Account Transfer Email Template

Dear NAME ,

I would like to take the time to introduce myself as your new Account Manager. I am looking forward to working with you and cannot wait to help you get the most out of our program.

I have worked closely with Previous AC name and he/she has walked me through your account and familiarized me with your company’s digital marketing goals and strategies.

I would love to have an introductory call with you so we can discuss how I can help your company further. Please let me know when is best for you./Would you have any time on insert date?

If you have any questions, you can always call me at insert number or send me an email.

Best Regards,

Coaching Call Attempt Email Templates

1st Attempt Email Template – Send on first working day of the month:

Subject: Quarterly Coaching Appointment Request
Hello ,
Hope you are doing great.
It’s that time again! For this quarter’s coaching meeting, we will be discussing _______ and deciding on a new strategy for this quarter. I also have some exciting new_____ to share!
Please utilize the appointment bookings button in my email signature below to select an available date and time.
Looking forward to it and talking soon!
Best Regards,

2nd Attempt Email Template – Send start of second week of the month:

Subject: Quarterly Coaching 2nd Appointment Request
Hello ,
I wanted to reach out one more time to see if you have a little time this week or next to go over _______ and plan a new strategy for the next quarter. I am excited to show you ________.
Please utilize the appointment bookings button in my email signature below to select an available date and time.
Looking forward to it and talking soon!
Best Regards,

3rd Final Attempt Email Template – Send on the 3rd to last working day of the month:

Subject: Quarterly Coaching Appointment Notice
Hello ,
I was looking forward to talking with you again about your Insert Program/Product(s) results and new goals and strategy for the upcoming quarter, but I have not received a response. I’m sure you have been very busy, so I will continue as we have previously planned, and I will reach out again next quarter to see if we can connect. Here is the link to your portal to view your posting calendar, business reviews and reporting –
If you need any assistance, please feel free to send me an email or text at __________.
Best Regards,

High Risk Clients SOP

When a client is considered high risk:

• Working with another 3rd party marketing company
• Expresses a concern/frustration about our program
• Asks for a copy of contract or an explanation of their terms or term date
• Mentions starting a new program
• Platform Access Removed
• Asking for Login Info for Platforms
• Noticing a new company gaining access or requesting access

Process:

1. Go to the account in Salesforce
2. Under ‘Related List Quick Links’ on the upper right-hand side of the screen, click ‘High Risk Cases’
3. Click ‘New’ in the upper right-hand corner
4. Fill in the High Risk Case Name field
5. Associate the High Risk Case with the proper account Subscription
6. Select a High Risk Reason
   
   1. Working with another 3rd party marketing company
   2. Expresses a concern/frustration about our program
   3. Asks for a copy of contract or an explanation of their terms or term date
   4. Mentions starting a new program
   5. Platform Access Removed
   6. Asking for Login Info for Platforms
   7. Noticing a new company gaining access or requesting access
7. Add all applicable notes into ‘High Risk Reason Notes’ section, log call/task, and chatter appropriate parties.
8. Click Save to create the High Risk Case
   
   1. This will automatically fill in the High Risk field on the account level in Salesforce
9. Establish a corrective plan of action with enhanced measures, if necessary, with your Supervisor or Team Manager
   
   1. Reference the Cancel & Non-Pay Process and Cancel Save Options SOP for strategy.
10. Add plan of action in the High Risk Case in Salesforce
11. Follow Up Plan
12. Update the High Risk Case Status
    
    1. Closed - Saved
    2. Closed – Lost (Cancellation)
       
       1. The High Risk Case would be Closed – Lost and a Cancellation Event would need to be created.
          
          1. All High-Risk Case notes need to be copied into the Cancellation Event.
    3. Closed – Downgrade

AutoNet TV Cancel

1. Put AutoNet TV product into cancel and fill out the cancel event. Please see here to follow the steps for putting a product in cancel.
2. Billing will update the paid-through date and will notify the website manager
3. When the product is lost, create the product cancelation case.
4. Tag the Website Manager in the Website section of the case.
5. The Website Manager will create a website update case to take the videos off the website and re-add the images. Date needed will be the next day after the paid through date.
6. The Website Manager will email Kurt Barlow at kbarlow@autonettv.com with the subject line as the client’s name with the following body: “Hello! Please delete xxxx’s account and billing from the AutoNet TV system.  Thank you”
7. The Website Manager will update the website duties note with the date the email was sent to Kurt.
8. The website manager mark AutoNet TV, website team duties complete, and fills in the website team duties complete date
9. The website manager will assign the product cancelation event to the supervisor
10. The website manager will click Open- Assigned Supervisor on the bar
11.  The website manager will update the website with the service images.
12. The website manager will chatter the AC when completed and close the website update case.

Salesforce Contact Accuracy

1. Confirm the clients current contacts during every Quarterly ROI Call
2. Verify:
   
   1. a. Name-First & Last
      b. Role/Title
      c. Contact Order
      d. Email
      e. Phone Number (ask for mobile as well)
      f. Working Days(if applicable)
      g. Communication Preference
      h. Active/inactive
3. If the contact is no longer with the company or is no longer our contact, mark as inactive.
4. Add to call notes that you verified the contacts.

Quick Tasks Q&A

Can I set these up for reoccurring tasks?

Not currently. This is set up to just quickly log an action that you’ve done for a client.

What is the “Time Used” on a task for?

We’ve added estimated times to certain tasks to push into our Portal for our clients to see how much time it would take without the tools and training of our
expert staff. We want to highlight the value and show how awesome our team is. The Quick Tasks will be communicating with the portal in a client facing
visual to create better value and transparency within our programs. We’re also including Graphics Cases and Ad Cases time used. More information will be
available on this project soon.

Can I edit the preset “Time Used” for certain Quick Tasks?

These numbers are estimated and are looked at regularly and adjustments will be made if necessary.

The Time Used says 25 minutes but the task took more than the preset 25 minutes. Does this need to be adjusted?

Please let your supervisor know if your task is taking longer than the Time Used attributed. We are trying to show how much time it would take for someone who does not have our tools and expertise. Adjustments will be made as we go based on feedback.

How do I determine how much time to put into the Account Transfer or Score Buddy Updates time used section?

Roughly estimate how much time you spent planning and implementing changes based on that task. This does not have to be an exact time. These are in
increments of 1 minute.

Can I override the number of locations the Time Used is associated with?

No, this is pulling from the ‘No. of Locations’ field on the account level in Salesforce. The Quick Task will multiply the associated time for the task by the
number in the ‘No. of Locations’ to equal the total Time Used.

Can we add more Quick Tasks? / Can we make XYZ changes to a Quick Task?

Yes, depending on what they are. Please direct any suggestions to your supervisor.

Are these client actions required to be logged in a quick task now?

Yes. Please log your interactions that qualify with the definition of the quick task.

Proposed Subscription Products

Create a Subscription Product any time you identify or pitch a proposed upsell for a client.

• Upon creation, move the Stage to Proposed using the ‘Mark Status as Complete’ button.
• If a Subscription Product is in Proposed, it will show on this Salesforce Report (https://optimize.lightning.force.com/lightning/r/Report/00OHp000008FrORMA0/view).
• Adjust the Product Signed Date field to reflect when you believe the Subscription Product will be able to move into the Verification Stage/follow-up is required.
• Once the first payment is received, Onboarding appointment is scheduled, and contract is received, the Stage can be updated to Verification.

Managing a Proposed Product

• Continue to adjust the Product Signed Date field in accordance with the next time a client follow-up is required or when it can be moved to the Verification Status.
• Any past due dates will not be considered a current Proposed Subscription Product
• Progress/Plan notes can be added to the Posting section of the Proposed Product
• If a Proposed Product is no longer an opportunity, Status needs to be changed to Declined.
  
  • Once Declined, this will show within the Client’s Subscription for future reference that this Product was pitched or if you want to re-pitch this Product in the future.

Coaching Call Attempt Process

Quarterly Coaching Call Attempt Process

Appointment Setting Attempts Steps:

• 1st Attempt – Scheduling Email template sent on the first working day of the month
• 2nd Attempt – Scheduling Follow-Up Email sent the second week of the month
• 3rd Attempt – Final email template sent on the 3rd to last working day of the month

Quarterly Appointment Set Steps:

Bookings will automatically send an appointment confirmation email to your client once they have selected a date and time.

• Bookings will send out appointment reminders a week before the appointment, 3 days before, and a half an hour before.
• Open the appointment in Outlook and connect to the contact/account using the Salesforce plug-in.
• The Booking system will automatically send a ‘Thank you’ email half an hour after the appointment end time.

Quarterly Call Case Steps:

• 1st attempt email is sent – open/start Quarterly Call Case and change call type to 1st attempt met.
• 2nd attempt sent – verify platform services via services checkboxes, note any action items needed (ex. New Standard Ad, Boost Budget, Update Deck, Verify Business Hours, etc.), and change call type to 2nd attempt met.
• 3rd attempt sent – confirm action items are complete, note any additional needs, and complete case by changing call type to 3rd attempt met and status to complete. 

Additional Tips:

• Prerecords available upon request or if are needed
• Phone calls and texts are still acceptable when necessary – use your best judgment
• If you are speaking with a client who is unable to meet –
  
  • If you are speaking with them, ask a quick strategy/goal question so you can provide more meaningful service in the upcoming quarter, and then mark that quarterly call completed with appropriate notes
  • If a client misses a scheduled meeting – proceed with 3rd attempt steps above
  • If a client asks to reschedule for next month, send an appointment confirmation email template with a reporting portal link and complete the case link normally. Treat next month’s meeting as a touchbase call.

ACCOUNT UPDATE SOP

Account Update Cases are the only Setup Case anyone outside the Onboarding Department can create. These cases are created when a current account is having platform problems or connection issues. Through this case, the Onboarding Department can communicate with the AC-DM with troubleshooting information and tasks performed.

If the Account Update Case submitted is service-hindering, the Onboarding Specialist will transfer the case to an Outstanding Platform Case — which can only be opened by the Onboarding Team and will have an everlasting open status until resolved.

HOW TO CREATE AN ACCOUNT UPDATE CASE

1. Go into the Master Case on the Account.
2. Under the Setup Cases select “New”
3. A popup will appear, select “Account Update.”
   1. To proceed select “Next.”
4. There are three required fields that must be filled out to create the case.
   1. Account (preselected)
   2. Master Case (preselected)
   3. Case Status (Always starts as New).
5. Fillin the Account Update Type, Case Reason, Subject, and Description
   1. Remember the more information you provide, the easier it is for Onboarding to assist.
6.  Select the platform you are having an issue with
   1. Services needed are not required but are useful
   2. Be sure to use the link boxes for any pages you are referencing.
7. When the case is filled out to the best of your ability, “Save” the case.

ACCOUNT UPDATE EXPECTATIONS

Account Update Expectations

Account Update Cases are addressed once a week unless communication is active, or the Account Update Case is in High Priority. If the Account Update Case is not in High Priority, it will be addressed in the order it was received.

Account Updates are Requests.

An Account Update Case is a request for the issue to be looked at but does not guarantee a resolution. The problem can be out of the hands of Onboarding completely or a platform glitch, so a timeline of the resolution cannot be guaranteed. The Onboarding Specialist handling the request will address the issue, provide details on why the case cannot be solved, or the resolution to the problem, along with communication when it’s fixed. 

Communication Expectations 

The AC team is the main POC for the Account regardless of the platform or account issue. Unless specified, the AC will be the one to provide the information about the issue and how it is being addressed, not the Onboarding Specialist.

The only time the Onboarding Specialist contacts the client is when they (The Onboarding Specialist) request an appointment. Otherwise, the communication will funnel through the AC and if they need assistance, it will require both the AC and the Onboarding Specialist on the call to address the advanced issues — keeping the main point of contact informed.  

Troubleshooting Calls

As stated above, the only time the Onboarding Team is to connect with the customer is when they need to address the situation with the customer on a more advanced level.  The Onboarding Specialist may require the AC to be on the call to ensure the communication is bridged correctly.

COMMUNICATION AND CASE CLOSURE

The Account Update Cases do not stay open forever and rely on communication to remain open.

In an Account Update Case that requires the AC’s attention or information to be obtained, the Onboarding Specialist will ask for specific information via chatter, and it is the AC’s responsibility to fulfill that request. If the request goes uncommunicated for one week, the case will be closed, and a chatter to the AC will be made that until the information is provided, the case will be closed.

Remember, the Onboarding Team will not contact the client unless specifically requested. All tasks and processes the Onboarding Team requests from the AC will include a detailed information guide to handle the situation and provide the results to the Onboarding Specialist.

If the information is provided after the case is closed, the Onboarding Specialist handling the Case will reopen the case and continue with the advancement.

HIGH PRIORITY CASES

For an Account Case to be High Priority, the case must be filled out, the AC must chatter to their leadership and Onboarding Leadership that the case is in High Priority and why. 

Once leadership is chattered, the Onboarding Team will address the situation within 24 business hours. Remember, Account Update Cases are requests. The Onboarding Team can look at and address the situation, but they may not be able to handle or fix the problem in a certain time frame or at all. — do not make promises to clients! 

If TSM sells an ad product on their 30-60-90 call, what do they do with it besides build out the correct product? Does the AC get notified to then create cases etc?

1. Create the Product in Salesforce
2. Chatter the assigned AC to notify of the upsell

High Risk Clients SOP

When a client is considered high risk:

• Working with another 3rd party marketing company
• Expresses a concern/frustration about our program
• Asks for a copy of contract or an explanation of their terms or term date
• Mentions starting a new program
• Platform Access Removed
• Asking for Login Info for Platforms
• Noticing a new company gaining access or requesting access

Process:

1. Go to the account in Salesforce
2. Under ‘Related List Quick Links’ on the upper right-hand side of the screen, click ‘High Risk Cases’
3. Click ‘New’ in the upper right-hand corner
4. Fill in the High Risk Case Name field
5. Associate the High Risk Case with the proper account Subscription
6. Select a High Risk Reason
   
   1. Working with another 3rd party marketing company
   2. Expresses a concern/frustration about our program
   3. Asks for a copy of contract or an explanation of their terms or term date
   4. Mentions starting a new program
   5. Platform Access Removed
   6. Asking for Login Info for Platforms
   7. Noticing a new company gaining access or requesting access
7. Add all applicable notes into ‘High Risk Reason Notes’ section, log call/task, and chatter appropriate parties.
8. Click Save to create the High Risk Case
   
   1. This will automatically fill in the High Risk field on the account level in Salesforce
9. Establish a corrective plan of action with enhanced measures, if necessary, with your Supervisor or Team Manager
   
   1. Reference the Cancel & Non-Pay Process and Cancel Save Options SOP for strategy.
10. Add plan of action in the High Risk Case in Salesforce
11. Follow Up Plan
12. Update the High Risk Case Status
    
    1. Closed - Saved
    2. Closed – Lost (Cancellation)
       
       1. The High Risk Case would be Closed – Lost and a Cancellation Event would need to be created.
          
          1. All High-Risk Case notes need to be copied into the Cancellation Event.
    3. Closed – Downgrade

Go Live SOP

1. Notification of New Account
1. Receive via Chatter and/or email after the initial Onboarding client call. 
2. If the Product services include posting, follow the steps below otherwise proceed to section 2: 
• Upon account assignment chatter and in preparation for the upcoming Intro. Meeting, the AC must place a 1-hour time block on their calendar within the next 3 business days.
1. Time block intentions – AC utilizes the time block to get familiar with the account using the client’s current website, analyzing their existing social media and paid ads strategy, Setup Questionnaire (in the Related section of Setup Case in Salesforce), and New Sales notes – request a minimum of 20 graphics to build out the client’s main service Deck for 1 month (if photo Case is in progress and set to be complete prior to Go Live, request a minimum of 10 graphic cases)
2. Set an additional 1-hour time block on your calendar for the following week
1. Time Block intentions - create the client’s new service Deck and Service Group for the account (Optimize Training Camp Facebook Page will need to be used as a social profile placeholder until the account is Live), confirm the Deck settings have paused selected, add content using the Service Group (once the account is Live, you will replace Services in the Group with your actual account social profiles)
• Compile additional notes/questions you want to cover within the Intro call.
2. Introduction Meeting
1. Receive second Chatter from an Onboarding Team member or a Website Team member dependent upon the product once set up is complete and the Intro. Meeting is ready to be scheduled by the corresponding Sales Rep.
2. See Warm Sales Transfer SOP
3. Update Go-Live Ad Case no later than 5 business days after the Intro. Meeting is completed
1. Ad Case Status must go from ‘New’ to ‘Ad fulfillment – ad creation’
2. Complete Quarterly Coaching Case
1. Do not add contact information
2. Title should be “Intro. Meeting'
3. Q Call Type = Intro. Call
4. Add notes, if applicable
4. Once the account is Live, you will replace Services in the Group with your actual account social profiles and verify Deck settings, including the Pause toggle is off.
1. Verify access to all applicable platforms
1. Add Services to HQ
2. Create a Service List in HQ
3. Create a service Deck labeled ‘1 – Account Name – FID’
5. Add content to the client’s HQ Deck.
1. Posting must begin the same business day as the account goes Live.
2. Submit additional Graphics Cases requests.
3. Within 90 days of the account going Live, the Deck must meet the Content SOP standards.

