Dealer OMG × Clarivoy CDP Lite: Operations Playbook

Overview

Ownership: Operations Team (datateam@clarivoy.com)
Scope: Complete end-to-end management of Dealer OMG CDP Lite onboarding, from initial submission through active audience deployment
No team handoffs — Operations manages all phases

Key SLAs

Phase-by-Phase Operations Playbook

Phase 1: Initial Submission (Day 1)

Trigger: HubSpot form submitted by Dealer OMG
Result: Item created on Dealer OMG × Clarivoy board with Status: NEW

Operations checklist:

• Monitor HubSpot submissions
• Verify all required fields populated (Dealership, Client/Auto Group, Domain, Main POC, etc.)
• Confirm item created on Monday board in "Prospects / Need Tags" group
• Flag any missing information for follow-up with Dealer OMG

Systems:

• HubSpot (form trigger)
• Monday.com (Dealer OMG × Clarivoy CDP Lite board)

Phase 2: Tag Creation & Delivery (Days 1-2)

SLA: 2 business days from form submission

Operations checklist:

• [LINK: Access DMUI account creation workflow] and create client account
• [LINK: Access tag generation process] and generate tracking tag
• Document tag in the Monday board "Raw Clarivoy Tag" column (full tag script)
• Send tag delivery email to keith@dealeromg.com with tag
  • Email template ref: Email #2 — Tag Delivery to Dealer OMG
• Set Dealer OMG Status = "Tag Sent" and Clarivoy Status = "Tag Sent" (auto-syncs via automation)
• Item auto-moves to "Prospects / Tags Sent" group
• Confirm tag email delivery

Timeline checklist:

• Day 1-2: Tag created and sent to keith@dealeromg.com
• Day 2: Item Status automatically updates to "Tag Sent"

Systems:

• DMUI (account creation)
• Monday.com (track Raw Clarivoy Tag, sync status)
• Email (send to keith@dealeromg.com)

Troubleshooting:

• If DMUI account creation or tag generation fails: Open Ticket
• If email doesn't send: Check Gmail connection in Monday automation SP-1

Phase 3: Awaiting Dealer OMG Action (Variable Timeline)

Operations responsibility: Monitor, but no action required yet

What to watch:

• Item remains in "Prospects / Tags Sent" group
• Dealer OMG fills in required fields on the board:
  • Subscription 1
  • Subscription 2
  • CDP Destination
  • Ad Account ID
• When all fields are complete, Dealer OMG sets Status = "Dealer OMG Approved"

How to monitor:

• Wait for Dealer OMG to select “Dealer OMG Approved” Status

Phase 4: Website Visitors Activation (Days 1-2 after Approval)

Trigger: Dealer OMG sets Status = "Dealer OMG Approved"
SLA: 2 business days to have Website Visitors audiences live

Operations checklist:

• Confirm "Dealer OMG Approved" status set on Monday board
• Verify all required fields populated:
  • Subscription 1 (must be "CDP Lite Website Visitors" or blank)
  • Subscription 2 (can be "CDP Lite Lost Leads", "None", or blank)
  • CDP Destination (should be "Meta" for Dealer OMG)
  • Ad Account ID (populated)
• If any fields missing, automation blocks the status change (validation rules in place)
• [LINK: Website Visitors setup workflow] and configure audiences in DMUI
• Verify web tag data is being captured ([LINK: Looker Web Traffic)
• Deploy Website Visitors audiences to Meta Ad Account

Timeline checklist:

• Day 1: Status = "Dealer OMG Approved" set
• Day 1-2: Website Visitors setup complete, audiences deployed to Meta
• Wednesday: Audiences refresh and optimize
• Thursday onward: Audiences visible/active in Meta

Systems:

• DMUI (audience configuration)
• Monday.com (track progress)

Troubleshooting:

• If tag data is unavailable: Check website tag, follow up with keith@dealeromg.com to inform

Phase 5A: Lost Leads Setup — CRM Login Route (Days 1-2 after CRM received)

Trigger: Dealer OMG provides CRM login credentials OR uploads sales/leads data
SLA: 2 business days from receiving CRM access OR data upload

For CRM Login Route:

Operations checklist:

• Receive CRM credentials from Dealer OMG
• [LINK: CRM integration workflow] and establish connection to dealership's CRM
• Verify data sync:
  • 5 years of sales history + ongoing monthly sync
  • 6 months of leads + ongoing monthly sync
• Confirm data is flowing via Looker
• [LINK: Lost Leads setup workflow] and configure audiences
• Deploy Lost Leads audiences to Meta Ad Account

Timeline checklist:

