The purpose of these reach outs are to:
1) Ensure that our clients are happy and up-to-date on the latest available features in the vCreative products they are using.
2) Find out how they are using the system and make them aware of features or tips to better utilize the system.
3) To collect documentation about each market's usage, questions and concerns.
4) Since we are now reaching out to users annually, please be sure you are taking your time on each one to include as much information as possible and pinpoint any pain points. Also document where they are doing very well.
My "Open" CST's
If you have access to HubSpot and work on the help desk, then you will also have a tab/view labeled "My Open CST's”. In this folder you will be assigned tickets from various firms/markets. Each day it is your responsibility to reach out to the markets that you are assigned and gather the info requested below to learn more about how they are using our systems. Take your time with each one. We are also looking for details about the firm. "Everything is running smoothly, no issues in this market." is not an acceptable check-in.
Preparing to reach out
FIRST STEP
- CHANGE the Last CST update to today's date (the day you are doing the reach out) right away and adjust the Set auto-reopen reminder to 2 weeks.. The auto open reminder dictates when your ticket will ‘open’ for you again. So if you don’t change it to 2 weeks (meaning it will open again in 14 days) the ticket will reset to the original time and that firm will remain without contact for way too long.
.png?width=399&height=435&name=image%20(8).png)
SECOND STEP
- dig into their usage - using Doc’s vCST Dashboard you all have access to in the Dashboard section in your vPPO account. If you don’t have access to the dashboard, please let Shelly know.
- run your stats for the firm from the last check in date.
- in the Roles/Abilities tab you can find who is set as Prod Dir and admin
- in the Users & Stations tab you can see if any users are not active and make a note of that. Ask about anyone not active in the last 60 days. Also in this tab you can see the list of how many terrestrial and how many internet stations that market has.
- in the vPPO Stations and Integrations tab you can see if they have autodub on, along with any other integration
- in the vPPO Voice Pools tab you can see if the market is using a voice pool and how many requests were submitted in that time period
- in the vPPO Autodub tab you can see how many dubbed spots there were in the time period, along with how many were autodubbed and how many were human dubbed
- in the vPPO Spots/Workload tab you can get the needed stats for that time period:
- spots and the breakdown of terrestrial, digital, etc.
- orders submitted
- specs created
- past due
- drafts
- also in that tab you can scroll down and see the breakdown of POC assignments.
- Search HubSpot for Tickets from the Firm to get an idea of what the challenges have been, if any.
Third STEP - fill out CST (example CST at the bottom)
- Record the story details on the CST as a note. Contact person, any previous notes about that firm, main users/roles, etc.
- Check the active user list and make mention of those who may no longer be there
- We are being asked to 'grade' the firms using the options A,B,C,D or E. That dropdown is found in the left side column. Also include in the title of the CST 'not using' if that firm is not using the system. Remember to update the grade as the firm improves. A is excellent - using all or most of the features and they look good. B is good - using some features or using the feature they want and they look good. C is could improve - using only one or two features. D is poor - they are dabbling in it but nothing consistent and what they are doing has issues. E is not using.
- Record the data found in the dashboard - see the sample CST for the details to include
Here are the fields we need to have filled out for a vPPO CST:
In the email acknowledge the good things and offer what they aren’t using. You can also include the training and Quick Tips information and offer group refresher training if they would like. Email communication should be done on the HubSpot CST ticket.
-verify and re-verify automation and traffic systems every time you check in please, so we always have the most up to date information (add a date in the fields after the product so anyone looking can know when we last updated it)
{Email example}
Subject: vPPO check in for (put the market) Grand Rapids
Hi Cassie and Elena!
I am reaching out to touch base with you on the vPPO system and to see if you have any questions on it at this time. Also, please let me know if someone else should be the contact for production in Grand Rapids.
Are Steve Aldrich, Brad Allen, Lori Bennett, Tara Broomfield, Ryan Dacey, Ben Davey, Derek Falter, Buzz Goebel, Joe Greene, Brett Hayes, Andrea Lange, William Mann, Jordyn MuskovinJon Russell, Bill Simonson, Jonathon Van Hulle and Felicia Yager still there?