Go Live Process for clients with multiple Subscription Products

• All Subscription Products should be set Live as soon as our internal requirements and processes are met unless the service is dependent on another Subscription Product being set Live. (ex. Meta Paid Ads cannot Go Live unless we have access to the Facebook and/or Instagram page to run the ads)
• Onboarding or Website team will chatter and/or the Salesforce Account Owner will receive an automated email for any additional services once ready to Go Live and then the AC will be responsible to follow the Golive process above again, excluding the Warm Sales Transfer process.

Recon Go Live Process - Follow original steps above once out of Recon

Warm Sales Transfer SOP

1. An Optimize Territory Sales Representative sells a new client on our services.
2. The new client begins the Onboarding process.
   
   1. Onboarding Initial Call – Complete
   2. Onboarding chatters @Ann Dailey that Initial Call Complete, Ready for account assignment
   3. Within 24 hours of the Onboarding Team’s chatter, the Account Consultant should receive notification of account assignment
   4. Once the Setup process is complete, the Onboarding Team will chatter this information to the AC and Sales Rep. along with any
      outstanding action items they were unable to complete including instructions to assist with completion.
3. The Sales Rep. schedules an Introductory call with the Account Consultant, Sales Representative, and client.
   
   1. The Sales Rep will reach out to the client within 48 business hours for the first appointment setting attempt after the account has been
      assigned an Account Consultant.
   2. Three appointment setting attempts by the Territory Sales Representative within 3 business days will be completed before the
      Account Consultant moves forward with the next step.
   3. If TSM is unable to complete attempts, the AC must complete these attempts.
      1. Account Consultant will attempt 1 phone call on the 4th business day.
      2. If by the 4th business day/attempt no progress has been achieved, the Account Consultant will send Intro/Go Live
         Email and follow the Go Live SOP step #4.
   4. Sales Rep. will email (using approve email template below) the Account Consultant, ACDM Team Manager and Sales Team
      Manager the time and date of appointment set, and the AC will send out a Zoom Meeting invite for agreed upon time to client and
      Sales Rep (will use Salesforce calendars to verify time options)
4. Schedule Intro. Meeting and include a Zoom Meeting link, all Intro Meetings should be via Zoom Meetings and utilize a screen share.
   
   1. Warm Transfer Appointment Email Template to Account Consultant from Sales Rep must include the following:
      
      1. Point of contact name and title:
      2. Best phone number:
      3. Email address:
      4. Date and time & time zone of intro meeting:
      5. AC Zoom Meeting Link:
5. Intro Meeting - walk through content with the client, ask questions to confirm they approve of the branding, style, content focus, and if there is anything else they would like to add.
   
   1. During the Intro. Meeting, the Sales Rep. introduces the Account Consultant and recaps the client’s initial service goals from the
      sales process. The Sales Rep. will help the client to understand that the Account Consultant will be their main point of contact at
      Optimize moving forward.
   2. The Sales Rep. can either leave the meeting for the client and Account Consultant to complete tasks or if the Sales Rep. feels
      they can provide additional value to the conversation, they can continue to stay in the meeting until the Intro. Meeting process is
      complete.
      
      1. AC duties for the Intro Meeting include:
         
         • Complete the Questionnaire together
         • Create the client a Location User HQ login with the correct access
         • Go through HQ and present prepared content strategy
6. Once Intro meeting is completed the Sales Rep needs to chatter Sales Manager and ACDM Manager letting know the intro meeting was
   completed with client and AC.

Negative Review Responses

An SOP describing the standard for responding to clients’ negative reviews.

---

Screenshot the negative review and insert into an email to your point of contact at the business.

a. Include two proposed review responses.

2. If your client does not respond to your email that business day, contact the client the next business day to discuss a review response.

3. If no response from your client, use one of the proposed review responses that were emailed to the client to respond to the review that business day.

Adding Appointment link to a GMB profile

Adding in the Appointment Link:

Access your client’s Google Business profile from the Google Business profile Manager by searching for, and clicking on the profile: 

Click on the “Booking” button next to Edit services. Note – if your page is an auto parts store, this button may be a “pick up & delivery” button option, depending on your main business categories

When you click booking (or whichever button allows you to add an appointment/contact us link), this is what will come up. UNLESS your client uses a booking provider, you’ll want to add your link to the second option – “Links to your online booking tools”. Click “add link”  

Add a URL link – preferably either your client’s “contact us” or “request a service” page! This link shows as a link to make appointments on the profile (see at the bottom) for my client, I added their Request a Service” page URL. When finished, make sure to click SAVE!  

How it will look when finished:  

How it looks on the user side of the profile:  

You can see the URL reads as their website homepage URL, but when clicked, it leads users to the “contact us” page of their website.  

Photo Shoot Questionnaire Process

Going forward we need to be using this Google Doc Link below for the Photo Shoot Questionnaire piece:

 

First Steps before using:

• Click on File -> Make a Copy -> Entire Presentation
• Rename File: Business DBA

Next, run through the Questionnaire with the client and tailor questions to the services the client provides –
Do not send it to the client to complete on their own

Once the questionnaire is completed

• Click the Share Button in the upper right-hand corner and make sure it is set to Editor permissions
• Then click the copy link button and add the link to the Photo Package case

Coaching Call Attempt SOP

Quarterly Coaching Call Attempt Process

Appointment Setting Attempts Steps:

• 1st Attempt – Scheduling Email template sent on the first working day of the month
• 2nd Attempt – Scheduling Follow-Up Email sent the second week of the month
• 3rd Attempt – Final email template sent on the 3rd to last working day of the month

Quarterly Appointment Set Steps:

• Bookings will automatically send an appointment confirmation email to your client once they have selected a date and time.
• Bookings will send out appointment reminders a week before the appointment, 3 days before, and a half an hour before.
• Open the appointment in Outlook and connect to the contact/account using the Salesforce plug-in.
• The Booking system will automatically send a ‘Thank you’ email half an hour after the appointment end time.

Quarterly Call Case Steps:

• 1st attempt email is sent – open/start Quarterly Call Case and change call type to 1st attempt met.
• 2nd attempt sent – verify platform services via services checkboxes, note any action items needed (ex. New Standard Ad, Boost Budget, Update Deck, Verify Business Hours, etc.), and change call type to 2nd attempt met.
• 3rd attempt sent – confirm action items are complete, note any additional needs, and complete case by changing call type to 3 rd attempt met and status to complete.

Additional Tips:

• Prerecords available upon request or if are needed
• Phone calls and texts are still acceptable when necessary – use your best judgment
• If you are speaking with a client who is unable to meet –
  • If you are speaking with them, ask a quick strategy/goal question so you can provide more meaningful service in the upcoming quarter, and then mark that quarterly call completed with appropriate notes
  • If a client misses a scheduled meeting – proceed with 3rd attempt steps above
  • If a client asks to reschedule for next month, send an appointment confirmation email template with a reporting portal link and complete the case link normally. Treat next month’s meeting as a touch base call.

Client Referral Credit SOP

If a current Optimize client refers a potential client to Optimize, the existing client that referred is eligible for a referral credit. This credit is only available once the potential client is fully signed on to our services.  

• A $200 referral credit can be used only for the referring client’s EXISTING product/services with Optimize upon their next payment frequency. Cannot not be applied to a 1-time product/service.
  • This will be reflected in Salesforce as a Subscription Product labelled Referral Credit with the name of the client that they referred.
    • The Sales Type is OSM Sponsored – Credit
    • This Subscription Product will stay in the Proposed Stage until the credit is to be applied to a services payment.  

Website Quarterly Update Examples/Suggestions

• Change out of hero image/video on homepage (video must be less than 15 seconds) - needs to be enticing/welcoming
• Change out Services CTA’s on home page seasonally
• Promos/Specials/Coupons- pop ups an option as well
• Home page or About Us story content updates – add new seasonal keywords, surrounding cities/communities’ key words, top services, and/or tire brands or build upon it with the client each quarter
• Home page photos – or a photo gallery (photo Package upsell)
• Holiday/Event hours – banners or a pop up
• Add Logo bar to home page or any new logos needed – Tires, Programs, Awards, etc.
  Service Pages – Add to content, swap out images for personal images (photo Package upsell), videos (AutoNet TV upsell)
• Add custom pages – community involvement page, unique services not already covered, staff page, Blog (customer supplies content and only available on custom sites), Vehicles page (request the update to add), Reviews page, Events page, etc.
  
  • Must include any images or graphic requests needed
  • Copy must be included
• Hiring – Can customize the hiring form, job descriptions/listings, pop ups
• Add YouTube Videos via a widget – Ex: https://www.thescottmillerteam.com/blog
• Add Instagram Feed (need username & password to do) - creates a photo gallery and links back to IG – Ex: https://www.hethers.com/gallery

Website Update Case Checklist

Include all in one update case with appropriate heading – Q1 updates, February Updates, Spring Updates, Etc.

• Include images or graphic requests needed
• Include any copy to add in
• Be clear on whether you are adding or replacing graphics, pics, copy
• Add as much detail as possible on clients’ design vision for update request
• Include location where update is needed within the website
• If account has multiple websites must include correct website link

What is the process for the Go Live for a new client?

Please see Go Live SOP

Can we ask our customers who view our social media posts to leave a review on Yelp?

No, you cannot ask viewers to leave a review on Yelp, but you can tell them to check out your Yelp page.

Multi-Location 2024 Package Optional Standard Ads Renewal Process SOP

MULTIPLE LOCATION STANDARD AD BUDGET RENEWAL PROCESS

Current multiple location clients with a Standard Meta Advertising budget have the choice to either transfer their current ad budget to Foundation/Elevation Package or forgo the Core/Professional Standard Ad structure to proceed with the ad spend included in the new 2024 packages.

Core & Pro Package Additional Locations	Standard Ad Monthly Budget
1st	Included in package
2nd	$60
3rd +	$30 each

Example: The client has 4 locations in a Core Package and is now moving to the Foundation Package.

Location 1(Ad Budget already included) + Location 2 $60 Standard Ad Budget + Location 3 $30 Standard Ad Budget + Location 4 $30 Standard Ad Budget = an additional $120 to add to the Foundation package ad spend

Foundation Package Monthly Fee $349 + $297(3 x $99 per additional location) + Additional Locations Standard Ad Budget of $120 = $766 due monthly

After the client has agreed to the proposed service strategy, the new monthly total has been shared with the client, and a new contract has been signed; the Account Consultant will then create the Subscription Product in Salesforce as a renewal or if the total is more than what the client was previously paying, the Subscription Product would be an AC-DM Upsell. Additionally, the AC will utilize Chatter within the product to notify of any additional monthly ad spend to @notifychanges. Accounting will then modify the Product to include the additional ad spend. The Ads Team will be notified once the Product is pushed to the Fulfillment Stage.

Account Consultant steps if the client chooses to keep the previous multi-location Standard Ad budget:

1. Determine the additional locations' Standard Ad budget difference (use the example above)
2. Present the new monthly total to the client
3. Have the client sign a new contract
4. Create the renewal or AC-DM Upsell Subscription Product
5. Chatter @notifychanges the additional month ad budget to be included

*Note – all future renewal Subscription Products should automatically have the adjusted Standard Ad spend included!

Tire Pros IO SOP

AC’s IO Responsibility:

• Once IO is received by AC:
  • Accounting will build product(s) in SF and verify payment(s)
  • Note if there is any Co-op and chatter @Kari on the Subscription Product.
    • Make sure all tasks required for Co-op guidelines are completed (ex: Conti./General needs a compliant Facebook banner)
  • Create the standard ad case with the appropriate start date listed on the IO
  • Double check the location number on IOs compared to the Store/Location Identifier number in SF
  • Set a reminder task if IO is for a future date 
• If IO is sent directly to AC from TP forward it to tirepros@optimizesocialmedia.net within 24 hours and follow the steps above
• Sometimes multiple IOs are received for Social Services, Ads, etc. – make sure all services are accounted for.
  • Make sure funds are not forgotten if IOs are not received in a timely manner
  • Reach out to MPS/RMS if creatives are still not received 1 week before start date 

2024 Renewal IOs: 

• Confirm if 2023 services were dealer funds or IO – If there was an IO in 2023, no need to reach out to TP for 2024 IO.
• If IO is not received by 2/01/2024, create a Cancellation Event in Salesforce. 

RMS Upsell IO Follow-Up/Expectations: 

• Set a fair start date plan with the client that allows the RMS time to get IO together and lead time for a set-up call, if needed.
• If IO is not received within 48 hours, follow up with RMS and copy the Supervisor and Team Manager on email.
• If no response is received after following up with RMS, within 24 hours reach out to your Supervisor/Team Manager for assistance.
• Forward IO(s) to tirepros@optimizesocialmedia.net within 24 hours if not already copied.
• Accounting will build out Subscription Product(s) in Salesforce and verify payment(s).

High Risk Clients SOP

When a client is considered high risk:

• Working with another 3rd party marketing company
• Expresses a concern/frustration about our program
• Asks for a copy of contract or an explanation of their terms or term date
• Mentions starting a new program
• Platform Access Removed
• Asking for Login Info for Platforms
• Noticing a new company gaining access or requesting access

Process:

1. Go to the account in Salesforce
2. Under ‘Related List Quick Links’ on the upper right-hand side of the screen, click ‘High Risk Cases’
3. Click ‘New’ in the upper right-hand corner
4. Fill in the High Risk Case Name field
5. Associate the High Risk Case with the proper account Subscription
6. Select a High Risk Reason
   
   1. Working with another 3rd party marketing company
   2. Expresses a concern/frustration about our program
   3. Asks for a copy of contract or an explanation of their terms or term date
   4. Mentions starting a new program
   5. Platform Access Removed
   6. Asking for Login Info for Platforms
   7. Noticing a new company gaining access or requesting access
7. Add all applicable notes into ‘High Risk Reason Notes’ section, log call/task, and chatter appropriate parties.
8. Click Save to create the High Risk Case
   
   1. This will automatically fill in the High Risk field on the account level in Salesforce
9. Establish a corrective plan of action with enhanced measures, if necessary, with your Supervisor or Team Manager
   
   1. Reference the Cancel & Non-Pay Process and Cancel Save Options SOP for strategy.
10. Add plan of action in the High Risk Case in Salesforce
11. Follow Up Plan
12. Update the High Risk Case Status
    
    1. Closed - Saved
    2. Closed – Lost (Cancellation)
       
       1. The High Risk Case would be Closed – Lost and a Cancellation Event would need to be created.
          
          1. All High-Risk Case notes need to be copied into the Cancellation Event.
    3. Closed – Downgrade

Instagram Services SOP

1. Utilize photo package images for weekly content
2. Post a Story once weekly
3. Respond to user comments and direct messages.
4. Follow local businesses and Instagram users.

