Purpose:

To establish a clear communication protocol for Implementation Specialists to connect with customers promptly and guide them through the payment application process upon close date.

Scope:

This SOP applies to all Implementation Specialists handling new payment onboarding/application cases.

Step 1: Initial Assignment

1. Receive Case Assignment:
   • Confirm receipt of the new payment onboarding case in Sales Force.
2. Review Case Details:
   • Examine the customer’s information, purchase details, and any initial notes from the sales team.

Step 2: Initial Customer Contact

1. First Contact Attempt:
   • Timing: Within 24 hours of assignment or same day.
   • Method: Use Ring Central to send an introductory SMS/Outbound call.
   • Message Template: Please refer to ‣
2. Follow-Up Call:
   • Timing: On the next business day if no response to SMS.
   • Method: Phone call.
   • Script: ‣

Step 3: Ongoing Communication Cadence

1. Regular Contact Schedule:
   • SMS/Texting:
     • Frequency: Every other day.
     • Content: Brief updates, reminders, and offers of assistance.
   • Phone Calls:
     • Frequency: Twice a week (Monday and Friday) at the discretion of the implementation specialist.
     • Goal: Establish contact with customer
2. Best Practices:
   • Use a friendly and professional tone.
   • Alternate between SMS and calls to keep communication varied.
   • Adjust communication methods based on customer preferences once established.

Step 4: Customer Engagement and Application Support

1. Establish Preferred Communication Method:
   • Upon Contact: Ask the customer their preferred method of communication (SMS, phone, email).
   • Document: Update Salesforce with this preference.
2. Schedule Assistance:
   • Discuss Availability: Find a suitable time for a detailed discussion or walkthrough of the application process if they are unable to complete on initial contact
   • Book Appointment: Schedule a call or meeting if needed to assist with the application.