The process varies depending on whether the dealer changed vendors while still in Onboarding or After Onboarding was Complete.

Vendor Changes During Onboarding

If a dealer notifies you during Onboarding that they are changing a vendor, follow these steps.
OR if a dealer/CSL filled out the vendor survey incorrectly and we have a task for the wrong vendor, follow these steps.

1. Go to Project Overview
2. Project Info
3. See More Fields
4. Change the vendor in the appropriate vendor field (e.g. if CRM is changing, update the CRM field value)
5. Check Vendor Change Box
6. Done
7. This will add the new vendor task.  Work it following normal processes.
   1. This may add additional tasks for each additional data type (Chat, CRM, CT, DMS).  Delete any unneeded tasks.
8. Delete the previous vendor task if it was incorrect/unneeded.

Vendor Changes After Onboarding

This process is followed if the dealer changes a vendor after onboarding is complete, or if the dealer adds a new data vendor.

SA+TVA Monthly Tasks board

Initiation: Initiation can happen in one of three ways:

Ops team notices a data issue

When Ops team notices an issue with the monthly data (usually low or no leads for a month):

1. Ops - Place the task in CSL/Dealer Stuck status.
2. Ops - Tag the CSL in the Monthly Task updates, explaining the issue and asking if the dealer switched vendors.
3. CSL - Contact the dealer and ask if they have switched vendors.
4. CSL - Next action depends on the result:
   1. If there was no vendor change:
      1. If you are okay with moving the data on as-is:
         1. CSL - Make an update on the Monthly Task.  Do not tag Ops [No Ops action is needed].
         2. CSL - Set the task status to Done or DMS Done [if DMS].
      2. If you want Ops to contact the vendor for further investigation:  
         1. CSL - Make an update on the Monthly Task, tagging Ops, and ask Ops to contact the vendor for further investigation.
         2. Ops - Ops will contact the vendor for further investigation and communicate results to the CSL inside the task updates.
   2. If there was a vendor change: 
      1. Proceed to the CSL is notified of a Vendor Change section below.

Ops team is notified of a Vendor Change

When a dealer or vendor notifies the CSL of a vendor switch:

1. Ops Team - Create an update on the Monthly Tasks board item, noting the new vendor and date of change, and tagging CSL and CS Specialist.
2. It is the CS Specialist's responsibility to work the new vendor integration in Rocketlane.
   CS Specialist - Proceed below to Integration in Rocketlane section.

CSL is notified of a Vendor Change

When a dealer notifies the CSL of a vendor switch:

1. CSL - Make an update on the Monthly Task including the new vendor name and date of change.  Do not tag Ops [No Ops action is needed].
2. CSL - Fill out this form to notify CS Specialist of the vendor change:  https://forms.monday.com/forms/76024783eaa9f4a3f4c1165745a1fb65?r=use1
   1. CSL is finished
   2. Results from the form are posted here: Vendor Change/Additions.
   3. 🚨 Monday automations send an email notification to the CS Specialist.
3. It is the CS Specialist's responsibility to work the new vendor integration in Rocketlane.
   CS Specialist - Proceed below to Integration in Rocketlane section.

Integration in Rocketlane (CS Specialist & Ops Team)

Determine if a new project is needed (CS Specialist)

1. If the dealer was previously onboarded in Rocketlane:  
   1. Reuse their existing Rocketlane project(s).
   2. Import the Vendor Change template into the existing project(s).
   3. Leave the project status as Active.
   4. Continue to Phase/Task Steps section below.
2. If the dealer was not onboarded in Rocketlane: 
   1. Create an account for the Client Name
   2. Create a new project using the Vendor Change template - Proceed to Create the Project section below.

Create the Project (CS Specialist)

1. Request Creation:
   1. Upon form submission, a request will automatically be created on the Monday.com Vendor Change board  located within the CSL workspace under Vendor Change. The submitting CSL will also receive a Monday.com notification confirming the request.
2. Request Processing:
   1. CS Specialist will update the request status on the Vendor Change Board from New to Working on it to indicate the process is underway. The vendor change task will be created and managed within the store’s existing project in Rocket Lane. If no project currently exists, a new project will be created to facilitate the vendor change.
      1. If any issues arise (e.g., lack of response from the customer), the status will be updated to Stuck.
      2. In this case, the CSL will receive an email notification titled Vendor Change - DealerName - Stuck, requesting that they contact Seth to assist in resolving the issue.
3. Completion:
   1. Once the vendor change is successfully completed, Seth will update the status to Done. The CSL will then receive an email notification confirming that the vendor change for DealerName has been completed.
4. CS Specialist - If you need to create a new Rocketlane project for the vendor change, create new projects as needed.
   Depending on the data type:
5. If DMS or an API, create 1 project per property.
6. Go to the Clarivoy Properties board item and enter the RL Project ID.
7. If a shared login or multi-store collect file, just pick 1 store and create 1 project.  
8. Note in the task comments which stores the task is for.
9. Go to the Clarivoy Properties board item and enter the RL Project ID on the item for the 1 store you chose.