Upsell Strategy, Tips, and Tricks

Upsell Strategy

• Build personal relationships
  
  • Rapport, rapport, rapport!
  • A true desire to help a client goes a lot further than a magnetic personality
• Prepare ahead of time
  
  • Builds your confidence
  • Anticipate challenges or questions and prepare an effective response to avoid losing a sale
• Identify and stick to your client’s character to personalize your message
  
  • Make sure they are a good fit fer the product/services you are pitching
  • Do not follow a script, instead learn as much as you can about the client and their shop’s needs and tailor your message.
• Know your products and believe in what you are selling
  
  • Helps you gain their trust and adds value to their business
  • It is easier to be passionate about – and sell a - product when you genuinely believe in it
  • Use happy testimonials from other customers and statistics – gives you valuable social proof
• Practice active listening and always problem solve for the customer
  
  • Will help you build stronger relationships but also unlock information that will help you position your product as the best option
  • Don’t oversell them on features they do not need
  • Use a consultative approach and determine what they truly need for their business
• Send a proposal after you present, follow up and roll with rejection/know when to walk away
  
  • You will not win every deal. Use rejection to determine how you can improve

Tips & Tricks

• Focus on one product per quarter to educate your clients on
• Plant seeds/educate on every call - inform/remind of new & existing products - high level overview
• Provide correlating promo flyer along with email proposal after your call
• Give promo deadlines to create urgency
  
  • Promos are emailed out to current customer the 1st week of the quarter
• Offering co-op, program discounts, and payment frequency options
• Schedule a follow up with a Supervisor/Manager if they need more info/demo to solidify the sale
• Give strategy ideas of how you would recommend best utilizing the product to get them excited
• DO NOT think with your own wallet - customers do not understand that they have to spend money to make money
  
  • Also, most already have these services with another provider and this could trim down their budget and get it all under one roof
• Remember that they are all professional sales people and will try to get a better deal
• ASK FOR THE SALE!!
  
  • If they say no, ask them what it would take to move forward, or when they feel would be the right time?
  • Schedule a follow-up appointment

Sales Closing Requirements

• Contract signed
• Setup call scheduled
• Billing information verified or collected via the finance team
• Enter subscription product

Google Service Descriptions

2024 DAILY GOALS & EXPECTATIONS: Account Consultant – Digital Media

Goals and expectations are set as a minimum requirement. Your success will be found when you exceed these
numbers. These goals and expectations are subject to change, as our business, digital marketing best practices,
and client needs change.

Account Consultant Team Mission Statement:
Create long-term, trusting relationships with our clients by providing excellent, honest, and transparent customer service. We help our clients’ small businesses grow and succeed online through assisting them with their digital marketing needs and concerns by taking an educational approach to finding solutions. Oversee and retain a portfolio of assigned clients, discovering upsell opportunities and Team collaboration to best fulfill clients’ services.

• Talk Time expectation monthly, based on account portfolio:

• 90 – 100+ Accounts = 8 Hours
• 70 - 89 Accounts = 7 Hours
• 50 - 69 Accounts = 6 Hours
• 30 - 49 Accounts = 5 Hours
• 10 – 29 Accounts = 4 Hours
• > 10 Accounts = 3 Hours

Quarterly Coaching Calls Completion rate = entire Focus List for the month:

• 1st week of month - All 1st appointment setting attempts met
• 2nd week of the month - All 2nd appointment setting attempts met
• 4th week of the month - All 3rd appointment setting attempts sent on 3rd to last working day of the month
  • Complete the corresponding Q Call Case in Salesforce per the Quarterly Coaching Call Attempt Process SOP by the end of the last working day of the month.

Upsell Goal Requirements:

• 1st 90 days on the floor or > 30 Accounts = $1,000 per month goal
• 30 + Accounts = $2,000 per month goal
  • Goal is calculated using “Subscription Amount” + “Setup & Design Fee Total”
  • Monthly commission payout is based on “Setup & Design Fee + Value of the Sale Rollup” total
    • Commission equals 10% of the “Setup & Design Fee + Value of the Sale Rollup”
    • Commission will be paid out residually on the last pay period of the following month
• Week 1 – 25% completion due (Focus on getting appointments scheduled for the month and finding opportunities)
• Week 2 – 50% completion due (1 new proposed product or $1,000 or $500 (employees within 90 days) in upsell)
• Week 3 – 75% completion due (2 proposed products or $1500 or $750 (employees within 90 days) in upsell)
• Week 4 – 100% completion due (100% of upsell goal met)

Commission/Pay Structure:

• Portfolio Value (based on “value of the sale rollup” dollar amount) Commission Structure
  • If holding $210,000 or less, you will receive 2% commission of your total revenue
  • If holding $210,001 or higher, you will receive 3% commission of your total revenue
    • Commission is paid on the last pay period of the following month

Our hourly raise structure:

• $18.50 starting hourly wage
• $19 hourly wage when 30 accounts are achieved and maintained
• $20 hourly wage when 60 accounts are achieved and maintained

Retention Requirements:

• Must follow Cancellation & Non-Pay Process - New SOP steps and timeline
  Make sure final cancellation products are completed before the end of the month that their paidthrough date lands in

Quality Assurance Requirements:

• Scorebuddy QAs must be fully completed within the noted timeline on the corresponding form

If you are committed to your success here at Optimize Digital Marketing, these numbers are very realistic and
the opportunity to exceed these goals is apparent.

Employee Certification SOP

ODM will pay for 1 certification per calendar quarter

• Senior Employees will be allowed to use 4 hours per quarter of paid working time to complete 1 certification per calendar quarter.
  • Hours must be redeemed during regular ODM office hours. No overtime will be granted.
  • Senior Employees must also complete their core duties in addition to pursuing their certifications.
  • Hours may be split out over the quarter to meet certification needs.
• If certification requires payment, ODM will reimburse the employee upon receipt of completed/passed certification document/s.
  • Meta/FB Blueprint training requires proctored exams. If the employee cannot take the exam in person with Meta/FB, a secure environment will be provided on site at ODM for the employee’s use.
  • Dates/Times/Blueprint Course must be approved by ODM (Supervisor & Management) prior to scheduling exam.
• While not limited to certification examples below, all certification requests must be approved by the Supervisor and Management prior to completion and relate to the scope of our roles at ODM.

Process of requesting certification

1. Within the first month of the calendar quarter (Jan/Apr/Jul/Oct), employee must submit their intended certification plan to their supervisor via email to be reviewed
   • Include in your email
     • Name
     • Quarter/year (ex: Q3 2022)
     • Name of course/certification
     • intended date of completion
     • and if necessary, date of exam.
     • Please try to include any and all details regarding certification plan if course requires multiple days needed to split certification hours. (ex: spending 2 hours studying one day, and 2 hours to complete the certification another day)
2. Once submitted, approval will come from Supervisor/Management. If plan is denied, employee should work with their supervisor to come up with a new plan. (Sometimes courses that were available at the start of a quarter do not remain available.)
3. Once approval of plan is received, employee can complete certification/exam.
4. Send proof of Certificate/Passed Exam to HR for documentation.
5. If certification requires payment, ODM will reimburse the employee upon receipt of completed/passed certification document/s.
6. Certificates will be filed in your Employee folder with HR for documentation.
7. CONGRATULATIONS!

Explore some of your options below! *

*Available courses may vary at any time due to availability. Recertification may be required each year and will count toward your quarterly certification should you need to re-certify. For courses outside of platforms we offer, please see your supervisor for approval prior to submitting your certification plan.

Facebook/Meta – Proctored Exams ($):

https://www.facebook.com/fmp/agencies

Facebook/Meta courses are designed to be extremely difficult and do require extensive practice and planning prior to scheduling the exam. Please see Jordan O. to discuss the process prior to scheduling.

“Digital Marketing Associate” – Facebook Fundamentals. Includes a bit of everything surrounding FB.

“Media Planning Professional” – Delving into Ads reporting and how to apply those numbers to what comes next.

“Creative Strategy Professional” – Creatives for Ads and adjusting strategy based on reporting. (example: split testing)

“Marketing Science Professional” – More advanced version of Media Planning Professional.

“Marketing Developer” – Deepest dive into Meta/FB ads, connecting external tools like Meta Pixel, Catalogues (both FB and other), and Ecommerce to create better performing Ads.

Google – Online Exams (free):

https://skillshop.exceedlms.com/student/catalog/list?category_ids=2844-google-ads-certifications

While additional courses will be offered and available, here are a few examples:

“Google Ads Certification” – Earn a Google Ads Search Certification by demonstrating your mastery of Google Ads Search campaigns.

“Google Ads – Measurement Certification” - Earn a Google Ads - Measurement Certification by demonstrating your ability to measure and optimize Google Ads campaign performance.

Twitter (X) Ads Academy:

https://www.xadsacademy.com/student/catalog

“Ads Manager Fundamentals” – An all-in-one platform for managing campaigns on X. (Beginner)

“Video Campaigns” – X’s practical guide for planning and executing results-driven campaigns that connect your brand to targeted conversations and audiences. (Intermediate)

“Website Traffic Campaigns” – Learn how to effectively generate website traffic and encourage users to act. (Intermediate)

If you are interested in courses not listed here, see your supervisor prior to submitting your certification plan for the quarter for preapproval.

All courses must be approved before any action is taken.

Epicor FAQs

What is the set-up fee for Epicor services?

• The Epicor set-up fee is typically $500, but our clients receive $500 off Epicor set-up due to our partnership.

What can Epicor offer NAPA Auto Part stores?

• Epicor has a program called Eagle that is specific to NAPA Parts. This is currently not part of our partnership with Epicor.

What if the client is already working with Epicor? Can we move that service over to Optimize?

• As an Epicor partner, we are not able to move an existing Epicor client’s services underneath ODM.

What does the postcard fee entail? ('Promotional postcards billed directly to customer')

• $1.19 per postcard billed directly to our client from Epicor.

What is everything included in the service?

• CRM Reminders Email - Unlimited
• Closed Loop Marketing
• Broadcast Texting 1000 per month
• Frequency Report
• OBD4 Business Dashboard (Epicor’s customerdashboard)
• Google Review Text - Unlimited
• Day of Service Text - Unlimited
• Additional fee for Post Cards - $1.19 each
• CRM Text included

Where do we fill out our internal lead form for clients who are interested in Epicor?

• https://www.optimizegarage.com/epicor-sign-up                                                                                                                                              

RideStyler – New Sale

1. Create the product in Salesforce
2. Fill the form out on Optimize Garage: https://www.optimizegarage.com/ridestyler
3. When RideStyler is sold, please add a note to the setup bookings and let on-boarding know the form has been filled out
4. When setup for Ridestyler is complete, the website team will add the widget to the site
5. When the website goes live, the website team will trigger the Ridestyler billing
6. The website team will add in the username and password into the build case.
7. When the website has all assets live, the website team will close the case.

BlueTie Email – New email with Enterprise already created

1. Website Update is needed. Double check the subscription product in Salesforce
2. Login into Bluetie: https://extranet.bluetie.com/index.html?msg=sessiontimeout
3. Click on Enterprises on the left-hand corner then hit search
4. Click on the company’s business name.
5. Once highlights, click on login to enterprise.  This will bring up the enterprise manager home page.
6. Click Create Account under the alphabet
7. Create the username. This will be the name before the @.
8. Create the password. This will be the city name with the zipcode and !  ex. Oakdale55128!
9. Enter the same password for verify password.
10. Add in the first name and the last name. If you don’t have a last name use *
11. Enter the phone number from Salesforce then hit next.
12. Make sure the Pro Email is selected under the price plan and then hit finish.
13. This will bring you back the Enterprise Manager home screen. Select the username.
14. Under the profile, select Email Alias. You will select Add New alias and select option two. It will be the username that was created with the domain. Once that is selected, hit create.
15.  The email aliases should read the username@domain. Ex: xxxx@xxx.com after that looks correct, hit done.
16. You will be brought back to the email profile screen. Double check the email looks correct under the email.
17. Select Security Settings on the middle bar.
18. Under User Account Settings, make sure requires a new password upon login is created, select Do not require updates from this user and change the 5 to a 10 in lock account after invalid login attempts. After those are changed, hit save.
19. Once that user is set up click View Accounts under Enterprise Manage to get back to the main screen.
20. The username will show username.enterprise name.
21. If needing to set up more than just 1 email, please follow steps 16 – 30 until all emails are setup.
22. When email(s) address(es) are setup, chatter the AC in the website update case with the username and password. Please say the following: “ @xxxx here is the username and password. Please give the client a call to pass the information.”
    1. If an email needs to be sent, remind them to delete the sent email and then delete the email out of the delete folder. We don’t want passwords out there.

AutoNet TV – New Sale

1. Create the product in Salesforce. Please reference here on how to create a product
2. Fill the form out from Optimize Garage: https://www.optimizegarage.com/autonet-tv
3. When AutoNet TV has been sold, add a note to the onboarding to let them know the form is filled out.
4. Once the Website team gets the notification the account is created, the Website Team will add the videos to the service pages. Not all service pages will have videos.
5. When the website goes live, the Website team will add in a go-live date to trigger billing.
6. When the website has all assets live, the Website team will close the case and chatter the AC.

AutoNet TV – Upsell

1. Create the product in Salesforce. Please reference here on how to create a product
2. Fill the form out from Optimize Garage: https://www.optimizegarage.com/autonet-tv
3. Create a website update case with the following:
   • Subject: Add AutoNet TV
   • Date Needed: 7 business days
   • Deception: Add AutoNet TV videos to the website.
4. Once the Website team gets the notification the account is created, the Website Team will add the videos to the service pages. Not all service pages will have videos.
5. When AutoNet TV goes live, the Website team will add in a go-live date to trigger billing.
6. The Website team will close the case and chatter the AC.

AutoNet TV Cancel

1. Put AutoNet TV product into cancel and fill out the cancel event. Please see here to follow the steps for putting a product in cancel.
2. Billing will update the paid-through date and will notify the website manager
3. When the product is lost, create the product cancelation case.
4. Tag the Website Manager in the Website section of the case.
5. The Website Manager will create a website update case to take the videos off the website and re-add the images. Date needed will be the next day after the paid through date.
6. The Website Manager will email Kurt Barlow at kbarlow@autonettv.com with the subject line as the client’s name with the following body: “Hello! Please delete xxxx’s account and billing from the AutoNet TV system.  Thank you”
7. The Website Manager will update the website duties note with the date the email was sent to Kurt.
8. The website manager mark AutoNet TV, website team duties complete, and fills in the website team duties complete date
9. The website manager will assign the product cancelation event to the supervisor
10. The website manager will click Open- Assigned Supervisor on the bar
11.  The website manager will update the website with the service images.
12. The website manager will chatter the AC when completed and close the website update case.

Updating AutoNet TV videos

The videos will be updated, if allowed, on the first business day of each quarter. January, April, July, October.

The website team will create the website update case.  The website team will update the videos either on the dynamic service page or the individual service pages. Please see how the website is set up.

The Website team will add in each quarter task along with the websites into the planner along with creating an event on our Microsoft calendar.

How to pitch Yelp products

1. Position ODM as a Yelp Partner and all of the things that come with it!
   
   1. Dedicated Support (Peter Huber phuber@yelp.com)
   2. Advanced Reports (search data, keyword analytics, competitor insights, etc.)
   3. Optimization Tools (UTM tracking, API integration)
   4. Preferred Pricing
2. Offer high quality, cost effective leads from Yelpers with intent to purchase. Drop your prospects in the Client Insight Tool and get CPL data with a budget recommendation.
3. Build a competitive landscape and highlight the opportunity loss. If you need supporting data to better display your client’s competition - just request it!
   
   1. Reference: Custom Client Decks & Budget Recommendations
4. Go through a live search progression with your client. Show them the SEO value, all the way through the point of purchase. Practice ahead and screen share in your V/C or talk your client through it on the phone.
5. If all else fails, call your friendly neighborhood Yelp rep (the email guy again)! Seriously, if you need assistance on a call, a client has very specific questions, or even if you just want the validation of a Yelp representative with you….just ask!
   
