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Geekly Flex Retainer Support Process Documentation

This document outlines the process for managing support requests through the Geekly Flex Retainer Support system.

 

Start setup steps:
1) create 3 deal properties in the Geekly Flex Support group in the client portal, same as here:
  - Estimated Task Value (number, currency)
  - Geekly Portal Deal ID (single-line field)
  - Task Category (dropdown select with "Flex Retainer" and "Marketing Retainer" options.

2) Configure G10 pipeline based on Planomatic G10 Pipeline

3) Create "Geekly Flex Retainer" Private App in Client Portal with following scopes: 
   crm.objects.deals.read 
   crm.objects.deals.write 
   crm.objects.users.read 
   crm.objects.owners.read
   settings.users.teams.read
   account-info.security.read 

4) For enterprise clients we should:
- upload Flex Support Retainer Project to the Client Portal (UI React extension for organize Flex Retainer Card);
- create workflow like this in the Client Portal for sync Approved WIP and Closed Complete stages to the Geekly Portal.

5) For non-enterprise clients we need to clone 4 zaps from client folder for sync Deal stages from the Client Portal to the Geekly Portal.
Notify the development manager who the account managers are for each new client to include them in HubDB with adding new row for each client with following information:
- Company Name - Client Company Name
- Company Portal ID - Client Portal ID (example: get 5724620 from URL for HubSpot client Portal - https://app.hubspot.com/user-guide/5724620)
- Geekly Company ID - it's Company Record ID for the Company in the Geekly portal
- Geekly Account Manager ID - put Internal Value for account manager - search contact here
- Teamwork Project ID - put Project ID in Teamwork Client Project (example: get 613711 from URL https://teamwork.geeklymedia.com/app/projects/613711/overview/summary)
- Teamwork Flex Support Pipeline ID - put "Flex Retainer Support" TaskList ID in Teamwork Client Project (example: get 2519395 from https://teamwork.geeklymedia.com/app/tasklists/2519395/list)
- Teamwork G10 Pipeline ID - put "G1 Takeaways" TaskList ID in Teamwork Client Project (example: get 2273244 from https://teamwork.geeklymedia.com/app/tasklists/2273244/list)
- Company Access Token - it' token for created "Geekly Flex Retainer" Private App in Client Portal
- G10 pipleline - put Internal Value for Geekly Marketing G10 pipeline in Client Portal (example)
And add all following Internal Values for next G10 Deal Stages in Client Portal (example):
- G10 - New Request Stage
- G10 - Pending Approval Stage
- G10 - APPROVED: BACKLOG
- G10 - APPROVED: WIP
- G10 - DELIVERED FOR APPROVAL
- G10 - CLOSED COMPLETE
- G10 - CLOSED CANCELED

Step 1: Deal Creation

When a support request is submitted via the Flex Retainer Support Form, deals are created in both the Geekly Portal and Client Portal pipelines.

Geekly Portal Pipeline

  • Pipeline: Flex Retainer Support
  • Deal Name Format: [Client Name] Project Title
  • Description: Populated from the form submission
  • Close Date: 1 day from project submission (excluding weekends)
  • Deal Stage: New Requests

Client Portal Pipeline

  • Pipeline Link: Client Portal Marketing G10 Pipeline
  • Deal Name Format: Project Title
  • Description: Populated from the form submission
  • Close Date: 1 day from project submission (excluding weekends)
  • Deal Stage: New Requests

The Flex Retainer Support page link is accessible via a button on the client dashboard. The dashboard also showcases the client's total budget and remaining budget. After moving to each client portal, please make sure that the portal ID is updated on the budgets dashboard and the Flex Retainer Support page link on the dashboard.

Step 2: Task Creation in Teamwork

After creating the deal, a task is automatically created in the client’s Teamwork project under the Flex Retainer Support Pipeline using this workflow.

  • Task Name: [Project Title] | Scope
  • Task Description: Uses the description from the deal and form submission
  • Assigned To: Account Manager of the client who submitted the request
  • Due Date: 1 business day (excluding weekends)

Step 3: Scoping and Deal Value Assignment

The account manager, after scoping the project with the team, must fill out the Task Category (Flex Retainer or Marketing Retainer) and the Estimated Task Value for Flex Retainer on the Geekly Flex Retainer Pipeline.

Step 4: Task Category

When some option is selected for the 'Task Category' property in the deal:

  • The 'Task Category' is copied to the Client deal pipeline using this workflow.
  • In case of set as Marketing Retainer move the deal in the Geekly and Client deal pipeline to the 'Approved Backlog' stage.