1. Basic Info
2. Customer name 
3. Project name 
4. Project Status = In Progress
5. Start date = date of the vendor change
6. Click Next: Project team.
7. Select project owner 
8. Click Next: Customer team.
9. DO NOT enter the customer information here.  You will put their information on the next tab (Project fields).  Simply click Next.
10. Click Next: Project Fields.
11. Subscription 
12. Property ID   **Make sure you enter the Property ID**
13. First Name   -  your customer contact who will help with this integration
14. Last Name   -  your customer contact who will help with this integration 
15. Email             -  your customer contact who will help with this integration
16. Under the Pro/Pro+ Discovery Survey section, make sure you check the "Vendor Change" checkbox.
17. Click Create project. The project will be created with the Vendor Change Phase added.
18. 🚀 Rocketlane will automatically invite the customer and assign them to the Customer Placeholder.  This ensures the tasks are assigned to the customer.
19. On Project Overview, in the top right corner, click the Manage Placeholders button.
    1. Under Customer Success, if the CSL is not already assigned, then assign the CSL.
    2. Click Done.
20. 🚀 Rocketlane Automations will automatically add the template Phase 1 - Pro/Pro+ Vendor Change Form, which creates the survey phase and task.

Phase/Task Steps (CS Specialist)

1. Go to Project Plan → Vendor Change Survey Phase
2. The task is a survey so pick the new vendor in the survey, then hit submit.
        Only enter the (new) vendors that are changing.
        For example: If the dealer is only changing their CRM, leave the fields for DMS, Call Tracking, and Email blank.
   1. 🚀 Rocketlane Automations will mark the Vendor Change Survey task complete
   2. 🚀 Rocketlane Automations will mark the Vendor Change Survey phase complete
   3. 🚀 Rocketlane Automations will add the new vendor task and it will be assigned to the dealer.
   4. ✴️ As long as the RL Project ID is entered on the Clarivoy Properties board, whatever vendor was updated in the project will be updated in the corresponding Clarivoy Properties board item's vendor fields.
3. If it is a group and there was only one existing project for the group, manually update the vendor field on the other Clarivoy Properties board items (the ones without the RL Project ID).
4. Refresh your browser and a new vendor-specific task will be created with integration instructions.
   
5. Confirm the data task is assigned to customer.
6. On the task Additional Info tab, fill in the following:
   1. Task Dealer Name
   2. Task Property ID
7. Add a due date on the data task.
8. Add a Note in the Rocketlane task conversation that this is for a dealer who switched from (old vendor) on MM/DD/YYYY.
9. If desired, add the CSL as a task assignee so they get notifications also.
10. Work the project like normal to get dealer approval or the login created.
    1. Customer should receive an email notification with the integration instructions.
    2. 🚀 Every Monday, if the task is still In Progress, Rocketlane will send an update to the dealer, letting them know we are still in need of their action (approval or login)
11. Once the approval or login is received:
    1. If the dealer responded outside of Rocketlane, CSL should paste the response (approval or login info) into the Rocketlane task conversation.
    2. Change the task status to Setup Needed.
       1. 🚀 This will reassign the task to Ops Team and push the due date to 2 days in the future.  Ops Team will take over.

Data Pull & Verification (Ops Team)

1. Ops - Work the Integration
   1. Logins (Downloads, Automated Reports, select SFTP):
      1. Follow the appropriate data integration process for Download Method or Automated Report Method
      2. Change the task status to Completed.
   2. Vendor Integrations (API, DV SFTP, select SFTP):
      1. (If needed) Forward a screenshot of the Approval to the vendor's support contact, along with the dealer address.
      2. Note in the Rocketlane task conversation that approval was sent to the vendor and we are waiting on an API Key or SFTP data delivery to be setup.
      3. Change task status to Waiting on Data.
      4. 🚀 2 days later, the task status will change to Verify Data.
      5. Verify the data.  If an additional backdata pull is needed (usually DMS), take steps to obtain the data.
      6. Change the task status to Completed.
2. When the Rocketlane task status is set to Completed:
   Zapier Integration creates a new item in the SA+TVA Ops Monthly Tasks board.
   1. For details on this process, see: Data Tasks Setting to Completed in Rocketlane.
   2. If the Monthly Task board item cannot be created by Zapier, an error message should appear in the task Chat explaining why.  Typically this is because the required fields are not filled in on the task's Additional Info tab (Method, Task Vendor, Data Type).
3. Verify that the new task was created on the SA+TVA Monthly Tasks board.
   1. Verify the name and Property IDs are correct.
   2. Make any changes as necessary, including Notes on how data is mapped if needed.
   3. Change the new task status to Done (or DMS Done).
4. Inactivate the old Monthly Task that was in a STUCK status.
   1. ✴️ If you had filled in the Vendor Change - Old Task ID task field previously, Zapier will automatically do this for you when the RL task is set to Completed.  For details on this process, see: Data Tasks Setting to Completed in Rocketlane.
       

Vendor Change Complete (CS Specialist)

1. CS Specialist - If new project(s) were created for the vendor change (dealer did not previously complete Onboarding in Rocketlane), then when the data integration is completed, set the Project Status to Active.