   1. Reference: Your Agency Shared Drive

Additional Resources:
● Common Client Objections
● Case Studies

Yelp Recommended Language and Talkpaths

INSTEAD OF	WE RECOMMEND
“When you’ve had a successful relationship with a client, email or text them asking for a review of your work. Then, you can add this review to your website and filter out bad reviews. This will build credibility within your community and garner trust from potential clients.”	“When you’ve had a successful relationship with a client, mention that you appreciate any feedback. If they decide to leave a review, you can add this review to your website to showcase what your clients say about you. This will build credibility within your community and garner trust from potential clients.”
“Our Online Reputation Management services help your hospital make it easy for patients to leave reviews on Yelp and Google, and we also help positively shape your reputation so that it shows your best side.”	“Our Online Reputation Management services help your hospital make it easy for patients to see your reviews on Yelp and Google, and we also help positively shape your reputation so that it shows your best side.”
“Asking customers to leave reviews is always a challenge. Many businesses don’t want to bother their customers or ask the wrong client for a review. Don’t let this scare you! If your customers like your business, they’ll be willing to leave you a review if you just ask.”	“Getting feedback is always a challenge. Many businesses don’t want to bother their customers or ask the wrong client for a review. Don’t let this scare you! If your customers like your business, they’ll be willing to leave you feedback.”
“Ways to ask for reviews: Links to review sites can make it easy to direct your customers to leave you a review. Have signs asking for reviews. Yelp, Facebook, and other review sites provide display materials like stickers to encourage customers to leave reviews. An email marketing campaign can include asking for a review on Google. Make sure your wifi is free. By providing wifi, you can prompt the user to leave a review of your service.”	“Ways to showcase your reputation: Links to review sites can make it easy for customers to see what others are saying about you. Use in-store displays. Yelp, Facebook, and other review sites provide display materials like stickers to encourage customers to visit third-party platforms. An email marketing campaign can include gathering feedback for internal use only. Make sure your wifi is free. By providing an extra service for customers, they might be willing to say something positive about you.”
“Ask your loyal or happy customers to leave you a review. Asking your customers to review you on Yelp, Facebook, or Google can be scary, but it’s absolutely necessary! Create a system with your sales team or an automated review request email/text for customers asking if they had any concerns about your service and to be sure to leave you a 5 star review.”	“Ask all your customers for feedback regarding the service you provided. Remind customers to see what others are saying on Yelp, Facebook, or Google. Create a system with your sales team or an online reputation management system for customers to leave honest feedback.”
“One way is by asking loyal and happy customers to write and post a review on Yelp, Yahoo!, or UrbanSpoon. The logic behind this is that if a potential customer sees a good amount of positive reviews to one negative review, the positive reviews will win out.”	“One way is by reminding your customers that you’re on Google and you appreciate any feedback. The logic behind this is that if a potential customer sees a good amount of positive reviews to one negative review, the positive reviews will win out.”
“In order to manage your company’s reputation effectively, be sure you have claimed account ownership on any sites this applies to. In addition to this, encourage loyal customers to write positive reviews about their experiences.”	“In order to manage your company’s reputation effectively, be sure you have claimed account ownership on any sites this applies to. In addition to this, encourage customers that you are on third-party platforms and to share their experience.”

How do I select dark/light mode for every tab?

Click the moon icon next to your profile on the top navigation bar.

How do I mark a review as ‘done’ (to remove it from the list) if I don’t want to respond to it?

1. Toggle on the Response Exception slider
2. Add the required exception reason
3. Select Add 

A review is showing in HQ, but I am unable to find it on the social profile, why is this happening?

The social profile may have removed the review.  

If a customer updates their review on the social profile, will I get notified through HQ?

Currently this is not a feature available within our review notification system. The review will be repopulated under the Reviews tab as a ‘new’ review with the original review response.  

I see a review on my social profile that is not showing in HQ, why is this happening?

Our system pulls in new reviews from the platforms about every four hours. If the review was left within the last four hours, this may be the cause.  

Under filters, what are deleted reviews?

Reviews that have been natively deleted from the social profiles.  

Can I delete a review from my social profiles using HQ?

No, this feature must be utilized directly on the social profiles.  

Can I disable the ‘response exception’ for other users within HQ?

No, the Response Exception feature will always be available for all user profiles.  

Where can I see all reviews marked as ‘Response Exception’?

Use Filter dropdown -> Review Exceptions’  

Can I disable review response ‘generation’ for other users within HQ?

This feature will be available to all location users.  

Do reviews from my social profiles show up in the HQ list immediately?

Our software pulls reviews from native social profiles about every four hours.  

Do my review responses post immediately?

Yes, our software has the capability to post review responses immediately after they are sent in Optimize HQ.  

Can I attach my website reviews to respond to them within HQ as well?

This is not currentlyt a feature available within Optimize HQ.  

In the Reviews tab, I do not see my social profile listed under ‘All Locations’, why is this happening?

If your business is not showing under the All Locations dropdown, you have not successfully added your businesses’ social profiles for them to populate in this dropdown.

What is the difference between ‘Review’ Analytics and ‘Social Insight’ Analytics?

The Review tab under Analytics shows how many reviews have been received on which attached social profiles, the ratings of those reviews, and view the reviews received and your responses to those reviews. Social Insights under the Analytics tab includes reporting from attached social profiles including Facebook, Google Business Profile, paid advertising, and Twitter.  

Under ‘reviews’ and ‘social insights’ the Location Name drop-down is blank, why is this happening?

Your social profiles were not successfully connected to Optimize HQ.  

Am I able to set a default location under ‘Search Location’?

No, this feature is not currently available within Optimize HQ.  

I don’t believe I have a MechanicNet listing, why is this showing on my ‘review’ analytics?

This is showing as an option for our clients who have integrated MechanicNet review management within their services with Optimize Digital Marketing.  

Can my website reviews be added to the ‘review’ analytics?

No, this is not a functionality that we currently offer within Optimize HQ.  

I just received a 5-star review on my social profile today, but it is not showing in the ‘analytics’, when can I expect to see this factored into the numbers?

Once the review is available within Optimize HQ, the review will be factored into the review analytics. Social profile reviews are pulled into Optimize HQ about every four hours.  

How do I toggle between multiple businesses or locations to see social insights and reviews?

Use the Location Name dropdown box to select the desired business or location.  

How do I edit the defaulted date range on either the Social Insights or Reviews?

Click in the Date box to edit the time frame from the defaulted Last 90 Days date range. Feel free to select one of the preselected time frames or use custom Range to select your desired date range.  

Am I able to permanently update the default date range?

This is not a feature within Optimize HQ. The date range is defaulted to the last 90 calendar days compared to the 90 calendar days prior.  

For social insights am I able to change the default ‘compare to’ date range?

No, the default date range will always be comparing insights to the previous 90 calendar days.  

Why do I only have the option of ‘compare to’ a date range for ‘social insights’ and not ‘reviews’? Can I change this in my settings?

This is currently not a feature within Optimize HQ.  

Can I change the potential revenue estimates and average per ticket?

Yes, the potential revenue estimates can be edited.

Go to the Management tab -> Companies/Locations -> Locations -> search for desired business -> click Edit -> update the appropriate field.  

Why are the ‘Social Insight’ Analytics and the social profile analytics directly on the listings reflecting different numbers?

Optimize HQ is a third-party software so we have the ability to provide information and insights as the platforms release them.  

Why are some ‘social insights’ not showing any numbers?

If not all social insights are pulling for all desired social profiles, the social profile may not be successfully attached to Optimize HQ.  

Can I set up automatic analytic emails to be sent to specific users weekly or monthly?

This is currently not a feature available within Optimize HQ. The analytics can be exported from Optimize HQ at any time.  

Can I easily schedule more than one post at a time without leaving the current window?

+ button, Attachment window -> ‘Generate Posts’ -> Upload all images into the dropbox to separate each attachment into its own post.  

How are Channel Tags set up to use for posting?

Management tab -> Companies/Locations -> Locations -> search for desired business -> click Edit -> update the location’s dropdown.  

Can the hidden post feature be turned on/off?

This is not a functionality available within Optimize HQ.  

If I save a post as a draft, where is the post stored?

Outbox -> Drafts 

Am I able to set a default service or list when creating a post?

No, default service or Lists are not a feature available within Optimize HQ.  

I accidentally hit ‘send’ before I finished creating my post, can I stop it from posting to my social profiles?

Outbox tab -> Status -> find the desired post that you want to prevent from sending -> under the Status column the social profiles will be grey if the post has not sent -> click the social profile for each platform the post was scheduled to be sent to -> click the ‘Remove from processing’ link to remove the message. This must be done for each social profile that the post was intended to be sent to.  

Can I default new message settings to always send to a queue or schedule?

No, the default should be to send the new post to drafts.

How long does it take from clicking ‘send’ to showing up on my social profiles?

No, the default should be to send the new post to drafts.  

Can I set up notifications for every time a user creates a post? Can I approve all created posts before they can be sent?

This is not a feature available within Optimize HQ at this time.  

What is the difference between ‘Schedule’ and ‘Deck’?

Schedule - A post that is date and time specific, can be repeated.

Deck – a group of content that is sent at selected intervals, can be repeated.  

Am I able to send a post instantly without selecting Schedule or Deck?

Yes, create the desired post under the Create Post tab then select Send to have the post go to your social profiles. 

If I add a new message box, will both messages be posted to my social pages at the same time?

Yes, if you click the blue Send button, all messages above will be posted unless the Schedule or Deck options are selected.  

What are the best practices when adding new message boxes?

Click the Schedule or Deck options prior to creating new post messages.  

What does the ‘{}’ do? 

This is for our Channel Tag feature. Click the brackets for a dropdown of Channel Tags to appear to be used in posts.  

What does the eye with the line through it do?

The Hidden Post feature prevents the post from being viewable on the content calendar.  

How do I add multiple images to one post?

Under the Create Post tab, click the paper clip icon under the new message window to add all desired images to the post. You can also easily click and drag the images over the new message window to add them to the post.  

Why does it show ‘Original’ ‘Facebook’ ’Google’ etc when creating a new message?

These are new post windows to view how the post will be formatted on different social profiles depending on each platform's posting restrictions.  

What happens if I edit the message on one tab but not the other?

The other social profile tabs will not be edited to match.

What happens when I check the ‘recurring’ box?

This causes the post to go out multiple times on the selected frequency rate.

Where do I see posts that are ‘recurring’?

Outbox tab -> Schedules 

Can I edit a ‘recurrence’ after the message has been sent/scheduled? 

Yes, click the Edit pencil to edit the recurrence frequency.

I can’t find the Deck I created to add my new message to, why?

Make sure you have the Deck available in Decks under the Outbox tab.

What is the ‘Status’ Tab?

This shows the status of the messages being posted to the selected social profiles.  

How do you read/interpret the items listed within this tab?

This is a list of actions that are linked to your location by social profiles and what outcomes have happened (Ex. Reviews being Pulled, Messages posted, Reviews answered). 

Am I able to edit a ‘Scheduled’ post and assign it to a ‘Deck’ instead?

Yes, click the Edit pencil button to adjust the post from being in Schedules to a desired Deck.

Why is a message showing a ‘Next Send Date’ that has passed?

There was an error that caused the post to not be sent.  

Check the Status tab under Outbox to identify the origin of the error for troubleshooting.  

Where can I see what social profile my scheduled post is going to be posted to?

Outbox tab -> Schedules -> click the Edit pencil button to view the current social profiles attached to the scheduled post and edit accordingly as needed.  

Can I edit the view to show dates within the Schedules list?

Yes, using the sub-navigation bar, click Column visibility, and check Profiles to show which social profiles are attached to scheduled posts within the Schedules tab.  

Can I use the search feature to search for a location or is it only to search the contents of the message?

No, this feature is not available within Optimize HQ.  

How do I change the day or time posts go out from Decks?

Edit Deck -> select the desired days of the week -> use the time clock to pick a posting time.

How do I edit the order of posts in a Deck?

Use the Randomize button on the top Deck Manager bar to shuffle the posting order or Click on the date on the post and then drag to the desired location.  

Can I add/edit a Deck’s settings at any time without affecting the current messages that have been added?

No, as additional content is added or if the Deck settings are changed, this will affect the content within the Deck.  

What does the ‘recycle’ feature do?

This causes your content to move to the bottom of the Deck after it has been posted to be posted again at a later date according to the Deck’s posting schedule settings.  

Can I only recycle certain messages?

No, all content in the Deck must be recycled if this feature is enabled.  

Will I be notified if a user ‘pauses’ a deck?

No, Optimize HQ does not have a notification system enabled for this.

How long will a deck be paused for?

A Deck will be paused indefinitely until the Deck settings are updated to continue posting

How are the deck posting times determined when generating optimal time?

The optimal posting times are generated based on insights from the social profiles on which times are best to have posts go out based on visibility and engagement.  

Is there more than 1 optimal posting time each day?

Yes, there are many optimal posting times per day.

Can I post more than once from a Deck each day?

Yes, as many posting times as desired each day can be selected within the Deck Settings. 

How do I stop a Deck from posting on certain days of the week?

Select the Deck to be edited -> click Edit Deck -> remove the days and times that you no longer wish to have posts go out at -> Click Save Settings  

I accidentally deleted a Deck, is there a way to recover it?

Contact Optimize HQ Support for assistance with recovering an unintentionally deleted Deck.

How many decks can I have per social profile?

You may have an unlimited amount of Decks per social profile in Optimize HQ.

Can I update a message within a Deck to be ‘Scheduled’ instead?

Yes, click on the desired post -> Edit -> select the calendar Scheduled icon in the message window -> click Schedule 

Will this remove the message from my deck permanently? 

Yes, this will move the post to the Schedules tab and not create a copy.  

Why would I need to use the import feature?

The import feature can be used to mass upload social content.  

Where can I find supported import documents?

The document used to import social content would be provided by the Optimize HQ user.

How do I move a draft into ‘decks’ or ‘schedules’?

Click on the intended draft image to be edited -> in the message box, select either Schedule or Queue as desired -> select the blue button to save the intended posting method.  

Do ‘drafts’ get deleted after a certain amount of time?

No, your drafts will be stored as long as you are an Optimize HQ user.

Where can I find what ‘social profile’ my draft is attached to?

Click Edit to view the entire message and Social Profiles that are attached.

Negative Review Responses

An SOP describing the standard for responding to clients’ negative reviews.

1. Screenshot the negative review and insert into an email to your point of contact at the business.
   1. Include two proposed review responses.
2. If your client does not respond to your email that business day, contact the client the next business day to discuss a review response.
3. If no response from your client, use one of the proposed review responses that were emailed to the client to respond to the review that business day

Getting Started in Optimize HQ

Step 1: Create Users

• Begin by creating user accounts for all individuals who will be using Optimize HQ.
  • Select Management > Users > Add User (Upper right corner)
• Assign appropriate roles and permissions based on their responsibilities.

Step 2: Create Companies/Locations

• Set up your companies and locations within Optimize HQ.
  • Select Management > Locations > Add Company/Location (Upper right corner)
• This step ensures accurate organization and management of data.

Step 3: Create Social Profiles

• Connect your social media accounts by creating social profiles within Optimize HQ.
  • Select Social Profiles > Social Pages > Add Service (Upper right corner)
• This allows seamless integration with various platforms.

Step 4: Choose Your Path

Option A: Answer Reviews

• If your goal is to manage reviews, navigate to the review section.
• Respond to customer reviews promptly and efficiently.

Option B: Create Posts

• If your focus is on content creation, head to the post creation section.
• Schedule posts for future publishing or add them to decks for strategic planning.

Tips and Tricks

• Efficient Collaboration: Utilize collaboration features like the media library and location users to streamline teamwork.
• Data Analytics: Leverage Optimize HQ's analytics tools for insights into your social media performance.
• Automation: Use our content scheduling and posting deck features to automate repetitive tasks, saving time and effort.

Need Help?

• Access the Help Center in Optimize HQ for detailed instructions.
• Contact our support team at (651) 410-1414 for personalized assistance.

Adding clients into HQ - Instructions for the AC and Instructions on the Client side

1. Click "Management"

   

2. Click "Companies/Locations"

   

3. Click "Location Users"

   

4. Click "ADD USER"

   

5. Click the "First Name" field.

   

6. Type the user's first and last name

7. Insert the user's email address

   

8. Under "Active", select the "Yes" option.

   

9. Click "Select a timezone"

   

10. Choose a temporary password. It can be anything, as the user will change it upon their first login to the system.

    

11. Type the same password in the "Confirm Password" field.

    

12. Select the correct location for the user.

    

13. Click "Account Roles/Permissions"

    

14. Choose the correct role and click "Add"

    

15. Click "Create"

    

The user will now receive an email that verifies their account and has them set their password.