• Day 1: CRM credentials received
• Day 1-2: CRM connected, data validated, audiences deployed
• Wednesday: Audiences refresh and optimize
• Thursday onward: Lost Leads audiences active in Meta

For Data Upload Route:

Operations checklist:

• Monitor upload.clarivoy.com/cdp for file uploads from dealership
• When sales/leads file received, start 2-business-day processing clock
• Process uploaded files
• Validate data integrity:
  • 5 years sales data received
  • 6 months leads data received
• [LINK: Lost Leads setup workflow] and configure audiences once data validated
• Deploy Lost Leads audiences to Meta
• Set up monthly reminder: On the 1st of each month, send email to dealership requesting latest CRM file for upload

Timeline checklist:

• Day 1: Files uploaded to upload.clarivoy.com/cdp
• Day 1-2: Files processed, validated, audiences configured
• Wednesday: Audiences refresh and optimize
• Thursday onward: Lost Leads audiences active in Meta

Monthly file reminder: Send email on the 1st of each month to Dealer OMG requesting updated CRM export

Systems:

• CRM platform (for login route)
• DMUI (audience config)
• upload.clarivoy.com/cdp (for upload route)
• Email (monthly reminders, confirmations)

Troubleshooting:

• If CRM login fails: [LINK: CRM connection troubleshooting]
• If monthly file not received: Re-send reminder on 1st of month; escalate if missed 2+ months

Phase 6: Active Management & Ongoing

Operations responsibilities:

• Monitor audience health weekly (check Wednesday refresh status)
• Track monthly CRM file submissions (due by 10th of each month)
• Monitor for data anomalies or sync failures
• Respond to Dealer OMG requests/questions (route to keith@dealeromg.com)
• Document any issues in Monday board for reference

What to watch:

• Audience counts trending (unusual spikes/drops)
• CRM sync failures
• Website tag health (for Website Visitors)

Phase 7: Cancellation

Trigger: Dealer OMG sets Status = "Cancelled" on Monday board

Operations checklist:

• Confirm Status = "Cancelled" set
• Automatic automation triggers: Dealer OMG board syncs to Properties board status = "Pending Cancellation"
• [LINK: Dealer OMG Cancellation workflow] and begin offboarding:
• Remove from monthly CRM file reminder list
• Document cancellation date and reason (if available)
• Send cancellation confirmation email to keith@dealeromg.com

Systems:

• DMUI (remove audiences)
• Email (confirmation)
• Monday.com (document in item)

Monitoring & Alerts

Daily:

• Check for new form submissions
• Monitor items in "Prospects / Need Tags" and "Prospects / Tags Sent" groups
• Flag items overdue for next action

Weekly:

• Verify Website Visitors and Lost Leads audiences deployed and refreshing
• Check DMUI for data sync errors
• Monitor Audience deployment status

Monthly:

• Send CRM file reminders (1st of month)
• Verify receipt of files by 10th of month
• Document onboarded dealerships and active status

Quarterly:

• Review SLA compliance
• Identify recurring issues or bottlenecks
• Update processes as needed

Escalation Procedure

If SLA at risk:

1. Document the delay with reason
2. Notify jmoore@clarivoy.com immediately
3. Create Monday board comment with status/ETA
4. If external (Dealer OMG delay): Send email to keith@dealeromg.com requesting urgency

If issue cannot be resolved:

1. Document in Monday board with all troubleshooting steps taken
2. Escalate to jmoore@clarivoy.com
3. Consider reaching out to Dealer OMG for assistance or alternative solution

Recurring issues: Track in a log and flag for process improvement review

Tools & Access

Required access:

• HubSpot (form submissions)
• Monday.com (Dealer OMG × Clarivoy CDP Lite board, Sales Pipeline board, Clarivoy Properties board, CDP Lite Processing board)
• DMUI (account/client/property creation, audience config)
• SFTP access to upload.clarivoy.com/cdp (monitor for file uploads)
• Gmail (send/track emails)

Important links:

• [LINK: DMUI Account Creation Workflow]
• [LINK: Tag Generation Process]
• [LINK: Website Visitors Setup Workflow]
• [LINK: Lost Leads Setup Workflow]
• [LINK: CRM Integration Workflow]

Email Templates & Contacts

Dealer OMG Primary Contact: keith@dealeromg.com
Operations Team Email: datateam@clarivoy.com

Email templates:

• Email #2 — Tag Delivery (sent Day 1-2)
• Confirmation email — Website Visitors live (Day 1-2 after approval)
• Confirmation email — Lost Leads live (Day 1-2 after CRM/upload received)
• Monthly CRM file reminder (1st of each month)
• Cancellation confirmation