OB Timeline
This is after the account closes, how soon should the AFC Internal Introduction call be held?
24 hours
This is the role who sends the first WOW?
AE
This is our goal for ESQI
90
This is the preferred method of holding the implementation meeting
In-person
This is who we require to attend all core meeting + implementation
Decision Maker
This is after the account closes, how soon should the AFC External introduction call be held?
48 hours
Name 2 of the positions that follow up on the customer service experience in the first 12 months of the partnership.
AE, CSM, AFC, RSM, ASM, SUP, FSM
This is how long someone must be a customer before we can submit a foundation request?
12 months
This is what our team should leave every customer interaction with?
CDNS
This is when we send the implementation deck
24hrs in advance
This is after the account closes, how soon should the Internal Transition Meeting call be held?
1 week
This is the role completes the 1st delivery call follow up?
AE
This is who is responsible for Top 5
AE
This is the preferred method to hold and external AFC/PFC meeting type
ZOOM
This is when the customer service conversation is had for the first time
Implementation meeting
This is after the account closes, how soon should the Implementation Meeting call be held?
30 days
Vehicle category must match in _______ & ________
EDGE Vehicle Class & Customer Preference Vehicle Categories
These 3 areas of focus came from customer journey mapping project in relating to driving customer experience
Proactive Communication, Ease of Use, Responsiveness
These are the 2 most commonly missed documents at closing
Consignment & Assignment Agreements
This is one of two items that would trigger our account team to schedule the invoice review
1st Delivery or Ancillary Go-Live
This is after the account closes, how soon should the first T&E Event be held?
90 days
This is one meeting type that when you schedule a Salesforce event it will automatically update the Onboarding 2.0 playbook timeline.
Ancillary Rollout, Implementation, Internal Transition
These three things equate to a true WOW
Unexpected, Personal, Memorable
This is the blueprint for the EFM partnership
Customer Preferences
This persons cell phone needs to be confirmed in the implementation meeting
ESQI Contact