Standard Operating Procedures Manual – In Progress

Onboarding New Client 

A client enquiry will be received in the following formats:

  • By email
  • Networking
  • By phone

Stage 1

How to onboard a new client enquiry;

  1. All client correspondence to be recorded in Capsule (use gmail integration links).  Sales Team passes on the new enquiry to the admin team via email.
  2. Admin creates a client on Capsule and under the ‘Opportunities’ tab adds the track called ‘Add New Enquiry to Capsule’.  Follow the sequence of the tasks in the track, the task is then referred to the Sales Team for next action.
  3. Admin team ensures the appropriate ‘Tag’ is added to the client on Capsule to identify at what stage the contact is (i.e. Prospect, Client, Supplier)
  4. Once the sales team have reviewed the Endole information they will confirm to the admin team the next action:
    • If the decision is to proceed with the enquiry the Admin Team creates the tracker ‘Sales Team Client Meet & Quotation’
    • If the decision by the sales team is not to proceed further, the Sales Team will email the client to confirm we cannot assist and the admin team closes the tracker.

Stage 2

Sales Team Client Meet & Quotation

  1. Sales Team meets with the client and adds notes to Capsule
  2. Sales Team creates quotation in Xero
  3. Once the quote is completed, the sales team updates the tracker to allocate task to the admin to issue quotation to client and diary for response.

Stage 3

Quotation Acceptance.

  1. On acceptance of quotation admin updates track and issues onboarding template email
  2. Once T&C signed issue invoice to client
  3. On receipt of payment of 50% deposit allocate tracker to Design Team

Stage 4

Brand Design & Website Design

  1. First Draft of Brand design/website design submitted to client
  2. Amendments made; 2nd draft submitted to client
  3. Changes agreed and completed
  4. Task allocated to Admin

Stage 5

Final Invoice

  1. Admin Team issue invoice for balance payment due to the client
  2. On receipt of payment admin team creates Website Support (Go Cardless) data to Xero
  3. Update client on Capsule (tags) where did enquiry come from?  If the tag isn’t shown, discuss and agree with the team what the new tag should be called before adding a new tag.  This ensures we have continuity and ease for searching and filtering.

Servicing Existing Client (Website Support) 

For those clients who subscribe to our website support service they will contact us in the following ways

  • By email
  • By phone

Where the client contacts us by email or phone;

  1. Admin Team to save email from client to Capsule using gmail integration.  If received by phone, admin team to record activity under the ‘History’ tab.
  2. Admin team to create track on Capsule against the client under ‘Projects’ tab called ‘Website Support Request’
  3. Admin team to issue the template email called (ticketing).
  4. Admin team to delegate task to design team to make change/investigate issue
  5. Design team to complete task once request from client satisfied

Adding Service Partners/Non Clients to Capsule

Where the details have been obtained by the Sales Team the following process is followed:

  1. Admin Team to add contact details to Capsule
  2. Admin Team to add appropriate Tag to confirm where the source came from
  3. Where appropriate admin team to add task for Sales team to contact to discuss collaboration/services they can provide Yazaroo

Adding Job Enquiry to Capsule

Where the Sales team have identified an excellent candidate to join the Yazaroo team the following process is followed:

  1. Add contact to Capsule with hard facts
  2. Attach CV to file
  3. Add the Tag ‘Job Enquiry’ which is a searchable field.
  4. Add task for Sales Team to contact Job Enquiry if applicable

Adding Tags to Contacts on Capsule

All contacts added to Capsule must have a corresponding Tag added.  The list of Tags can be found in Capsule under Account Settings,  Tags and Data Tags.  Please agree with the Office Manager before adding any new Tags to ensure consistency, avoid duplication and filtering clients remains simplistic.

Prospect to Client

Once a Prospect has purchased our services and takes up our website support monthly service their Tag should be changed from Prospect to Client.  This is part of the Track process under Projects and forms part of the 'Completion of Web Design Project' on Capsule.

 

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