- Purpose: This document outlines steps that GraceSoft staff need to take to fulfill a new Church Res Order.
- GRACESOFT TEAM MEMBER OUTLINE
The following chart outline team member designations and contact information.
First Name | Last Name | Email ID | Title | ||
Felix | Ranjeeth | support2@gracesoft.com | 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 |
Deepa | Abraham | Consultant1@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 |
Sanjay | support4@gracesoft.com | Support Level 2 |
DOCUMENT ACTIONS/REVISIONS
Date | Assigned | Description | Status |
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.
With My Subscription, features purchased by the client will be automatically ACTIVATED.
1.3 SUMMARY
Client makes payment from My Subscription
- Accounts Admin receives the payment confirmation
- Support receives the ticket of New Church Res account
- Support creates separate ticket for each interface with uniform naming convention and assign to the right person
- Level 1 support will send a thank you email to the client and invitation to training.
- Level 1 support after completing Onboarding Checklist, closes the ticket
- Sales does follow up client after one month
2.1 RESPONSIBILITIES for GRACESOFT team members
A) Sales shall
- In E Connect-CRM, Schedule 1 month later Call Back to ACTIVE CLIENT EIK to see how use its 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 Sales)
B) Accounts Admin shall
- If paid by credit card, support and sales/accounts will receive receipt from Authorize.net from My Subscription Order Form.
- Accounts Admin will receive and Print the Authorize.net Receipt
- If paid by paper check Sales will create quote in a TICKET and assign to Acct Representative.
- 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 CHURCH RESERVATION SOFTWARE SYSTEM Members 1- 200 (1C200).
- Go to Receive Payment and record/save the credit card payment, but DO NOT PROCESS! Every sale received from My Subscription 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
Level 2 Support team shall:
- Update Ticket with Subject Line: Property Name and Property I.D. NEW SALE
- Features purchased through My Subscription will be automatically activated.
- If customer pays by paper check, follow table below for Church Res customer.
- Activate features (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
- By default, TokenEx needs to be enabled
Display Features | Pd Invoice | Date Feature Activated/Verified |
| ||
| Number of Seats | |
| All Church Res customers = LITE | |
| Multi Property Logon |
|
| Event Management – YES Show Church Policy – YES | |
| ||
| Enable for all Church Res | |
Online Booking Search Page
| Enable all the following · Dynamic Text · Show no of rooms · Color Settings · Book Online · By pass login | |
Feature Activation | Complete setup if Seat Mapping in Pd Invoice | |
Ministry Management
| · Show Seat Availability – YES |
Add On Features Screen
- Activate Seat Mapping
Display Features | Pd Invoice | Date Feature Activated/Verified |
Seat Availability | Seat Mapping |
- Send confirmation of Seat Mapping completion to client. (Level 2 Support: Sanjay) 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 Live Chat which includes Help Links. (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 GraceSoft 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