Professional Services

Purpose: An hour long time window that can be used to assist the account admin in whatever they need help with. Who: The account admin/administrator of the company Spotio account  and the Customer Success Manager assigned to the account Available to: Customers who purchase the Advanced Success Packages or purchase the Professional Services add on Goal:  To help solve a problem that the account admin/admin/managers are facing through setting up customized time with a customer success manager to help solve the problem Professional Service Topic Ideas: Team or Manager Training If they want to set up a custom team training; this can be used if those on the advanced plan used their training time for managers team but ALSO want us to train the users too or visa versa Database Cleanup: If they have made a mess of their database and want us to export everything, clean it up and then import it over to clean it up Import List Formatting: If they have a sales rabbit list or if they have an outside CRM list that isn’t going to be formatted correctly they can use the professional services time to have us format their lists correctly Adding in Users: They need to supply us a list of users with the necessary information: Name Email Reports Too Primary Team Permissions User Permissions Then we will go through the process of adding each user and building out their hierarchy From the Web App - Settings > Users > User Management > select Add Member > select Update Report Customization or Training: If they need assistance building out custom reports that Spotio is capable of creating Teaching how to create reports and how to decide between a standard and historical report Building out templates they can use for reports moving forward Exporting If they need assistance building out custom data reports they are wanting When they want Spotio to export their data and transfer it to another account This will apply to the Admin and Reps separate account   Whatever the customer comes up with They can use the hour training as they see fit so as long as what they are asking for help with IS something SPOTIO is capable of doing/creating Process Customer lets us know what they want our help with.  If it is a training or list formatting or user import then we can immediately schedule the time to perform the professional service If it requires a fact finding or preparation before the professional service can be completed then schedule a 15 minute call first to make sure we are on the same page During the call, the CSM will inform the customer of how many hours the work will take to complete and how quickly they can get startedInternal Notes: Customers do come up with various scenarios but they generally follow the above key points. Something to note is that Professional Services only be offered after the self service option has been provided. The the one time fee is applied It’s important to note that Professional Services is a minimum charge of $150. Thereafter the customer will be charged on a per hour basis of the same rate Customers other options: If the customer does not want professional services they can user available Spotio resources like The Support Forums - https://support.spotio.com Chat Services - can access from the website or while logged into the web or mobile app By E-mail - support@spotio.com Scheduled call - https://goo.gl/8OtRe6 Call - 1(866)212-1250 and leave a voicemail for a returned call Facebook live