How do I help a customer get connected with Onboarding?

This is the internal procedure for Firefly team members who need to connect a customer to the onboarding team.

Last Updated: May 30, 2024

Link to Resources in Hubspot: You may not need to go to either of these pipelines, but they can be helpful if searching for a deal/ticket that is related to a customer. 

• Sales Pipeline
• Onboarding Pipeline
  
  

Quick Links: 

• Onboarding Overview
• Determining where the customer last left off
• The Customer was already passed off to Onboarding
• What about outliers?

Onboarding Overview:

 For the past few years we have had onboarding options for customers. In 2023, this looked like sales emailing a new customer and offering training with Adrienne or one of our CSMs. 

Starting in December 2023, we moved to an official onboarding hand off process for new customers. 

Currently, if a customer who did not have an opportunity for the onboarding offered at the end of 2023 reaches out and asks for help setting up their park, or wanting to go through onboarding we can offer them this service. It's usually few and far between. 

💡 The sales to onboarding process includes many automated workflows in hubspot, so it is important that if the customer you are working with, does need onboarding the right workflows are triggered. 

Some customers sign up for Firefly when working with a sales representative, and then disappear for a while when they realize now is not a great time to make a switch in reservation software. If the customer is not yet "active" - meaning they do not have a card on file, they will most likely go back to the sales team for the initial point of contact. 

Video Walkthrough: 

[If you produced a training video on this topic, embed it here.]

Determine Where the Customer Landed

 This part takes a little bit of Hubspot digging

1. Check to see if the customer activated their Firefly account (added a card on file)
   1. If no card on file, they will be directed to Sales. To find out if they were already working with a specific sales rep, look at their contact and company record for any emails / call logs that would indicate sales activity. Sales will be their next main point of contact, and from there can hand off the customer through the most current Onboarding processes. 
   2. If there is a card on file, then they might have already been passed off to Onboarding depending on when they became a customer. See section, Customer already Worked with Sales, where do they go?
2. Check see if the customer has any deals associated to the Company Record. 
   1. If there is a deal, this will tell us if and when the deal was closed, and if they received Onboarding as a result of the time the deal was closed (ex: before Nov 2023 or not). If the deal is in process (ex: not closed-won or closed-lost) pass the customer back to the sales rep who owns the deal. 

1. 1. If there is no deal then we keep looking in hubspot. Go to the next step:
2. Check to see if there is any email or call history with a current sales team member. This is going to tell us if the customer had a sales representative as a main point of contact or not. 
   1. If there is contact with a sales representative, that will be who you hand the customer back to. 
   2. If there is no contact with a sales representative, 

Customer already Worked with Sales and Success, where do they go?

If you see that a customer has already worked with a CSM, and they are needing a specific point person to talk to, then you can direct the customer back in their direction. 

What about outliers?

If the customer is needing general success training and additional help more than is within the scope of support, then you can direct them to the round-robin success calendar link to book a time, or provide the success@fireflyreservations.com email 

🙋‍♀️ Still wondering where to send this customer? Add a link to the Company record in the Sales and Support chat, and the team can help decide if they go back to sales, or get routed directly to the Success team.