Product Implementation Team
The Product Implementation Team works specifically on implementing Rezfusion Boost, Rezfusion Cloud/Essential, and Rezfusion Hub products for new and existing Bluetent clients.
Product Implementation Process Overview
Client Journey: Sales > Billing/Operations > Coordination > Implementation > Support > Client Success
The process begins with our Sales team. Sales reps will work with new and existing clients to determine which Bluetent products and services would be the best fit for each client. This process involves multiple outreach calls, product demos, etc. Our Sales team uses Salesforce to keep track of leads and prospective clients and an Opportunity get created in Salesforce to track this process. Once a client has decided that they want to purchase a Bluetent product, our Sales team works to get them a contract and then sets the Opportunity to “Closed Won” once the client has signed that contract.
Once the Salesforce Opportunity has been Closed Won, then our Billing and Operations team work to create a Project in NetSuite (and client record if they are new to Bluetent). Once the project has been created in NetSuite, then the Product Implementation Coordinator is notified by Billing/Operations of the new project and can then take action on the project.
The Coordination phase of Implementation ensures that the product that was purchased is the best fit for the given client, that the client understands what they bought and that expectations are set appropriately for what the end result will look like as well as what will be required of the client through the implementation process. The Product Implementation Coordinator works to gather all the basic information needed to get the project started. Once the client has provided all the basic prerequisites, then the Coordinator is able to assign the project out to the next available Software Implementation Specialist.
Each Software Implementation Specialist (SIS) on the team has their own book of business 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.
The handoff to Support and to our Client Success (CSM) team involves passing along relevant notes and information about the completed implementation so that the our Support and CSM teams are set up for success to best assist that particular client once they have gone live.
Billing to our clients will begin 6 weeks from the project start date. There will be certain exceptions to this rule and these can be discussed on a case by case basis. Reasons for delaying billing would be:
Product is not yet ready to implement (technical blockers)
Client is not yet live with their Property Management Software (PMS) system
Project delayed by Bluetent (no fault of client)
If the project is not yet live/complete, billing will begin as a way to encourage the client to make progress on their assigned tasks and wrap up the project. Examples of when to begin billing even if the project is not yet live/complete:
Client is unresponsive and past the 6 week billing start date (4 weeks of no response/action from client with 2 actionable emails/voicemails per week)
Client is stalling or making excuses after 6 week billing start date
Additional Relevant Information
Existing Boost clients that want to add a channel need to complete this form: https://www.bluetent.com/boost-channel-updates/ Once this form has been completed, then the Client Success team will update the client’s Boost subscription information so that Billing/Ops can proceed appropriately. As soon as a project has been created in NetSuite by Billing/Ops, then the Coordinator can work to start the coordination process with the client for that new channel.
Existing clients that plan to migrate to a new Property Management Software (PMS) system need to complete this form: https://www.bluetent.com/software-switch/ and can learn more about the PMS migration process here.
Existing client who wish to cancel services with Bluetent need to complete this form: https://www.bluetent.com/cancellation/ Once a client has filled out a cancellation form, the Client Success and Billing/Ops teams will work to close out that client’s subscription, and collect remaining balances. Active implementation projects that cancel should get set to “Closed” and “Closed Not Live” with notes in the Log about their choice to cancel.
Internal Sales Referral Link: https://www.bluetent.com/referrals/