Step 5: Pending Approval Stage

When the 'Project Value' property is filled out in the deal we use this workflow and:

  • The deal moves to the 'Pending Approval' stage in both pipelines.
  • The 'Project Value' is copied to the Client deal pipeline.
  • For non-Enterprise clients we update 'Available Budget' and 'Used Budget' properties with fetched from Teamwork API in the deal on the Geekly Flex Retainer Pipeline.
  • An automated email is sent to the client (Email link for Enterprise clients or Email link for non-Enterprise clients)

Email Details

  • Project Value: Copied to the "Project Value" area
  • Project Description: Copied to the "Project Description" area
  • Project Link: Copied to the "Project Link" area
  • Available and Estimated Budgets are calculated in the workflow right before sending email for non-Enterprise

Step 6: Client Approval Process

Clients can approve or decline the budget via the client portal. The approval card includes:

  • Title: "Geekly Flex Retainer"
  • Total Budget: Fetched from Teamwork API
  • Remaining Budget: Calculated by subtracting the used budget from the total budget
  • Used Budget: Fetched from Teamwork API

Buttons and Actions

  • Approve Button: Moves the deal to the Approved Backlog stage in both pipelines and displays a thank-you message.
    • Message: "Thank you for approving the project budget! The project will now move to the Approved backlog stage. Your account manager will review the project with you in your upcoming meeting before beginning the work."
  • Decline Button: Moves the deal to the Closed/Cancelled stage in both pipelines and displays a decline message.
    • Message: "Your project budget request has been declined. If you wish to modify or change the request, please submit a new one from the Flex Retainer dashboard."

Approve-Decline-Preview-High

Step 6b: Client Approval Process (non-Enterprise)

Clients can approve or decline the budget via buttons in the automated email (step 5).

Reminder Email

If the client does not approve or decline within 2 business days, a reminder email is sent every 2 business days (Email link for Enterprise clients or Email link for non-Enterprise clients) using these 2 workflows:

Step 7: Declined Process

Once declined:

  1. The deal moves to the Closed Canceled stage.
  2. A task is automatically created in the client’s Teamwork project under the Flex Retainer Support Pipeline using this workflow.

    • Task Name: [Project Title] | BUDGET DECLINED FOLLOW-UP
    • Task Description: The client [COMPANY NAME] has declined the budget request for the following task:
      Task Deal Link - [Deal Link]
      Please follow up with the client to discuss their reasons for declining the request and determine any necessary modifications or changes. If the client wishes to proceed with adjustments, guide them through submitting a new support request via the Flex Retainer Dashboard.
    • Assigned To: Account Manager of the client who submitted the request
    • Due Date: 1 business day (excluding weekends)

Step 8: Post-Approval Process

Once approved:

  1. The deal moves to the Approved Backlog stage.
  2. The account manager reviews the project with the client in the next scheduled meeting.
  3. The account manager manually moves the deal to the Approve WIP stage in the Client Pipeline, triggering an automatic task creation in Teamwork using this workflow. This would also move the deal to Approved WIP on the Geekly Pipeline using this workflow.

Task Details in Teamwork (Flex Retainer)

  • Task Name: [Project Title] | Approved Budget: [Deal Value]
  • Task Description: Uses the deal description
  • Assigned To: Account Manager
  • Due Date: 5 business days (excluding weekends)
  • Tasklist: Flex Retainer Support

Task Details in Teamwork (Marketing Retainer)

  • Task Name: [Project Title]
  • Task Description: Uses the deal description
  • Assigned To: Account Manager
  • Due Date: 5 business days (excluding weekends)
  • Tasklist: G10 Takeaways

The account manager adjusts the due date as needed and assigns subtasks to team members. Once all tasks are complete, the account manager closes the main task, moving the deal to the Delivered stage on the Geekly Portal. This step is automated via a Zap. This will also automatically move the deal to the delivered stage on the client portal using this workflow

Step 9: Final Review and Revisions

The account manager notifies the client that the project is ready for final review. If the client requests changes:

  1. The account manager moves the deal to the Revisions stage in the client portal.
  2. Necessary tasks are added in Teamwork for revisions.

If no changes are needed, the account manager moves the deal to the Closed Complete stage on the Client Pipeline, finalizing the process. This would also move the deal to close the complete stage on the Geekly Pipeline using this workflow

 

Step 10. Notifications about deleted Deal in the Client Portal

If Flex Retainer Deal was deleted in the Client Portal the account manager will receive notification email using this workflow. External PHP script is developed for detect deleted deals in client portals and change trigger "Client Portal Deal Deleted" property for the original Deal in the Geekly portal.

Summary

This comprehensive process ensures efficient handling of support requests, from initial submission to final approval and execution, maintaining clear communication and accountability at every stage.