What are local feeds?

Articles and news stories from local sources and channels  

How many ‘categories’ can I add to the Local Feed?

Optimize HQ allows for unlimited categories. This means you may have as many categories as are relevant to your pages.

What is the difference between ‘categories’ and ‘custom’?

Custom is location based, categories is global and provided

Are there requirements/limitations for what can be added as a category?

There are no requirements/limitations for what can be added 

What are social profiles?

This is the category where all your Social Media Pages and Service Groups are located. 

What is the difference between Social Pages and Service Groups?

Social Pages are the individual pages from each platform (Facebook, Google, Instagram, etc)

Service Groups give you the ability to group individual Social Pages to post to multiple platforms at one time

How do I add a social page?

Add service > Select Platform > Follow Steps 

Should I only use service groups or is it better to use social profiles?

If your goal is to send a message to multiple platforms or pages at once, use a service group.  

When should I avoid using a service group?

When you send location/platform specific content.  

Is there a limit to the number social pages that can be added to a service group?

There is no limit to the number of social pages that can be added to a service group 

What are HQ best practices for a multi-location business?

If your Facebook business page is set up in Facebook Framework, only add the main page to your service group. (content should be set up to cascade from the parent page)  

Content Naming Convention

‘Client name from Salesforce – Facility ID found in Salesforce’

There is a space, dash, space between the two pieces of information.

Content SOP

An SOP describing content best practices, including the naming convention standards for content Service Lists and Decks.

Naming Conventions

• Decks and Service Lists
  • This is for your main content deck for the client which would have a minimum of Facebook services attached, if applicable.
    • 1 - Client name from Salesforce – Facility ID (FID - found in Salesforce)
      • There is a space, dash, space between the pieces of
        information.
  • Services only that are not posted to Facebook due to the content type or dimensions.
    • Account name – which platforms posting to (ie – Google, Twitter, Instagram, LinkedIn, etc.)
  • Group for posting engaging, seasonal, promotions/rebates, etc.
    • Group name should be the same as the Deck (ex.- Group 1 – engaging – amount of times posting per week)

Content Requirements

• Timely content (promotions, events, seasonal, holiday hours, giveaways, etc.) needs to be scheduled, not in a Deck.
• Decks can go out year-round, and be a set it and forget it content strategy
• Recycling main client Decks need to have a minimum of 60 posts at one time.
• 75% of recycling service content in clients’ main deck needs to be branded using client colors and logo.
• 75% of recycling service content in clients’ main deck needs to have appropriate Call To Actions (CTAs) including website links, clients’ phone numbers, clients’ street address, links to their social media platforms, etc.
  • Channel tag fields:
    • Phone number
    • Website
    • Website – Appointments
    • Website – Services
    • Website – Promos
    • Address
    • Review Site – Google
    • Review Site – Facebook
    • Twitter link
    • Instagram link
  • For multi-locations, utilize a location finder from the client’s website, location landing pages from the client’s website, or use verbiage like ‘Visit your nearest location/store’ or rotate location information.
• Engaging content should NOT be used for Google Posts due to the nature of the platform and posting dimension requirements.

All content, regardless of the category or type of post, should meet the following expectations:

• All verbiage is grammatically correct.
• All information is accurate and has been fact-checked.
• Absolutely no political or religious content.
• Humor is appropriate for all ages.
• No Curse words, drug references, weapons

Graphic Quality-

• Memes with imgflip watermarks are okay
• Memes style has lower quality so use your judgement
• Avoid all other watermarks, content should be created in house for authenticity

Expectations for Informational Content-

• Avoid obvious information with Informational posts.
• Get your point across using fewer words.
• Fact-check your information.
• Use introductions for information that may seem random. (If it is not automotive content, an introductive statement should be applied:)
  
  • Fun fact
  • Did you know?
• Must be created by graphics team.

Expectations for Memes-

• Avoid overused viral memes that everyone has seen.
• Absolutely no religious or political content.
• Make sure the images are high quality.
• You may create your own memes using a meme generator.
• You may not use copyrighted memes. (ex. “Someecards” or “Yourecards”)

Expectations for Engaging Content

• Avoid inappropriate questions.
• Utilize different engagement strategies in each queue.
• Be creative and try new things.
• Keep track of answers and add them to the answer key.
• Must be created by graphics team.

Deck Requirements

• Status of Deck (for recycling, main client Decks):
  • Red = 60 pieces of content in the Deck or less
  • Yellow = 120 pieces of content in the Deck or less
  • Green = 240 pieces of content in the Deck or less
• If a Deck needs to be paused for any duration of time, a reason for the pause will be required to be submitted.
• Make sure the content is shuffled so there is an even distribution of service content (i.e. - no alignment, tires, oil change, etc. posts one after another/back to
  back).
• If an automotive client requests a content strategy outside of our SOP, it is required that you first speak with the client about the importance of our content
  strategy and add some engaging content (once or twice a week).
  
  • If the client insists that they want a different content strategy from there, you must pitch the new content strategy to your supervisor for approval.
    From there, your supervisor with work with the development team to ensure failsafes are in place to prevent posting errors.
• One-off industry clients should have the same deck requirements. See supervisor for questions or content approval.

Instagram Services SOP

1. Utilize photo package images for weekly content
2. Post a Story once weekly
3. Respond to user comments and direct messages.
4. Follow local businesses and Instagram users.

Content Tools

Content Tools:

Bitly - https://bitly.com/

• shorten URLs when needed for post copy character restrictions
  • Can hinder SEO value 
  • Provides reporting on link clicks

Google Marketing Kit - https://marketingkit.withgoogle.com/

• promote clients’ Google listing and reviews

Emojipedia - https://emojipedia.org/smiling-face-with-smiling-eyes/

• view what emoji will look like on different phone software’s and platforms

Tiny Wow - https://tinywow.com/write/instagram-caption-generator

• AI caption writer, make sure to check for appropriateness and accuracy

Google Business Profile review link –

• Search for your client’s Google Business Profile, click on their number of Google reviews and rating, click on the blue ‘Get more reviews’ button in the upper right corner of the pop-up, copy the generated, client specific link to promote reviews. Ex. - https://g.page/r/CVjYPiMTE9-rEB0/review

Google Trends - https://trends.google.com/trends/explore?date=now%201-d&geo=US&q=auto%20repair,brake%20service,wheel%20alignment,new%20tires,oil%20change&hl=en

• find common search terms by metro region to help with strategy

Clients personal Marketing Portal

• Most major brands offer dealers a marketing portal, you can find specials, brand specific content, and brand guidelines. Ask clients for their login information.

What is Syndicated Content (Instagram)?

Syndicated content is content that is republished on multiple websites or platforms. The goal is to increase the reach and visibility of the original content. For example, if you were posting out to multiple locations or posting the same content on Instagram and Facebook.

Why it's used

• Brand awareness: Businesses can increase brand awareness and drive traffic to their website.
• Cost-efficient: Businesses can share content across multiple platforms without having to create new content.
• Reach new audiences: Businesses can reach audiences they would not otherwise reach

Pricing

Setup: $250

Monthly: $99

What is the set-up fee for Epicor services?

The Epicor set-up fee is typically $500, but our clients receive $500 off Epicor set-up due to our partnership.

This means there is a $0 setup fee for Epicor's Service CRM through Optimize!

What can Epicor offer NAPA Auto Part stores?

Epicor has a program called Eagle that is specific to NAPA Parts. This is currently not part of our partnership with Epicor.

What if the client is already working with Epicor? Can we move that service over to Optimize?

As an Epicor partner, we are not able to move an existing Epicor client’s services underneath ODM.

What does the postcard fee entail? ('Promotional postcards billed directly to customer')

$1.19 per post card billed directly to our client from Epicor

What is included with Epicor Service CRM?

• CRM Reminders Email - Unlimited
• Closed Loop Marketing
• Broadcast Texting 1000 per month
• Frequency Report
• OBD4 Business Dashboard (Epicor’s customer dashboard)
• Google Review Text - Unlimited
• Day of Service Text - Unlimited
• Additional fee for Post Cards - $1.19 each
• CRM Text included

Where do we fill out our internal lead form for clients who are interested in Epicor?

Right click and open this link in a new tab: https://www.optimizegarage.com/epicor-sign-up

2024 NAPA Gold Marketing Funds

NAPA Gold Certified shops can choose between two options with Optimize to fit their online needs

1. Facebook Advertisement: Promote your NAPA Gold Certified status 365 days a year by highlighting what this means for your customers - high customer satisfaction rating, ASE Certified technicians, and the 36-month/36k mile warranty! ODM’s Blueprint Certified Advertising Team will maximize your paid advertising spend using exclusive videos and SEO-rich ad copy directing customers to call your shop or visit your website. OR
2. Reputation Management: Save time by having our team at ODM manage and respond to all customer reviews on Google, Yelp, and Facebook. ODM will personalize both positive and negative review responses, including using keywords to increase SEO value on the top search engines.

Gold Certification (certification is per location and needs to be renewed every 3 years, check the date certified field on Salesforce and confirm certification status with the client when needed):

• $1500 Annually – Enrollment between January 1st – June 30th
• $750 (6 Month Product) – Enrollment between July 1st – September 30th
• $0 (all benefits start January 1 of the following year) - Enrollment between October 1st – December 31st

Additional NAPA Gold Benefits – For ODM to promote on behalf of a NAPA Gold Certified Shop:

• 36 month/36,000-mile NAPA Warranty
• NAPA Credit Card offered.

*All additional benefits should be discussed with the client before promoting these programs. Just because they can use it, doesn’t always mean they do.

How to claim funds – The client is required to claim marketing funds and is responsible for paying for any service received if they do not claim upon live date/renewal:

• Client must log in to NAPA Members Site: member/napaautocare.com/sign-in
• Select Gold Program (the top nav bar has not been directing to the Gold Program page for a while, if they are having issues, ask them to scroll to the bottom and click Gold Program there)
• Select Gold Marketing Funds, this is where all options are housed, and they will need to “redeem the offer” (Note if they have already used them, they will not have the option to “Click Here to Redeem this Offer”)
  • Reputation Management: This can be a stand-alone product or bundled with any service that includes review responses. When bundled with another service, it will reduce the clients' out-of-pocket costs by $125/month. If they only receive a 6-month value ($750), they need to claim their next set of funds before the 6-month product lapses.
  • Facebook Advertisement: This can be a stand-alone product or in addition to current services. Marketing funds can ONLY be used for approved ads highlighting the NAPA Gold Certification (see NAPA Gold Ad Solution doc for examples and information).
    Product Is either a 6-month or 12-month value.
• Fill out the form and click submit. Important Note: the form is intended for new customers, current clients do need to fill the form out, but they can enter any date in for the “contact dates” as we are already in communication with them.
• Accounting gets notification of funds claimed and will upload into the files and chatter the ACDM/Sales if needed.
  • “Doubling up” on funds is not accepted (unless is for two different locations). If a client claims their funds before the product ends, you must specify if they intend to use the funds consecutively for their current product or use them for the other option. *If you have questions or concerns, please ask.

NAPA Gold Funds - Internal Process

Gold Fund Products & Service implementation

• Client claims funds via NAPA Member Site ( https://member.napaautocare.com/ )
  • Open Member Site > Gold Program > Gold Marketing Funds > Click Here to Redeem this Offer (Under Correct Option) > Fill out form (form is set up for new customers, they can enter any date in the preferred contact date)
  • Funds claimed are then sent to our internal Accounting Department.
    • Accounting will chatter the corresponding AC that Gold Funds were received
      • If there is not a Subscription Product created, AC must create a product ASAP.
  • Services Begin
    • Facebook Ads – Create initial Ad Case, ads team will clone for full 12 months
      
      • Ads are bi-monthly
        • Jan – Feb, Mar – Apr, May – Jun, Jul – Aug, Sept – Oct, Nov – Dec
        • If a client opts out of a sales Driver promotion, you must chatter the ads team in that ad case.
    • Reputation Management
      • Review Responding begins when product is Live.
  • Product Ends
    • Client must re-claim their Gold Funds or the Subscription Product will Lapse.
    • Reputation Management Bundled - If a client intends to claim their Gold Funds upon renewal, they will have TWO months after their renewal date to claim or they will be back charged, and billing will move to out of pocket full program cost.
• NAPA Gold Funds – Funds not available (Beginning of a new year)
  • If a client’s Reputation Management Bundled renewal is prior to NAPA releasing the Gold marketing funds, you will need to get their intent to claim.
    • Confirm the client’s intent to use NAPA Gold Marketing Funds towards their Reputation Management service or bundled with their social media program.
    • If the client chooses to continue using their Reputation Management bundled with a social media program, the AC must follow up with a confirmation email.
      • “Thank you for confirming that you intend to use your 2023 NAPA Gold Marketing Funds towards our Reputation Management service option bundled with a social media program. We will continue to provide all services included in your program while taking these Marketing Funds into account for your monthly payment. Your monthly out-of-pocket payment will resume at [$214/other amount for multi. locations] moving forward. When the Gold Funds become available to claim, we will notify you. You will have 30 days from that date to claim your Gold Funds using this option. If you do not claim the Gold Funds during this time period, your monthly payment will be moved to $339 out-of-pocket, and you will be charged $125 additionally for each month you received the discounted rate.”
    • If the client is Reputation Management only, we will continue to offer service during this time if they intend to continue.
    • Put the renewal product into Verification in Salesforce. Chatter @NotifyChanges with their intent to use these Gold Funds.

*Please note: this is for current clients using their Gold Funds towards the Reputation Management option only with a renewal date approaching prior to the Gold Funds being available in the NAPA member portal. If your client is using their Gold Funds for the advertising option, we will not run ads until we receive the Gold Funds from NAPA. Any new NAPA Gold Certified shops must wait for the Gold Funds to be available before going Live.

What are NAPA Gold Marketing Funds?

NAPA Gold Marketing Funds are allocated funds to be redeemed, used, or foregone within the calendar year.

Are the NAPA Gold Marketing Funds refundable?

No, the funds are non-refundable.

What happens if a client claims the wrong product (e.g., rep management instead of ads)?

If the wrong product is claimed, adjustments can be made internally only at the start of the product. Once the product is in service, it cannot be switched.

What should be done if a client accidentally claimed funds with another Gold Vendor or vice versa?

The client needs to contact NAPA directly to resolve the issue. Notify the AC leadership team if this occurs and do not start providing the selected services until the issue is resolved.

Does NAPA Gold Certification stay with the location if the shop is sold?

Yes, the certification stays with the location (location ID, formerly known as CMNO) as long as the business information, including the location, does not change. The new owner will acquire the NAPA Gold Certification for the remainder of the term, and they will need to renew it according to the initial certification date.

Can NAPA Gold Marketing funds be used in addition to co-op?

Yes, NAPA Gold Marketing funds can be used in addition to co-op. Rep Management Bundled will act as a "discount," and the remaining amount will be submitted for co-op.

What options does a client have if they want to cancel services?

If a client asks to cancel services, their gold fund product can be a stand-alone product. If the product is bundled, they can downgrade to rep management only. Confirm with the client if they would like to continue through the product end date or forgo the remainder of the funds.

NAPA Gold Solution SOP

Gold Fund Products & Service Implementation

Client claims funds via NAPA Member Site (member.napaautocare.com)

• Open Member Site > Gold Program > Gold Marketing Funds > Click Here to Redeem this Offer (Under Correct Option) > Fill out form (form is set up for new customers, they can enter any date in the preferred contact date)
• Funds claimed are then sent to our internal Accounting Department
  
  • Accounting will chatter the corresponding AC that Gold Funds were received for the following product.
    