Could you please verify which automation system and traffic system your market is using?
I noticed there are several old PO's in your market. If you click into your All folder you can see them all. Some going back to 2017. From what I can tell, the workflow was just never completed on them. Not checking dubbed or scheduled, etc. When you have the opportunity, you can go in and change the status on all those old PO's to archived so they move out of your folders if you would like to get them out of the way.
I also noticed your firm isn’t using our autodub feature. This is where vPPO can ‘talk’ to your automation system and allow it to pull in audio from final spots directly rather than spending man hours doing that. Please let me know if you are interested in additional information on that feature.
We recently added a Quick Tips section in our Help icon - https://vcreative.zendesk.com/hc/en-us/sections/4431873063067-vPPO-Quick-Tips - these are quick video tips on various processes like how to delete your drafts or extend the end date on a PO. We have also added a Training section which includes full training. Here is the direct link for those. https://vcreative.zendesk.com/hc/en-us/sections/9038895104795-TrainingsEveryone has both Quick Tips and Training in their account. Please have your account open if you click the link. We would also be happy to offer any live refresher training for groups of users who might benefit from it, for example your sales team or your producers.
Please email me back when you can with any questions you may have and requests for group training if you would like one. We would also love to hear your thoughts on how the system is working for your market. Thanks so much and I look forward to hearing from you!
Once They Respond
-
- When the contact responds, their response email will also be on the CST. If there are follow up questions also record on the CST what you are following up on as a note. The idea on these CST’s is to hold all the information for ongoing issues, questions or concerns. Depending on their response, reset the ticket to the necessary reopen time. Back to 1 year if they are doing well. Or any other needed time period if follow up is required sooner. If they ask for full group refresher training, please create a training request ticket and pass it along to the proper contacts (Tom, Shelly, Aaron or JP).
- Before setting back to pending with the necessary CST reopen date, but sure you have all the details on the left column adjusted. Voice pool yes or no, autodub checked if using, any other integrations chosen, contact person, grade, client tier, automation and traffic systems, etc.
- In the traffic and automation systems fields please add a date so anyone looking knows when we last verified.
Failure To Contact
-
Once your 2 week reminder opens (two weeks after the original reach out), try to reach out one more time, and adjust the reopen time to 1 week. Change the ticket to pending reopen again so it will open after one week. If you receive no response after reaching out twice, make a note on non response and reset the ticket reopen time to the necessary time period based on what that firm requires.
1) Make a note "This market is not active", "this ticket does not require market contact..."
2) Remove the auto reopen date
4) Change the status to Closed
{CST example}
Paul Arzooman, Thomas Fehn and Zach Martin, David Plotkin, Dermot O'Neill and Doug Doescher all Prod Dir. No one has local admin. Eight terrestrial and six internet stations. Autodub is on. So is ECN, WideOrbit and Quu integrations. Using Audacy - Voice Pool and Audacy - New York Voice Pool.
Are Susan Aller, Jo Causi, Doug Doescher, Michael Ferranti, John Foxx, Jason Goldstein, Mike Kaplan, Dan Kelly, Kevan Kenney, Phil Locascio, Ed Lover, Caroline Mahar, Anthony Malerba, Zach Martin, Johnny Mingione, Christine Richie, Kristina Schoenbeck, Scott Shannon, Matt Sneed, Bonnie Stewart and Dave Stewart still there?
Data since 4-20:
Spots - 3264 - 3178 terrestrial, 14 terrestrial + stream and 72 stream
Orders - 1848
Specs - 93
Past Due - 77
Drafts - 47
Voice requests - 38
Dubbed spots - 3167 - 2053 autodubbed and 1114 human dubbed
All POC's being used. David Plotkin doing most writing and most producing. Mostly autodubbing. Traffic is spread out.
Reaching out to David, Dermot and Thomas - will ask about any autodub issues with it being used only 2/3 of the time.
Summary Note
Once you have done all the digging in once for a firm, the hard part is done! For future check in’s you will already have all this information and there won’t normally be many changes unless there are internal changes with that market. Moving forward reverification is what you’ll be doing.
If you have any questions on CST’s - please reach out to Shelly