEP 2:  Email your finance team details of new client name, contact details & go live date
▢ STEP 3:  Configure New Client SetUp (per Step 3A below)
▢ STEP 4:  Order & ship all client hardware
▢ STEP 5:  Schedule and Run client Training (preferably by web meeting)

Step 3A (full details)
▢ A:  Open Google Chrome > New Incognito Window > Ensure your cache is cleared.
▢ B:  Navigate to your new organisation signup URL as provided by your account manager.
▢ C:  Fill form with info from client data in the format listed in steps D & E
▢ D: First Name: company name | Last Name: admin | Company: company name
▢ E: Email:  companynameadmin@flowte.<your territory domain> | Password: Flowte123
▢ F:  Settings > Users & Roles > Apply Flowte V3 role to clients user.
▢ G:  Settings > Users & Roles > Add user > Add any users requested by client &  apply role "Flowte v3". 
▢ H:  Admin > Venues > New Seated Venue > Build client seat map.
▢ I:  Settings > Account Info > Confirmation Email > Apply "2 | New Confirmation Design" (from your Franchise Master Venue)
▢ J:  Admin > Templates > Apply "1 | New Eticket Template Seated w Ent" (from your Franchise Master Venue)
▢ K:  Settings > Account Info > Apply client time zone & country
▢ L: Marketing > Websites > Apply suitable high res Client logo & bg image > Apply redirect url to client flow
▢ M: Email your internal team and request 4 eye check (include client user & pass in email)
▢ N: Prepare the data import file as follows & import at 6am GMT with engineer available:
                    a. Super Admin > Data Import > Get csv template.                
                    b. Ensure no duplicates / no blank First Name or Surnames
                    c. Ensure Maximum 20k records per file & one file at a time

Pre Training Organisation Checklist / 4-Eye Checks

▢ STEP 1:  New Client users added ?
▢ STEP 2:  Validate map & ga venue is built ?
▢ STEP 3:  Validate customer & tag import ?
▢ STEP 4:  Validate credit card transaction ?
▢ STEP 5:  Validate test event (mixed) & test product is built ?
▢ STEP 6:  Validate website is optimised (per step 10 in project) ?
▢ STEP 7:  Validate all automation templates added  ? (pre and post)
▢ STEP 8:  Validate all ticket and confirmation templates added 
▢ STEP 9:  Validate timezone and country are set ?

How to | Import data for new clients

Importing Contacts from 3rd party systems
  1. Go to Settings > Data Import > Contact Import > 'Get Template'
  2. Open template with Google Sheets or MS Excel
  3. The template shows all fields which are required by Flowte to import a contact
  4. If email address is left blank a "placeholder" email (xxxx@noemail.com) will be assigned
  5. Notes: will be visible in the Notes section of the contact record
  6. Subscribed: Is the contact opted in or out for marketing data. If Y the contact has opted in.
  7. To apply multiple tags - use a comma after each eg 'Member, VIP, Diabetic'
  8. Once your csv file is saved > click "Import CSV" > click your file > submit
  9. You will see the alert saying "import scheduled". You will receive an email when complete
  10. Validate the number of patrons (rows) is below 30k and then import into Flowte
  11. NB: Only ever import one file at a time. A second import may cause Flowte to crash
  12. The import table at the bottom of the screen shows details of your import
  13. If there were any errors, the 'Export Result' button shows the reasons
  14. The run and delete buttons allow you to manually start or delete a scheduled import

Importing Legacy Transactions from 3rd party systems
  1. Go to Settings > Data Import > Contact Import > Older Transactions > 'Get Template'
  2. Open template with Google Sheets or MS Excel
  3. The template shows all fields which are required by Flowte to import transactions
  4. Once your csv file is saved > click "Import CSV" > click your file > submit
  5. You will see the alert saying "import scheduled". You will receive an email when complete
  6. Validate the number of transactions (rows) is below 30k and then import into Flowte
  7. NB: Only ever import one file at a time. A second import may cause Flowte to crash
  8. The import table at the bottom of the screen shows details of your import
  9. If there were any errors, the 'Export Result' button shows the reasons
  10. The run and delete buttons allow you to manually start or delete a scheduled import

Client Training Plan

Training Session 1: 
Sales  / Analytics / Websites  ( 90 mins )                                                                                                                                                                                                                                                          
STEP 1 | How to copy or add an event. Follow guide below:
STEP 2 | How to Sell a ticket or product. Follow guide below:
STEP 3 | How to Use Express Sales. Follow guide below:
STEP 4 | Analytics: How to use reports and dashboards. Follow guide below:
STEP 5 | How to add Users and Roles. Follow guide below:
STEP 6 | Marketing: How to customise Flowte Websites & link from your website. Follow guide below:
STEP 7 | How to use the Knowledge Base ! 

Training Session 2:
CRM / Marketing / Automation ( 90 mins )                                                                                                                                                                   
STEP 1 | CRM: How to manage Contacts & Transactions. Follow guide below:
STEP 2 | CRM: How to use Automation.  Follow guide below:
STEP 3 | Marketing: How to use Flowte Social.  Follow guide below:
STEP 4 | Marketing: How to send and analyse email campaigns.  Follow guide below:
STEP 5 | Marketing: How to create special offers and promos.  Follow guide below:
STEP 6 | CRM: How to use Forms.  Follow guide below:

Training Session 3:
Merchandise / Access Control / Integrations ( 90 mins )                                                                    
STEP 1 | How to add a Product / Merchandise. Follow guide below:
STEP 2 | How to add a season package. Follow guide below:
STEP 3 | How to use: Renewals & Fulfillment. Follow guide below:
STEP 4 | How to Set Access Control | Get App Page. Follow guide below:
STEP 5 | How to use the Access Control Scanning Dashboard. Follow guide below:
STEP 6 | Marketing: How to use Flowte Integrations. Follow guide below:
https://help.flowte.com/portal/en/kb/articles/2-automation-integration

Training Session 4:
CRM / Marketing / Social (90 mins)
STEP 1 | Deal Pipeline. Follow guide below:
STEP 2 | Audiences. Follow guide below:
STEP 3 | Campaigns. Follow guide below:
STEP 4 | Campaign Analytics. Follow guide below:
STEP 5 | Social. Follow guide below:
STEP 6 | Flowte Dashboard. Follow guide below:
STEP 7 | Contacts. Follow guide below:
STEP 8 | Automation. Follow guide below:
STEP 9 | Templates/Creating and sending contracts. Follow guide below:
STEP 10 | Renewals. Follow guide below:

How to create a new org:

Open Google Chrome > New Incognito Window > Ensure your cache is cleared.
For Non Spain client go to: www.flowte.me/login/?a=signup  For Spain client go to:  www.flowte.me/login/?a=signup&r=345. 3
Fill form with contract info in this format First Name: company name | Last Name: admin | Company: company name Email:  companynameadmin @flowte.com | Password: Flowte123

Contact your account manager to add your new client to your billing report.

Customise your new org:

You can do so by going to CRM>Website

Switch between orgs:

Admin>Change location>select the org you want to switch to