    • If there is not a Subscription Product Created, AC must create the product within 1 business day.
• Services Begin
  
  • Annual Facebook Ads: Create Ad Case
    
    • Subject: NAPA Gold – Annual
    • Ad End Date: 1 year, minus a day from Ad Start Date
    • Ad Goal: Consideration
    • Ad Objective: Video Views
    • Description: NAPA Gold Ad – Annual
    • Ad Graphics: Stock Photos
    • Budget/Suggested Cost: NAPA Gold Ad Spend Full Budget
    • Suggested Wording – [Option #] (example: Annual 3)
    • Compliance Type: NAPA GOLD
  • Seasonal Facebook Ads: Create Ad Case
    
    • Subject: NAPA Gold – Seasonal [Season]
    • Ad End Date: 3 months from ad start date.
    • Ad Goal: Consideration
    • Ad Objective: Video Views
    • Description: NAPA Gold Ad – Seasonal
    • Ad Graphics: Stock Photos
    • Budget/Suggested Cost: NAPA Gold Ad Spend 3 Month Budget
    • Suggested Wording – [Option #] (example: Seasonal 3)
    • Compliance Type: NAPA GOLD
  • Reputation Management
    
    • Verify Services are added to the portal.
    • Review Responding Begins when Product is Live

If a new owner buys a NAPA Gold shop and changes the business name, is that shop still Gold Certified?

Typically yes. Refer to the NAPA Gold category for more information.

NAPA Gold Solution SOP

What is the 2025 NAPA Gold Marketing Fund Process?

 

WHAT IS CO-OP?

Funds earned by the dealer through their tire programs (Michelin/Bridgestone/Conti) that they can utilize through reimbursement.

This is mostly used by Michelin customers as Bridgestone works slightly different.

With Michelin Funds, the dealer accumulates them at a rate decided by Michelin based on their Michelin Tire Sales. The dealer then submits claims so they can use those funds to cover up to 125% of ODM services, depending on their package/product they have with us. Some products can only be reimbursed up to 100% and some products are not eligible for Co-Op funds at all. Setup, Photo, Video, Design fees and a few other products are not able to be included in a Co-Op submission. We do submit for Michelin clients utilizing Co-Op, as a default.

For Bridgestone, Tier 2-3 customers already have the funds available and may use them to pay for services with us. Tier 1 customers get their funds from any number of places, so it is up to the Rep to submit any claims to make sure they get the proper reimbursement.

MY DEALER HAS NEVER HEARD OF CO-OP, HOW DO THEY GET THAT?

Not every dealer qualifies for Co-Op through the tire brands they sell. They would have to get in touch with their Reps at the tire companies to see if they qualify.

Normally, a dealer will have to earn a certain amount of money on a brand’s tires per year to qualify but that’s not always the case. Therefore, many of our smaller dealers do not have Co-Op available to them as they don’t sell quite as many tires as their larger city counterparts.

In addition, Michelin dealers must be active on Michelin’s BDF program to be able to utilize their funds with ODM.

Bridgestone dealers must be a Tier 1, 2, 3, or an ARCA(Canada) dealer to utilize their funds with ODM. Conti is only coop’d through Tire Pros.

WHAT IS ODM’S ROLE IN THE CO-OP PROCESS?

Our role is to ensure the dealer’s pages/website meet any criteria needed to be approved for Co-Op, as well as help the dealer submit their claims for reimbursement with Michelin or send screenshots to Tire Pros.

A dealer might have questions about the amount of funds they have, when they can expect their reimbursement, what tier they are in, or why we don’t know what they have available in their fund. Since these questions have to do with their actual account with the tire brand, and involve secure financial information, we do not have access to this knowledge. They are required to contact their Michelin/Bridgestone/Conti/Tire Pros rep for more information. Michelin dealers can log on to their Michelin Dealer Connect account, as well.

While we will always do our best to help where we can, certain things must be done by the dealer.
We are not the Co-Op police. Once a claim is submitted, that is the end of ODM’s involvement until the next submission is to be made.

All questions the dealer has regarding their Michelin funds can be directed to Channel Fusion (contact info at the end of this document). Questions regarding their Bridgestone funds can be directed to their Bridgestone Rep, whom they should have contact info for. Questions regarding Conti funds can be directed either to their Rep or to their Tire Pros RAM.

CAN A DEALER USE 2 Co-Ops TO PAY FOR SERVICES WITH ODM?

Short answer: No.

Only 1 Co-Op brand may be claimed for 1 service/product with ODM at a time. However, A dealer can use 1 Co-Op brand for social media services and 1 Co-Op brand for additional ad funds* or website. The additional ad funds must still follow Co-Op guidelines set by that tire specific program.

*That being said, if a dealer is using Bridgestone at 100% for services, they may not use another brand to Co-Op their additional ad budget or website, as the requirements for 100% means that no other tire brands may be highlighted on the pages.

WHO PAYS OUT THE FUNDS TO THE DEALER WHEN THEY CLAIM CO-OP?

First, if a dealer doesn’t know where his reimbursement or funds come from, they should get in touch with their Rep for that brand, because it’s an important piece of information for their business.

Secondly, because we only submit claims for Michelin, a lot of the time we have no idea where the funds are coming from for other brands.

Here is what we do know:

Michelin:

A dealer accumulates funds to use for advertising purposes in a “bank” from selling a certain amount/percentage of qualifying Michelin/BFG tires. When a dealer makes a claim to Channel Fusion, if the claim has been satisfied (proof that it qualifies and meets terms), the funds are taken out of that “bank” and reimbursed to the dealer for as much as they have available after the percentage allowance. These funds are then deposited into an account they’ve set up with Michelin.

Bridgestone

This all depends on the program a dealer is on and if they buy direct or indirectly through a distributor.

• If a Dealer is listed as BSFS Tier 2-3, they buy directly through Bridgestone, so the funds are already in their account at the beginning of the year. There is no reimbursement given and usually no submission is required. Occasionally they may spot check and ask me for screenshots.
• If a dealer is listed as BSFS Tier 1, it is up to the dealer or their Bridgestone Rep to submit their claim for reimbursement. Occasionally DM Services will reach out for a screenshot to supplement these claims. Please direct them to the Co-Op Processor and they will gather the correct documentation.

Conti/Gen

This brand is exclusive to Tire Pros customers. We supply them with screenshots and invoices, and they submit the claims to those brands. This is a Tire Pros Only Co-Op option.

WHEN IS THE LAST DAY FOR A DEALER TO USE THE PREVIOUS YEAR’S FUNDS?

Michelin funds are now “Use it or Lose it”. Funds are eligible from Jan 1-Dec 31 of the year they’re in as well as January 1-31 of the next year.

Ex: Invoices from February 2023 can not be used for 2022 funds, but January 2023 invoices may.

Paid invoices from December can be submitted within the first couple of months but must fall within the requirements to in the BDF guidelines to qualify. If a new account signs up in December, that account MUST be live before Jan 31st to be able to claim the previous year’s funds for that invoice.

MICHELIN DOES NOT ALLOW PREPAY.

This means that new dealers signing up at the end of a year cannot prepay into the next year to try to use up their current year’s funds through more than Jan 31st.

All of our submission schedules for our clients ensure that we follow all the submission timeline requirements for Michelin. If you have a question on invoices and their timelines, please reach out to the Co-Op Processor before confirming with your dealers. We always want to try to make sure we’re giving our dealers accurate information. Not only does it protect our relationship with Michelin, but it also protects our dealers as well.

HOW DO I KNOW WHAT CO-OP A DEALER IS USING?

The Co-Op brand that a dealer is using is listed on the Product. You can find this information in the “Customer Info” section under “Coop Type” and “Coop Percentage”.

Occasionally a dealer might be using one Co-Op for social media service and another for Ad Budget or Website. Each product should have their own Co-Op label.

Should there be any other special Co-Op instructions, it may be noted in the “Important Service Notes” section or under the Co-Op Notes section, especially if the Account is switching Co-Op throughout the year, like some Tire Pros accounts have done in the past. Please do not edit these sections as they’re important to make sure correct service is being given to these Co-Op dealers.

For Tire Pros accounts, when the IO is received for the year, a note is made under Co-Op Notes to indicate changes during the year on services or Co-Op and the ACDM is notified via Chatter. It is then up to the ACDM to create tasks for themselves should they need to change the ad case at all going forward. For any changes that aren’t indicated on the original IO, the ACDM will be notified as soon as they are received, such as a Revised IO or last-minute IO for the next year.

For Tire Pros accounts, once Product is in Fulfillment or Live, you can reference the current IO for the year for the Co-Op changes as well.

WHAT IF THE DEALER DOESN’T HAVE ENOUGH FUNDS TO COVER THEIR SUBMISSION?

If a dealer has only accumulated a certain amount of funds so far and wants to submit an invoice that is more than what they have, they may be reimbursed for the amount they currently have until they have earned enough funds to satisfy their claim.

If the claim is for leftover funds for the year, they will only be reimbursed for what is left.

A dealer will not be reimbursed for more than they have earned. It is imperative for your dealers to know that just because a claim is submitted, that is no guarantee they will be reimbursed for it. It is based on the amount of funds they accumulate and their status with Michelin. If they’re making claims for more than just our Services, that adds up. Another important thing to know is that if an invoice gets double submitted, they will only get reimbursed once.

WHAT DO I NEED TO GET FROM MY DEALER AND WHAT ARE THE REQUIREMENTS FOR USING CO-OP FOR ONLY AN AD BUDGET?

*Important* We cannot just slap a logo on a graphic to boost for Bridgestone and Michelin (or any other brand). These need to be created/approved through our graphics department and sent for approval before being boosted. Therefore, we get preapproved images at the beginning of Michelin’s/Channel Fusion’s Fiscal year. It makes the process so much faster.

1. The ACDM will need to get payment before we run any ads. The ACDM will be notified when they are good to use the funds collected. If the account is Tire Pros and Tire Pros is paying for the additional ads, we will need an IO from them before being able to use the funds, unless the dealer wants to pay out of pocket for the funds. The ACDM will be chattered when that is received, and they are good to use the funds. *Please see ODM Tire Pros liaison with questions regarding Tire Pros additional ads)*
2. Requirements:
   1. Michelin: Any Boosts/Ads using Michelin funds need to be promoting specific Michelin/BF Goodrich tires. If the dealer wants to run a specific In-House promotion (ex: get &70 off when buying a set of 4 Michelin tires) then the graphic needs to be created by our graphic department, must follow all Michelin branding guidelines, and have the following verbiage on it so we can send it to Michelin to be approved: “See dealer for details. Offer expires (Insert end date). Void where prohibited”. The ACDM may not use the graphic until approval is received by Channel Fusion. This type of ad will only be approved up to 100% and Michelin has strict requirements on how much they’re allowed to offer on an in-house rebate on their tires, as well as when that ad can run.
   2. Bridgestone: Any boosts/ads using Bridgestone funds need to be promoting Bridgestone/Firestone tires in some way. This does not mean it must be strictly an ad or rebate of some kind. You may boost fun things, but it should come back around to Bridgestone.
      1. Ex: You might post a silly photo of couple cars in a snowbank with the text saying “Annual Summer Tires Meetup” but in the caption you might say “Don’t let this be you! We’ve got #Bridgestone #Blizzaks to keep you safely on the road!” This way, the post is still engaging but continues to relate to Bridgestone.
   3. Conti/General (Tire Pros Only): All Tire Pros promotional graphics should be given to you during the year, per receiving a Digital Advertising IO. **Please see the ODM Tire Pros liaison if you have additional questions regarding an ad budget for Tire Pros.**

Michelin Weekly Posts SOP

1. Have a Deck labeled ‘Michelin Weekly Posts’
   1. The Deck settings should be set to ‘Recycle messages’
   2. Select the Deck to post one day a week (Saturday or Sunday)
2. Create a Service List labeled ‘Michelin Weekly Posts’
   1. Include Facebook and Twitter pages for all clients that are utilizing Michelin/MAST 125% co-op
3. If you need the weekly Michelin post content because you do not have an existing Deck, please have your Team Lead or Supervisor reach out to Troy to have the Michelin weekly posts copied into your Deck.
4. If you have multiple ‘Michelin Weekly Posts’ Decks and/or Service Lists due to transferred accounts, please consolidate them into one.
   1. Be sure to add all Services to the one Service List being utilized.
5. Michelin posts, including the post copy and accompanying image/video, are provided to us from Channel Fusion for our clients since we are a Michelin partner.
   1. We cannot edit the weekly posts and Standard Ads unless approved by Michelin.

WHAT ARE THE REQUIREMENTS FOR MICHELIN CO-OP?

Important: Only dealers on the BDF Program at Michelin are accruing funds that can be reimbursed with services from ODM. If they are not actively participating in the BDF program, they cannot utilize Co-Op funds with us.

*Requirements are the same for both US and CAN accounts. There may be a difference in reimbursement percentages. Not every ODM product qualifies for reimbursement. If you have a dealer wondering about utilizing Co-Op for a product with us and are unsure if it qualifies, please reach out to your supervisor or the Co-Op Processor.

Banners

Michelin does not want graphic logos of theirs on any banner. The only exception to this is if you’re using a storefront image and they have Michelin signs on the building or on a sign on location.

Ads

The daily ad running on Facebook must be a preapproved Michelin ad which is provided for us by Michelin and set up by our Ads Team. You may ask the Ads team to switch it out for another pre-approved ad at any time, but it must stay one of the approved Michelin graphics for the duration of the dealer using Michelin Co-op. A screenshot of the running ad from Business Manager will be uploaded to the files section of the account in Salesforce for you by either the Ads Team or the Co-Op Processor.

Additional Ads

Clients using an additional ad budget that is being Co-Op’d by Michelin are required to follow the same rules as regular service. Michelin ad budgets must be used on Michelin approved promotional post/ads. 125% claims must have a new/recent tire defined by Michelin, 100% claims may have any current light truck or passenger tire defined by Michelin.

Websites

Websites with Michelin have a few tiers of eligibility, but our services mostly fall in to either up to 50% reimbursement or up to 100% reimbursement. Occasionally a site will be qualified for 125%, but they must hit every point on the guidelines to do so. This is why we pitch “up to 100% with potential for 125%” for our websites. For the minimum of 50%, websites must have: Michelin/BFG/Uniroyal in the footer, landing pages in the dropdown menu for each brand, a tire fitment guide that shows Michelin products if they meet the search parameters, a list of dealer services, and contact information that matches the Michelin Dealer Locator. (This info can be updated by the dealer in their Michelin® My Portal). For any reimbursement rate above 50%, the site will need to meet all 50% requirements as well as any additional % requirement. (See Website Development in BDF Guidelines on Optimize Garage)

Posts

At a minimum of once per week, a preapproved Michelin post must be posted to the FB and page(s). These posts must continue to run for the duration of the dealer’s service, so long as they want to claim their Michelin Co-Op. A queue/deck containing approved Michelin Graphics/Videos and Post Copy will be given to you to upload. These queues/decks must not be altered in any way, as they’ve been approved as is and are properties of Michelin.

Pricing

Michelin customers are at the Partner price rate, along with all automotive.

Submission

Co-Op is submitted to Channel Fusion on a rolling 3-Month basis for all customers, based around their payment date. Submissions are done by our Co-Op Processor and documented on the account, so AC’s will not need to worry about doing these.

If a dealer utilizing Michelin Co-Op is a Tire Pros customer, all files are sent to the Tire Pros SharePoint Dropbox for them to submit the claim.

*IMPORTANT: Funds are use it or lose it and not eligible for prepay. Dealers that sign up for our service at the end of the calendar year might not be eligible for that year’s funds if their services don’t go live in time. If selling a new client end of year, please reach out to the Co-Op Specialist for a more accurate timeline based on that specific dealer. Co-Op approval is NEVER promised but we will always do what we can to get the best option for our dealers. If an account sold at the end of December is not live before January 31st, it will not be eligible for the prior year’s funds.

 

WHAT IS THE TIMELINE FOR MICHELIN CO-OP SUBMISSION?

If your question is “When do they get reimbursed for their funds?”, the answer is simply “There’s no way to know.” Channel Fusion processes claims in the order they are received. Keep in mind that they’re receiving claims from all over the country by many different businesses and groups, not just from us. A reimbursement could take a few days or weeks in very rare situations. If a dealer has a question about reimbursement on a claim that we have submitted to Channel Fusion, they need to call Channel Fusion. Due to Privacy reasons, they will not release any account information such as how much funds they have available, when their reimbursement will hit their account, or any info regarding their account numbers.

