Author: Sarah Stanley
Creation Date: April 23, 2018
Last Modified: June 18, 2020
- Purpose: This document outlines steps that GraceSoft staff need to take to fulfill a new Software Sales Order.
- GRACESOFT TEAM MEMBER OUTLINE
The following chart outline team member designations and contact information.
First Name | Last Name | Email ID | Title | ||
solutions@gracesoft.com | Sales | ||||
seo@gracesoft.com | SEO/Sales | ||||
Melanie | Gonzalez | billing@gracesoft.com | Accounts Admin | ||
Gideon | Stanley | gideon@gracesoft.com | CEO & Marketing Director | ||
LEVEL 1 SUPPORT
Karla | Garza | Support3@gracesoft.com | Support Level 1 |
Elysa | Meadows | support2@gracesoft.com | Support Level 1 |
LEVEL 2 SUPPORT
Kumar S | Pradeep | tester1@gracesoft.com | Support Level 2 |
Naresh | Kumar | Sysadmin2@gracesoft.com | Support Level 2 |
Raj | R | Tester2@gracesoft.com | Support Level 2 |
DOCUMENT ACTIONS/REVISIONS
Date | Assigned | Description | Status |
May 4, 2018 | Isaac | Isaac to check if ECH can be integrated to the authorize.net integration. | Will be scheduled in future Sprint |
May 4, 2018 | Isaac | Sales order form – On processing payment, support, Accounts Admin and reseller gets a copy | Verified |
May 4, 2018 | Sarah | Add $0 items to define · Restaurant POS · Gift Shop POS · Expedia · Booking.com · Campres | Done |
Isaac | Add on features in display features should have only features that can be sold separately. Move nightly audit and auto housekeeping to default settings or Client Setup screens. – | ||
Isaac | Update PMS Online Order form per requirements for using for ACH/Check payment orders |
PROCEDURE FOR SOFTWARE ORDER FULFILLMENT
1.1 PURPOSE
To outline protocol for client communication and define team member responsibilities for an efficient and smooth onboarding process for new and existing clients.
1.2 OVERVIEW
GraceSoft serves a wide variety of property types, and its software includes many features. It’s important to have a very clear process to ensure that every new client receives a successful implementation of every software, interface and service they purchase. Oftentimes features that are reviewed during Free Trial may be DIFFERENT than the final PAID INVOICE.
The Support team must ensure that every feature PURCHASED is ACTIVATED, and any features NOT PURCHASED are DE-ACTIVATED.
1.3 SUMMARY
Client makes payment
- Accounts Admin receives the payment confirmationSupport receives the ticket
- Support creates separate ticket for each interface with uniform naming convention and assign to the right person
- After setup is complete, close the ticket and send confirmation email to Accounts Admin team
- Level 1 support will send a thank you email to the client
- Follow up client after one month.
2.1 RESPONSIBILITIES for GRACESOFT team members
A) Sales/Accounts Admin shall
- If paid by credit card, support and sales/accounts will receive Ticket from Sales Order Form. Ticket Subject Line: Easy WebRez Reservation Confirmation from Easy Innkeeping Sales
- Accounts Admin will Print the Easy WebRez email
- Accounts admin will also receive and Print the Authorize.net Receipt
- If paid by check or ACH, Sales will create quote using the Sales Order Template in E-Connect and send by email to billing@gracesoft.com .
- Accounts admin will create invoice in QuickBooks and record or process payment from client.
- If client property is located in TEXAS, please mark the client as ‘taxable’ and all items in invoice as taxable
- Enter all the sales details. If it’s a new customer, make sure to enter in all contact details and correct Property Name_Property ID.
- Terms is Due on Receipt, since the sale is completed
- Sales Rep should be recorded
- Sale item is selected from Product Sales list, and will match the item on sales receipt. Be sure to select item that starts with 1, such as Basic 1-20 (1120).
- Go to Receive Payment and record/save the credit card payment, but DO NOT PROCESS! Every sale received from the GraceSoft Online order form has already charged the card through Authorize.net.
- Be sure the payment is directed to ‘Undeposited funds’ and Save.
- Print copy of the PAID Invoice.
- If paid in QuickBooks, Accounts Admin will create a NEW TICKET with Property Name and Property I.D. NEW SALE . You can create this ticket by logging into Live Chat, or send an email with subject line Property Name and Property I.D. NEW SALE to Support@gracesoft.com.
- For Online Orders, Accounts Admin will UPDATE ticket with Paid invoice and rename subject to Property Name and Property I.D. NEW SALE
- Accounts Admin will process purchases if any DEVICE is included in the sale.
