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.
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SECOND STEP
- dig in to their usage
- Examine the firm to determine what is being under-utilized or ignored
- Check Admin Firm Settings for Features that they are not yet using
- Check their Approval Process & Custom Role Aliases if any
- Ghost as a Promotions Director/Firm Admin and check:
- People - Is there a Firm Admin? Are there too many Firm Admins?
- Firm Options - What is in use?
- Prompt Sales for Event Info
- Auto Email Winners
- Cancel Option for Sales
- vPPO Integration
- Proposal Workflow with and Approval Process
- Auto Archive Expired Prizes
- Jobs - Are there any "task" types of jobs listed?
- Equipment - Is any listed? Are there any Packages?
- Winners - Have Dupes been detected?
- Default Fulfillment Notes
- Default Event Notes
- Winner Email; Templates
- Prize In-House Email Templates
- Liners (Are they scheduling and by which method)
- Contest Plays
- Calendar - Check to see how busy
- Examine a few PRF Details to determine whether one person is doing everything, or whether Sales is submitting PRFs
- PRF Categories - Are there multiple PRF Categories that could be reduced and simplified?
- PRF Forms - Look at the forms to ensure that the fields all make sense for that PRF Category.
- Sponsorships - Are there any sponsorships listed?
- Quick Filters - Have they created any Quick Filters?
- Liners - Are there any on the grid for any stations?
- Plays - are there any on the Plays Calendar for any station?
- Settings / Firm
- Settings / vPromo
- Search HubSpot for Tickets from the Firm to get an idea of what the challenges have been, if any.
- The CST dashboard vPromotions Quick Look tab will give you access to check the number of PRF’s, liners, plays and wins for a set time period. This is the dashboard Doc created and you all have access to it in your vPPO account in the dashboard link. If you don’t have access to the dashboard, please let Shelly know.
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 six fields we need to be sure are filled out in the left navigation view. Most details are going to be in the note.
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 sent from the HubSpot CST ticket.
{Email example}
Subject: vPromotions check in for (put the market) Indianapolis
Good morning Jerica and Aaron!
I am reaching out to touch base with you on the vPromotions system and to see if you have any questions on it at this time. It looks like things are going well! I see most of the features are being used and they look great.
I see you are both set as Promotions Directors and you are both set up to receive PRF approvals - do you share responsibilities for approving? The system is designed to send the approval notifications to one person per role/per station. So as you are both set up those approvals would go out to either of you, but not both. Would you like to make any adjustments to that process?
Just a note, we recently added a place for on demand style training which is available in everyone's accounts. Click on the graduation cap icon in the upper right area of your account to access those. They are handy for any new staff or if current staff would like a refresher. There is also a Quick Tips section for vPromotions you can find in the Help section (the ? icon next to the graduation cap). Here is the direct link for those - https://vcreative.zendesk.com/hc/en-us/sections/4433040986139-vPromotions-Quick-Tips. Everyone has that in their account as well. Please have your account open if you click the link. Quick Tips are short video tips on different features in the system like variable prize contests or adjusting your filters. 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 on air staff.
Firm admins remember you can remove any users from your market by going back to your settings - firm tab - people. There is a trash can icon to the right you can click to delete any users no longer with you.
Another note there are reporting options available for you by hovering over your name in the upper right corner of your account and choosing Reports.
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).
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}
Aaron Klauber Promo Dir/admin. So is Jerica Bean. They have both created several current PRF's. They both have approvals on for all stations. SM - Promo Dir approval process. Jerica's calendar page is filled with task assignments. She has over 100 items in her task list - current job assignments. They are making great use of those.
-extremely full calendar - between 25-30 PRF's per week
-they are using sponsorship PRF's for digital sponsorships and housing many files in the PRF's
-they are running many contests; on air, website and social media-plays/prizes all look good
-assigning people to PRF's for tasks and jobs - many new jobs created
-they have close to 25 active PRF categories and have customized most of the forms
-AE's are submitting PRF's
-events look good - assigning people and equipment
-they are using electronic docs
-many features created on all the FM's
-using sponsorships and they look good
-liners being used on all the FM's - legacy liner scheduling
-they are using campaigns and they look good
-not using proposals
Data since 5-25:
PRF's - 759
Liners - 8546
Plays - 4254
Wins - 3888
Features - 0 - they were all created at the beginning of the year - far before 5-25
Sponsorships - 0 - they were all created at the beginning of the year - far before 5-25
This firm is excellent - using almost all the features to the full potential
Going to reach out to Jerica and Aaron
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.
If you have any questions on CST’s - please reach out to Shelly