The general timeline for Michelin Co-Op is as follows (Subject to change):

1. Dealer decides to use MAST Co-Op at any point in service.
2. Account is assigned to ACDM (if new)
3. (If Account is in Setup) ACDM waits for access to the account’s Ad’s manager.
4. (If Account is ‘Live’) ACDM updates the ad case to have the Ads team change the Standard Ad to one of the Preapproved Michelin Ads they have access to.
5. ACDM schedules Michelin Queue/Deck for weekly Michelin posts to go out on the page.
6. Ads Specialist will take a snippet of the ad in FB Business Manager and attach it to the case feed.
7. Co-Op processor takes the Ad snip from Salesforce and submits them to Channel Fusion for preapproval letter (if needed).
8. Once received, Co-Op Processor uploads letters to files in Salesforce (if any)
9. (If Account is not live) ACDM informs Co-Op processor as soon as they are live on the account and that Co-Op is ready to be scheduled for their first submission.
10. (If Account is live) Co-Op processor builds out Claim form and submits to Channel Fusion on the client’s behalf, including Claim Form, Ad, any needed preapproval letters, and invoices.
11. Co-Op processor CC’s dealer on submission and attaches email to the account in salesforce.
12. For Monthly/Quarterly/Bi-Annually/Annually paying customers, the submission is done on a rolling 3-month basis. For Annual and Bi-Annual customers, their invoices are broken into “quarters” to comply with Channel Fusion’s submission guidelines. “Quarters” are based around the dealers pay schedule. A Quarterly paying dealer in February will have that claim submitted in April, whereas a Monthly paying dealer will have their submissions in the last month of the calendar quarter after that month’s invoice is paid.

Monthly/Quarterly payments are strongly suggested for Michelin CoOp clients to make submissions easier.

After submission to Channel Fusion, the process is out of our hands. Channel Fusion may not give us confirmation of a claim or a timeline of how long it will take to process the claim and get the dealer their reimbursement. Channel Fusion will, however, indicate if they cannot process a claim/preapproval at all for a dealer for any other reason aside from inadequate BDF funds. Usually this will be because of an old/wrong AAN number but not always. The Co-Op Processor will chatter the ACDM with the claim denial email to let them know, if necessary. It will be up to the ACDM to reach out to their dealer to let them know that they need to get in touch with Channel Fusion to resolve the issue if it is not something we can fix in-house. We do not babysit a claim. Once resolved with the dealer, the ACDM will inform the Co-Op processor whether to resume submitting upon the next invoice and relay any new AAN numbers if necessary.

HOW DO WE KNOW IF A DEALER HAS MICHELIN FUNDS TO USE?

The short answer: Ask them! A dealer should know how much they have available to use because they have access to their Michelin account. We are not able to get that information. We can ask our contact at Channel Fusion “Does this dealer have enough funds to cover the attached invoice” and we might get a yes or no, but this is not guaranteed. Dealers accrue funds over the year, so this amount changes.

** NOTE: Only dealers on the Michelin BDF Program have funds they can claim with ODM. If your dealer is on any other program at Michelin besides BDF, they will not be able to claim funds to be reimbursed.

MY DEALER HAS A QUESTION ABOUT THEIR MICHELIN REIMBURSEMENT, WHO DO I SEND THEM TO?

If your dealer is wondering about their submission reimbursement after the submission process has been fulfilled for the quarter/invoice, they will need to contact Channel Fusion.

Channel Fusion
1-888-768-5832
Support@michelindealerconnect.com

WHAT ARE THE REQUIREMENTS FOR BRIDGESTONE CO-OP?

50%

Banners must be created by our graphics team to ensure that they meet the requirements. Banners on FB and TW(X) must be branded BSFS with the Affiliated Retailer Shield for Tier 1 & 2/3 dealers. Canadian and non-Tier 1-3 clients cannot use the shield and must only use the BSFS logo. You may post any tire brand to the page so long as it does not exceed 50% shared voice with BSFS posts.

100%

Banners must be created by our graphics team to ensure that they meet the requirements. Banners on FB and TW(X) must be branded BSFS with the Affiliated Retailer Shield for Tier 1 & 2/3 dealers. Canadian and non-Tier 1-3 clients cannot use the shield and must only use the BSFS logo. You may not post any other tire brand than Bridgestone/Firestone, in accordance with BSFS guidelines. This includes any additional ad budgets or websites.

Websites

Websites using BSFS funds are reimbursed at a % rate based on share of voice. The more Bridgestone branding, the higher the reimbursement, up to 100%.

Pricing

As we transition into our new package pricing, BSFS customers will eventually be at the Industry price rate, along will all automotive. Should a dealer be dropped from the BSFS Affiliated retailer program, they must be moved to our base pricing going forward.

Submission

We do not submit co-op for Bridgestone customers. On occasion, they ask for screenshots which the Co-Op Processor sends to DM Services.

If a dealer is listed as Tier 2/3, they already have the funds available and should have no need to submit any proof for reimbursement, as they buy direct from Bridgestone. However, if Bridgestone deems it necessary, they may audit a dealer and we might be required to send them invoices and screenshots of the branded pages. Please have the Co-Op processor create these screenshots and direct any requests from BSFS or DM Services to them to be completed properly.

If a dealer is listed as Tier 1, their funds could come from any number of distributors, and it is up to their Bridgestone Representative to submit any Co-op claims for the dealer. We may be asked for screenshots or invoices. Please have the Co-Op processor create these screenshots and direct any requests from BSFS or DM Services to them to be completed properly.

MY DEALER IS BRIDGESTONE BUT DOESN’T KNOW THEIR TIER. WHO CAN HELP?

If your dealer does not know what tier they’re in, the dealer will have to contact their Bridgestone Rep as their Affiliated Retailer Tier could change at any time and our list might not be 100% up to date. Although we do get an updated list each month for Tiers 1-3, we want to make sure our dealers have the most accurate information, so checking with their Rep is the best way to do this for them.

Occasionally a dealer might ask about submitting for Bridgestone Funds. If the dealer is Tier 2/3, they should already have the funds and are not required to submit proof to Bridgestone as we are a Trusted Partner. If the dealer is Tier 1, their funds could come from any number of distributor sources. It is up to their Rep at Bridgestone to submit their claims.

Tire Pros IO Process

Tire Pros IO Process

AC’s IO Responsibility:

• Once IO is received by AC:
  • Accounting will build product(s) in SF and verify payment(s)
  • Note if there is any Co-op and chatter @Kari on the Subscription Product.
    
    • Make sure all tasks required for Co-op guidelines are completed (ex: Conti./General needs a compliant Facebook banner)
  • Create the standard ad case with the appropriate start date listed on the IO
  • Double check the location number on IOs compared to the Store/Location Identifier number in SF
  • Set a reminder task if IO is for a future date
• If IO is sent directly to AC from TP forward it to tirepros@optimizesocialmedia.net within 24 hours and follow the steps above
• Sometimes multiple IOs are received for Social Services, Ads, etc. – make sure all services are accounted for.
  
  • Make sure funds are not forgotten if IOs are not received in a timely manner
  • Reach out to MPS/RMS if creatives are still not received 1 week before start date

2024 Renewal IOs:

• Confirm if 2023 services were dealer funds or IO – If there was an IO in 2023, no need to reach out to TP for 2024 IO.
• If IO is not received by 2/01/2024, create a Cancellation Event in Salesforce.

RMS Upsell IO Follow-Up/Expectations:

• Set a fair start date plan with the client that allows the RMS time to get IO together and lead time for a set-up call, if needed.
• If IO is not received within 48 hours, follow up with RMS and copy the Supervisor and Team Manager on email.
• If no response is received after following up with RMS, within 24 hours reach out to your Supervisor/Team Manager for assistance.
• Forward IO(s) to tirepros@optimizesocialmedia.net within 24 hours if not already copied.
• Accounting will build out Subscription Product(s) in Salesforce and verify payment(s).

WHAT IS THE TIMELINE FOR TIRE PROS CO-OP SUBMISSION?

*Timeline always subject to change. As we all know, Tire Pros likes to switch things up.

1. ODM receives an IO from Tire Pros for either a new dealer or a renewal. This usually happens around last quarter of a year or could be as late as mid-1st quarter of the next year for renewals. New dealer IOs could come at any time.
2. Once the IO is received, invoices/an invoice is created and uploaded to Salesforce and sent to Account Processing for confirmation.
3. Once the product is in Fulfillment or Live, ACDM will be chattered about any new Co-Op/Package Changes for the new year. The ACDM may be chattered by Co-op Processor earlier than the Product is closed to inform them of the upcoming changes. They may still be informed again later. This information will be available in the Co-Op Notes section of the account after the product is either in “fulfillment or live” and on the Signed IO for the year for future reference.
4. Once the ACDM is notified of the changes, it is up to them to rebrand the banners(Conti) or submit an ad update case(Michelin) as soon as possible and chatter the Co-Op processor that it is complete. The banners MUST be the banners that were created by Tire Pros for any Co-Op account to ensure they follow guidelines. If that account is utilizing Continental CoOp, there is a branded banner with the Conti Logo on it. The ACDM is not required to take screenshots of the pages. Co-Op processor will do so and chatter the ACDM if any changes need to be made.
5. The Co-Op Processor will take screenshots and upload them to the Tire Pros Vendor Share Point. Michelin Co-Op Tire Pros accounts will have their ad in the Ad case and uploaded by the Ads team.
6. The Co-Op Processor will collect all IOs/Invoice/Screenshots/Files required for submission and send them to the Dealer’s Tire Pros Team for them to submit, currently in SharePoint.
7. The Submission process will repeat each year if Co-Op stays the same. Uploads for monthly additional ad budgets are done at the end of each month by the CoOp Processor
8. If Co-Op changes, it will be up to the ACDM to set a task for themselves to update the Daily Ad case or banner, if needed.

*Co-Op can change for a Tire Pros dealer at any time. In these cases, the ACDM should be informed quickly of the situation and to get any screenshots made as quickly as possible for these dealers.

BlueTie Email – New email with Enterprise already created

1. Website Update is needed. Double check the subscription product in Salesforce
2. Login into Bluetie: https://extranet.bluetie.com/index.html?msg=sessiontimeout
3. Click on Enterprises on the left-hand corner then hit search
4. Click on the company’s business name.
5. Once highlights, click on login to enterprise.  This will bring up the enterprise manager home page.
6. Click Create Account under the alphabet
7. Create the username. This will be the name before the @.
8. Create the password. This will be the city name with the zipcode and !  ex. Oakdale55128!
9. Enter the same password for verify password.
10. Add in the first name and the last name. If you don’t have a last name use *
11. Enter the phone number from Salesforce then hit next.
12. Make sure the Pro Email is selected under the price plan and then hit finish.
13. This will bring you back the Enterprise Manager home screen. Select the username.
14. Under the profile, select Email Alias. You will select Add New alias and select option two. It will be the username that was created with the domain. Once that is selected, hit create.
15.  The email aliases should read the username@domain. Ex: xxxx@xxx.com after that looks correct, hit done.
16. You will be brought back to the email profile screen. Double check the email looks correct under the email.
17. Select Security Settings on the middle bar.
18. Under User Account Settings, make sure requires a new password upon login is created, select Do not require updates from this user and change the 5 to a 10 in lock account after invalid login attempts. After those are changed, hit save.
19. Once that user is set up click View Accounts under Enterprise Manage to get back to the main screen.
20. The username will show username.enterprise name.
21. If needing to set up more than just 1 email, please follow steps 16 – 30 until all emails are setup.
22. When email(s) address(es) are setup, chatter the AC in the website update case with the username and password. Please say the following: “ @xxxx here is the username and password. Please give the client a call to pass the information.”
    1. If an email needs to be sent, remind them to delete the sent email and then delete the email out of the delete folder. We don’t want passwords out there.

ARC Setup – Website Department

1. ARC can be a new sale or an upsell
   • New Sale – will be part of the build case
   • Upsell – a website update case should be in our queue.
2. Doug will send the welcome email to websites@whyoptimize.com
3. Double-check to make sure the link is active.  If the link isn’t active, pin the email to check back. We will check on Mondays and Fridays.
4. Add the link to the buttons on the website
   • A button goes on the home page.  This needs to be above the fold. There may be some redesigning of the header to make this button fit. Also, a button may be added to the Hero section.  This all depends on how the website is set up.
   • A button needs to go on the service pages
   • A button goes on the contact us or request service page.
5. Check Tablet and Mobile views.  If any changes need to be made, change them.
6. Republish site.  Make sure the live site looks good and the button is going to an active page.
7. Add in Go live date to trigger billing
8. Chatter the AC and close the case

AutoNet TV – New Sale

1. Create the product in Salesforce. Please reference here on how to create a product
2. Fill the form out from Optimize Garage: https://www.optimizegarage.com/autonet-tv
3. When AutoNet TV has been sold, add a note to the onboarding to let them know the form is filled out.
4. Once the Website team gets the notification the account is created, the Website Team will add the videos to the service pages. Not all service pages will have videos.
5. When the website goes live, the Website team will add in a go-live date to trigger billing.
6. When the website has all assets live, the Website team will close the case and chatter the AC.

AutoNet TV – Upsell

1. Create the product in Salesforce. Please reference here on how to create a product
2. Fill the form out from Optimize Garage: https://www.optimizegarage.com/autonet-tv
3. Create a website update case with the following:
   • Subject: Add AutoNet TV
   • Date Needed: 7 business days
   • Deception: Add AutoNet TV videos to the website.
4. Once the Website team gets the notification the account is created, the Website Team will add the videos to the service pages. Not all service pages will have videos.
5. When AutoNet TV goes live, the Website team will add in a go-live date to trigger billing.
6. The Website team will close the case and chatter the AC.

AutoNet TV Cancel

1. Put AutoNet TV product into cancel and fill out the cancel event. Please see here to follow the steps for putting a product in cancel.
2. Billing will update the paid-through date and will notify the website manager
3. When the product is lost, create the product cancelation case.
4. Tag the Website Manager in the Website section of the case.
5. The Website Manager will create a website update case to take the videos off the website and re-add the images. Date needed will be the next day after the paid through date.
6. The Website Manager will email Kurt Barlow at kbarlow@autonettv.com with the subject line as the client’s name with the following body: “Hello! Please delete xxxx’s account and billing from the AutoNet TV system.  Thank you”
7. The Website Manager will update the website duties note with the date the email was sent to Kurt.
8. The website manager mark AutoNet TV, website team duties complete, and fills in the website team duties complete date
9. The website manager will assign the product cancelation event to the supervisor
10. The website manager will click Open- Assigned Supervisor on the bar
11.  The website manager will update the website with the service images.
12. The website manager will chatter the AC when completed and close the website update case.

AutoNet TV – Website Department Process

1. The form will be filled by the person who sold AutoNet TV
2. Kurt Barlow will email the website team when the account is created in our backend of AutoNet TV
3. If it’s a new sale, add the videos as you are building the website. If its an upsell, a website update case should be created.
4. Log in to https://api.autonettv.com/login with your login and select the account for the videos.
5. Once the account is selected, click the web page icon next to the account. This will bring up all the videos associated with the account.
6. Search for the video you want to add.  Change the number of records shown to all then Ctrl + F to search for the service video. Not all services will have videos.  Some services will have multiple videos.
7. Add the code to either the dynamic page or the service page
   1. For Dynamic Pages follow the following steps:
      1. 1st set of numbers/letters under the AutoNetTVID1 – this is the device ID/API Key
         1. Example: 6df08663f4d54f71852701e941c0b535
      2.  2nd set of numbers/letters to AutoNetTVID2 – this is the device key
         1. Example: f3eddba44acd4970b148405a9cf141f5
      3. 3rd set of numbers/letters to AutoNetTVID3 – this is the video number
         1. Example: 9f550c49-b48a-4ee6-99b4-1c41878f11d3
      4. Once these codes have been added, save the google doc and refresh the collection in DUDA.
      5. On the service list, add in the following code:
         1. <div id="play_videoA">
         2.   <img src="{{dynamic_page_collection.IMAGE}}" alt="{{dynamic_page_collection.TITLE}}">
         3.  </div>
         4.  <script src="https://src.api.autonettv.com/js/antv-js-player.js">
         5.  </script>
         6.  <script>
         7.   if ('{{dynamic_page_collection.AutoNetTvID1}}' !== '') {
         8. AutoNetTV_playVideo("play_videoA","{{dynamic_page_collection.AutoNetTvID1}}","{{dynamic_page_collection.AutoNetTvID2}}","{{dynamic_page_collection.AutoNetTvID3}}");
         9. }
         10.  </script>
   2. For each service page, follow the steps:
   3. Find the corresponding video to display
   4. Copy the video code from AutoNet TV
   5. Add in the following code after <div id=”play_videoA”
      1. style="padding: 0 !important;width: 100% !important;height: 341px !important;">
8. When AutoNet TV is added, click preview to make sure it works and double check mobile view
9. Trigger Billing
   1. If it’s a new sale, the billing will be trigger when the website goes live
   2. If its an upsell, add in the go live date to trigger billing
10. When the website has all assets live, the website team will close the case and chatter the AC.
    1. For new builds, the case will be put on hold until all assets are added to the website.