- Sign in to Amazon.com account
- Go to Account>Addresses>Add address and add the Shipping address for the customer
- Search Orders for device
- Copy Item description from previous order, and Search
- Select Item that includes PRIME shipping
- Select CUSTOMER Shipping address, to ship directly to the client
- Select “Gift Receipt” and GraceSoft payment method, Pmt Type xxx5544
- Update Ticket with Device Shipping information
Devices | Device Description | Purchase From | Date Shipped |
Credit Card Swipe | Mag Tek USB Swipe Reader | Amazon | |
E-Signature Pad | Topaz Electronic Signature Pad | Amazon | |
Bar Code Scanner | Voyager Bar Code Scanner | Amazon | |
Cash Drawer | Solux POS Cash Drawer | Amazon | |
Receipt Printer | Star USB Receipt Printer | Amazon |
- .
Level 2 Support team shall:
- Update Ticket with Subject Line: Property Name and Property I.D. NEW SALE
2. Activate purchased devices/interfaces (follow checklist-tba)
- Login to https://www.gracesoft.com/login-pms with Gracesoftware admin credentials, and search by Property Name, verify Property ID as listed in the ticket
- Go to Display Features
- Verify that the following Display Features MATCHES the items in the PAID INVOICE
- If the paid invoice has no credit card processor selected, then by default, TokenEx needs to be enabled and update billing team regarding the enable.
Display Features | Pd Invoice | Date Feature Activated/Verified |
| ||
| Number of Units | |
| Easy InnKeeping PMS Basic, Advanced or Premium For Premium, also activate E-Signature | |
| Multi Property Logon |
|
| ||
| ||
| ||
Add On Features, activate if included in Pd Invoice
| ||
Condo Gift Shop Restaurant (POS) BackupReport Auto Email E-Signature | Condo MAnagement Easy Web POS Easy Web POS (need to clarify) Automated Backup Online E-Signature included in Premium | |
Interface Activation, complete setup if in Pd Invoice | ||
QuickBooks OTA’s Expedia Booking.com SiteMinder CampRes | QuickBooks Direct Connect (Single or Dual) · $0 items for Specific OTA |
Add On Features Screen
- Process Setup for Interfaces. Level 2 (Raj) to assign relevant person for each interface.
Please follow standard in creating Subject for these Tickets
INTERFACES | Create New Ticket for | Date Feature Activated/Verified |
| QB Setup, Property Id, Property Name | |
| OTA Setup Property ID, Property Name | |
| EWR CMS Setup, Property Id, Property Name | |
| EWR Custom Header, Property ID, Property Name |
- Activate Devices
Display Features | Pd Invoice | Date Feature Activated/Verified |
Swipe Card | Credit Card Swipe Device | |
E-Signature (required for online and device) | E-Signature Pad | |
Scan ID Card | ID Scanner Device | |
No activation required | Bar Code Scanner | |
No activation required | Cash Drawer | |
No activation required | Receipt Printer |
- Send confirmation of Activation completion to client and Accounts Admin. (Level 2 Support: Raj) and tag Client Onboarding. Do NOT solve/close ticket.
- Re-Assign ticket Client Onboarding to Level 1 [Onboarding] for final training and confirmation.
- Level 1 Support shall
- Send Thank You Purchase email from E-Connect CRM which includes Quick Start guide. (Level 1 Support).
- Call client to confirm receipt of Activation completion, and to schedule Onboarding Session. (Level 1 Support).
SCRIPT:
This is ___________, and I want to congratulate you for choosing Easy InnKeeping as your software solution! To be sure you have a good experience, I would like to schedule an onboarding session for you. This will take 10-15 minutes; we will introduce you to our support team, verify your software configuration and address any questions you may have.
What is a good day for you?
Morning or Afternoon time?
- Upon completion of Onboarding, upload Onboarding Checklist to the ticket and close Property ID_NEW SALE
- In EConnect-CRM, Schedule 1 month later Call Back to ACTIVE CLIENT EIK to see how use is going and if any additional training needed/issues to resolve. (This is 1 month after initial sale if thorough training done w/ free demo period or 1 month after Quick Start Training session.) (Level 1 Support)
NEW FEATURE CUSTOMIZATION WORK PROCESS:
Responsible staffs,
- Gideon Stanley
- Pradeep Kumar
- Sales
Action | Responsible |
1. Once a new feature customization request is received either from the client direct or by support ticket or by Gracesoft, the Customization Process document needs to be filled with the following detials, a. Clients requirements b. Priority of each requirement c. Requirements created by d. Requirement approved by e. Sample design | Gideon Stanley/Sales |
2. Once the requirement is gathered then each requirement’s estimated time of development will be given. | Pradeep Kumar |
3. Based on the estimated time, Customization Programming Fees will be determined | Gideon Stanley |
4. Final document will be submitted to the client and get the approval signature that no further changes will be done. | Gideon Stanley/Sales |
5. Based on the approval doc, send a payment link to the client and conform the paid invoice to Sales | Gideon Stanley/Sales |
6. Approved document will be given to development and starts the development process. | Pradeep Kumar |