Overview

Each Software Implementation Specialist (SIS) on the team has their own project load and strives to send each project live within 4 to 6 weeks. Each SIS works with their clients to configure the product purchased, train the client appropriately on the product/platform, and test the product(s) implemented before sending them fully live.

It is expected that the SIS will reach out to clients via email, Zoom phone, Zoom video conferencing, Zoom screen sharing, and Basecamp to engage clients to complete the required Implementation tasks and keep them moving forward on their projects.

It is also expected that the SIS will reach out to each of their clients with actionable requests 2-3 times per week via multiple forms of communication to keep the client engaged and moving forward on the project.

Each SIS will use Mission Control on a daily basis to keep track of the progress on each project and will reference the https://bluetent.atlassian.net/wiki/spaces/PROD/pages/1455063071

New Client/Project Introduction

Once a client has completed all the Required for Project Start tasks during the Coordination phase, the Implementation Coordinator will assign the project to the next available SIS. The assigned SIS will be notified of the newly assigned project in multiple ways:

“Introduction to your Implementation Specialist” message from the Coordinator that informs the SIS and introduces the client to the SIS
Project assigned to the SIS in Mission Control
SIS added to the Basecamp project
SIS introduction to the client via the handoff message from the Coordinator

Configuration

The SIS will work to configure the new product (development website, Boost engine, or Hub engine) based on the information gathered during the Coordination phase. The SIS will complete initial configurations and then will work with the client to verify that things are configured properly for that client.

Training

The SIS will work to train the client on the dashboard of that product. It is encouraged day-to-day users of the product involved during training and to get at least 2 members of the client’s team trained on the basics of the product so that they can then train the rest of their relevant staff members. It is also encouraged to get the client “in the driver’s seat” during training to ensure engagement and information retention.

Testing

The SIS will work with the client to do some testing before the new website, Boost listings, or Hub listings are sent live.

For Cloud/Essential websites, use fake credit card number as detailed here
For Boost, reach out to OTA channels to let them know that you are doing a test booking
Register Boost test reservations in the spreadsheets below:

Process for Closing out a Project

Please see the article below for identifying when it is ok to close out a project. The article will help you identify the appropriate time in the project lifecycle to take these actions and the steps to take in order to close the project out.

Handoff to Support/Client Success

Once the Implementation project is complete, site/units are live, the SIS will update all fields in the Mission Control.

At this time, Boost projects with 20 or more units will qualify for a Client Success Manager (CSM) and the SIS can work to schedule a CSM Handoff Call. The goal of the CSM handoff call is to introduce the client to their CSM as a point of contact for discussing strategy and optimization of their listings on Boost.

Stuck Client Process

If a client is not making meaningful progress on the project, follow the general guidelines in the link below and discuss with the Implementation Manager and the Implementation Coordinator.