Removing AutoNet Tv – Website Department

1. A Website Update case should be in our queue. If not, reach out to the AC.
2. Replace AutoNet TV with the images
   1. For dynamic pages:
      1. Delete the AutoNet TV columns of the google sheet.
      2. Go into DUDA and refresh the collection
      3. Go the one of the service pages and update the page
         • Delete the code for the for the video
         • Connect the photo for the page
         • Add in the Alt tag
   2. For individual pages:
      • Delete the AutoNet TV video off the page
      • Add in the service image
      • Add in the Alt tag
3. Check tablet and mobile views. If there needs to be any changes, please make the changes
4. Republish the site
5. Chatter AC and close the case

Updating AutoNet TV videos

The videos will be updated, if allowed, on the first business day of each quarter. January, April, July, October.

The website team will create the website update case.  The website team will update the videos either on the dynamic service page or the individual service pages. Please see how the website is set up.

The Website team will add in each quarter task along with the websites into the planner along with creating an event on our Microsoft calendar.

Warm Sales Transfer SOP

1. An Optimize Territory Sales Representative sells a new client on our services.
2. The new client begins the Onboarding process.
   
   1. Onboarding Initial Call – Complete
   2. Onboarding chatters @Ann Dailey that Initial Call Complete, Ready for account assignment
   3. Within 24 hours of the Onboarding Team’s chatter, the Account Consultant should receive notification of account assignment
   4. Once the Setup process is complete, the Onboarding Team will chatter this information to the AC and Sales Rep. along with any
      outstanding action items they were unable to complete including instructions to assist with completion.
3. The Sales Rep. schedules an Introductory call with the Account Consultant, Sales Representative, and client.
   
   1. The Sales Rep will reach out to the client within 48 business hours for the first appointment setting attempt after the account has been
      assigned an Account Consultant.
   2. Three appointment setting attempts by the Territory Sales Representative within 3 business days will be completed before the
      Account Consultant moves forward with the next step.
   3. If TSM is unable to complete attempts, the AC must complete these attempts.
      1. Account Consultant will attempt 1 phone call on the 4th business day.
      2. If by the 4th business day/attempt no progress has been achieved, the Account Consultant will send Intro/Go Live
         Email and follow the Go Live SOP step #4.
   4. Sales Rep. will email (using approve email template below) the Account Consultant, ACDM Team Manager and Sales Team
      Manager the time and date of appointment set, and the AC will send out a Zoom Meeting invite for agreed upon time to client and
      Sales Rep (will use Salesforce calendars to verify time options)
4. Schedule Intro. Meeting and include a Zoom Meeting link, all Intro Meetings should be via Zoom Meetings and utilize a screen share.
   
   1. Warm Transfer Appointment Email Template to Account Consultant from Sales Rep must include the following:
      
      1. Point of contact name and title:
      2. Best phone number:
      3. Email address:
      4. Date and time & time zone of intro meeting:
      5. AC Zoom Meeting Link:
5. Intro Meeting - walk through content with the client, ask questions to confirm they approve of the branding, style, content focus, and if there is anything else they would like to add.
   
   1. During the Intro. Meeting, the Sales Rep. introduces the Account Consultant and recaps the client’s initial service goals from the
      sales process. The Sales Rep. will help the client to understand that the Account Consultant will be their main point of contact at
      Optimize moving forward.
   2. The Sales Rep. can either leave the meeting for the client and Account Consultant to complete tasks or if the Sales Rep. feels
      they can provide additional value to the conversation, they can continue to stay in the meeting until the Intro. Meeting process is
      complete.
      
      1. AC duties for the Intro Meeting include:
         
         • Complete the Questionnaire together
         • Create the client a Location User HQ login with the correct access
         • Go through HQ and present prepared content strategy
6. Once Intro meeting is completed the Sales Rep needs to chatter Sales Manager and ACDM Manager letting know the intro meeting was
   completed with client and AC.

Tire Pros IO SOP

AC’s IO Responsibility:

• Once IO is received by AC:
  • Accounting will build product(s) in SF and verify payment(s)
  • Note if there is any Co-op and chatter @Kari on the Subscription Product.
    • Make sure all tasks required for Co-op guidelines are completed (ex: Conti./General needs a compliant Facebook banner)
  • Create the standard ad case with the appropriate start date listed on the IO
  • Double check the location number on IOs compared to the Store/Location Identifier number in SF
  • Set a reminder task if IO is for a future date 
• If IO is sent directly to AC from TP forward it to tirepros@optimizesocialmedia.net within 24 hours and follow the steps above
• Sometimes multiple IOs are received for Social Services, Ads, etc. – make sure all services are accounted for.
  • Make sure funds are not forgotten if IOs are not received in a timely manner
  • Reach out to MPS/RMS if creatives are still not received 1 week before start date 

2024 Renewal IOs: 

• Confirm if 2023 services were dealer funds or IO – If there was an IO in 2023, no need to reach out to TP for 2024 IO.
• If IO is not received by 2/01/2024, create a Cancellation Event in Salesforce. 

RMS Upsell IO Follow-Up/Expectations: 

• Set a fair start date plan with the client that allows the RMS time to get IO together and lead time for a set-up call, if needed.
• If IO is not received within 48 hours, follow up with RMS and copy the Supervisor and Team Manager on email.
• If no response is received after following up with RMS, within 24 hours reach out to your Supervisor/Team Manager for assistance.
• Forward IO(s) to tirepros@optimizesocialmedia.net within 24 hours if not already copied.
• Accounting will build out Subscription Product(s) in Salesforce and verify payment(s).

Instagram Services SOP

1. Utilize photo package images for weekly content
2. Post a Story once weekly
3. Respond to user comments and direct messages.
4. Follow local businesses and Instagram users.

TireConnect – New Sale

1.       Create the product in Salesforce.

2.       Fill the form out on Optimize Garage: https://tireconnect.wufoo.com/forms/zxuelop014gk02/

a.       View the reference sheet on how to fill out the form

3.       When TireConnect is sold, add a note in the setup booking and let Onboarding know the form has been filled out.

4.       When TireConnect’s onboarding is completed, Shir and Jesselis will email the website team the pricing breakdown.

5.       The website team will double-check products and pricing in Salesforce. If new products are needed, the website team or the sales person will add them.

6.       When the API is completed, Jesselis and Shir will email the website team the API key.

7.       The website team will add the script and API to the website.

a.       the case will be on hold if the website is live, and we are waiting for the API Key. Once the website team gets the API Key, we  go-live date will be added to trigger billing

b.       If TireConnect is live and the website isn’t, the Website Manager will reach out to TireConnect to get the $10 Account Pause for 3 months

8.       When the website has all assets live, the website team will close the case and chatter the AC.

TireConnect – Upsell

1.       Create the product in Salesforce.

2.       Fill the form out on Optimize Garage: https://tireconnect.wufoo.com/forms/zxuelop014gk02/

a.       View the reference sheet on how to fill out the form

3.       Create a website update case with the following:

a.        Subject: Adding TireConnect. 

b.       Date Needed: 2 weeks

c.       Description: Add TireConnect to the website. Form has already been filled out.

4.       When onboarding is completed, Shir and Jesselis will email the website team with the pricing breakdown.

5.       The website team will double-check products and pricing in Salesforce. The website team will forward the email to the AC. If new products need to be added, the AC will add the products.

6.       When the API is completed, Jesselis and Shir will email the website team the API key.

7.       The website team will add the script and API to the website.

8.       When TireConnect is working, the website team will trigger billing by putting the go live date in the live date section.

9.       The website team will chatter the AC.

10.  When the website has all assets live, the website team will close the case and chatter the AC.

Reference sheet for the TireConnect Form

1. ODM Account Manager:
   1. Who is filling this form out. This also is the person who put the product(s) in Salesforce
2. Lead Information:
   1. Company Name – Use the name in Salesforce - required
   2. Website – the website address
   3. Bridgestone 6 Digit Account Number
      1. Can find this in Salesforce under Partner Information on the details page
   4. Number of Locations – minimum value is 1
   5. Address – pull from Salesforce
      1. If it’s a multi-location add in the primary address
   6. Primary Contact Name – The main person who will be working with TireConnect
   7. Primary Store Email – the main email for communication
   8. Primary Store Phone Number – main phone number to contact
3. Lead Status:
   1. The introduction made: TireConnect demo needed – TireConnect will walk through a demo for our client. The client will be able to ask their questions and understand the product a little more. If they decide, another call will be needed for onboarding.
   2. Sold – proceed with onboarding – They are meeting with TireConnect to setup the client’s TireConnect.
4. Account Information:
   1. TireConnect Account Type:
      1. TireConnect Lite: 5 catalogs with no pricing and request a quote function. If this is selected a prompt will show up below to put in the 5 tire brands
         1. Example: https://www.ttireshop.com/tires
      2. TireConnect Online: Unlimited Brands from available selection (over 125), 3 Distributor Connections, Smart Pricing for each location (if pricing is different), Buy now and Installation features.
         1. Example: https://https://www.tinleyteetire.com/
      3. TireConnect Wheels: wheel solution from TireConnect
         1. Premium Service – Wheels
            1. Wheels Module – just the wheels widget
            2. Tire and Wheels – Tire and wheels together
      4. TireConnect AutoService: TireConnect’s solution for scheduling services
         1. AutoService: $50 for standalone
         2. AutoService Bundle: $30 they need to have TireConnect and Wheels for this price
      5. TireConnect B2B
5. Billing and Pricing:
   1. Billing
      1. Bill OSM – the client’s product(s) will be added to ODM’s invoice. A Salesforce will be added to the Subscription Products.
      2. Bill the client – the client will get an invoice and will need to pay TireConnect directly
   2. Approximate First Location pricing
      1. This price will be the price for each TireConnect product. This is for the first location
   3. Approximate subsequent location pricing – the price for additional locations
   4. Total Subscription Fee – they have to check the box. This is an approximate for their TireConnect products. This is the setup fee and monthly fee. The official fees will be confirmed once the client onboards.
6. Notes:
   1. In this section, we can add notes for the TireConnect rep. Anything that would help the TireConnect rep when doing their part is helpful. If they are doing Michelin co-op please add in the notes.
7. Submit
   1. Click the submit button
   2. Once this is submitted TireConnect, Doug and the website manager get a copy of this lead.

Warm Sales Transfer SOP

1. An Optimize Territory Sales Representative sells a new client on our services.
2. The new client begins the Onboarding process.
   
   1. Onboarding Initial Call – Complete
   2. Onboarding chatters @Ann Dailey that Initial Call Complete, Ready for account assignment
   3. Within 24 hours of the Onboarding Team’s chatter, the Account Consultant should receive notification of account assignment
   4. Once the Setup process is complete, the Onboarding Team will chatter this information to the AC and Sales Rep. along with any
      outstanding action items they were unable to complete including instructions to assist with completion.
3. The Sales Rep. schedules an Introductory call with the Account Consultant, Sales Representative, and client.
   
   1. The Sales Rep will reach out to the client within 48 business hours for the first appointment setting attempt after the account has been
      assigned an Account Consultant.
   2. Three appointment setting attempts by the Territory Sales Representative within 3 business days will be completed before the
      Account Consultant moves forward with the next step.
   3. If TSM is unable to complete attempts, the AC must complete these attempts.
      1. Account Consultant will attempt 1 phone call on the 4th business day.
      2. If by the 4th business day/attempt no progress has been achieved, the Account Consultant will send Intro/Go Live
         Email and follow the Go Live SOP step #4.
   4. Sales Rep. will email (using approve email template below) the Account Consultant, ACDM Team Manager and Sales Team
      Manager the time and date of appointment set, and the AC will send out a Zoom Meeting invite for agreed upon time to client and
      Sales Rep (will use Salesforce calendars to verify time options)
4. Schedule Intro. Meeting and include a Zoom Meeting link, all Intro Meetings should be via Zoom Meetings and utilize a screen share.
   
   1. Warm Transfer Appointment Email Template to Account Consultant from Sales Rep must include the following:
      
      1. Point of contact name and title:
      2. Best phone number:
      3. Email address:
      4. Date and time & time zone of intro meeting:
      5. AC Zoom Meeting Link:
5. Intro Meeting - walk through content with the client, ask questions to confirm they approve of the branding, style, content focus, and if there is anything else they would like to add.
   
   1. During the Intro. Meeting, the Sales Rep. introduces the Account Consultant and recaps the client’s initial service goals from the
      sales process. The Sales Rep. will help the client to understand that the Account Consultant will be their main point of contact at
      Optimize moving forward.
   2. The Sales Rep. can either leave the meeting for the client and Account Consultant to complete tasks or if the Sales Rep. feels
      they can provide additional value to the conversation, they can continue to stay in the meeting until the Intro. Meeting process is
      complete.
      
      1. AC duties for the Intro Meeting include:
         
         • Complete the Questionnaire together
         • Create the client a Location User HQ login with the correct access
         • Go through HQ and present prepared content strategy
6. Once Intro meeting is completed the Sales Rep needs to chatter Sales Manager and ACDM Manager letting know the intro meeting was
   completed with client and AC.

If TSM sells an ad product on their 30-60-90 call, what do they do with it besides build out the correct product? Does the AC get notified to then create cases etc?

1. Create the Product in Salesforce
2. Chatter the assigned AC to notify of the upsell

Upsell Strategy, Tips, and Tricks

Upsell Strategy

• Build personal relationships
  
  • Rapport, rapport, rapport!
  • A true desire to help a client goes a lot further than a magnetic personality
• Prepare ahead of time
  
  • Builds your confidence
  • Anticipate challenges or questions and prepare an effective response to avoid losing a sale
• Identify and stick to your client’s character to personalize your message
  
  • Make sure they are a good fit fer the product/services you are pitching
  • Do not follow a script, instead learn as much as you can about the client and their shop’s needs and tailor your message.
• Know your products and believe in what you are selling
  
  • Helps you gain their trust and adds value to their business
  • It is easier to be passionate about – and sell a - product when you genuinely believe in it
  • Use happy testimonials from other customers and statistics – gives you valuable social proof
• Practice active listening and always problem solve for the customer
  
  • Will help you build stronger relationships but also unlock information that will help you position your product as the best option
  • Don’t oversell them on features they do not need
  • Use a consultative approach and determine what they truly need for their business
• Send a proposal after you present, follow up and roll with rejection/know when to walk away
  
  • You will not win every deal. Use rejection to determine how you can improve

Tips & Tricks

• Focus on one product per quarter to educate your clients on
• Plant seeds/educate on every call - inform/remind of new & existing products - high level overview
• Provide correlating promo flyer along with email proposal after your call
• Give promo deadlines to create urgency
  
  • Promos are emailed out to current customer the 1st week of the quarter
• Offering co-op, program discounts, and payment frequency options
• Schedule a follow up with a Supervisor/Manager if they need more info/demo to solidify the sale
• Give strategy ideas of how you would recommend best utilizing the product to get them excited
• DO NOT think with your own wallet - customers do not understand that they have to spend money to make money
  
  • Also, most already have these services with another provider and this could trim down their budget and get it all under one roof
• Remember that they are all professional sales people and will try to get a better deal
• ASK FOR THE SALE!!
  
  • If they say no, ask them what it would take to move forward, or when they feel would be the right time?
  • Schedule a follow-up appointment

Sales Closing Requirements

• Contract signed
• Setup call scheduled
• Billing information verified or collected via the finance team
• Enter subscription product