Rocketlane Login

Login at https://onboarding.clarivoy.com

● Ops Team - click "Use Google to login" and use datateam@clarivoy.com

Group Onboarding in Rocketlane

CS Specialist - Groups are onboarded in Rocketlane according to how their marketing is managed and who the Main POC for each store is.

• If there is 1 Main POC (usually a Marketing Manager) for a group, they are processed as 1 project in Rocketlane and flow to the Source Reports Properties board as only 1 property initially. CS Specialist must then duplicate the Monday item and update the information for each property.
• If each store has a different POC, they are created as separate projects in Rocketlane and onboarded separately.

1. The process varies depending on how the items appear on the Sales Pipeline board
   1. If a group starts as 1 item on Sales Pipeline, then it will come to Properties board as 1 item.
      1. Duplicate it out so we have 1 Property per store
      2. CLEAR OUT RL PROJECT ID on all but 1 store (This is to avoid RL updating things like PropIDs on all properties. This also causes conflicts with multiple Processing Statuses on Ops Overview.)
   2. If a group starts as multiple items on Sales Pipeline, then it will come to the Properties board as multiple items. (See Sales Pipeline process document on how to handle this.)
      1. Only 1 of them should have an RL Project ID filled in.
2. Verify Properties board fields are correct
3. Flip all Processing Statuses to Onboarding
   1. 🚨 This creates 1 item per store
      1. Pro/Pro+ = Ops Overview
      2. Source Reports = Source Reports Properties board

Rocketlane Project Setup

These tasks are completed by the Project Manager.

1. In Rocketlane, go to the Project
2. Confirm all data is filled in; Complete data if missing.
3. Enter Rooftops quantity field
4. Clarivoy Start Date
   1. PRO/PRO+: Enter Clarivoy Start Date (see determining Start Date section above)
   2. Source Reports: The Start Date is the date the dealer loads our tag on their website. This gets entered later.
5. 🚀 Rocketlane Automations automatically invite the dealer Main POC to the project.  Ensure this was completed.
   1. When creating the project, Zapier checks to see if the dealer Main POC exists in another project.  If the dealer is already in another project, this means:
      1. The POC is already assigned to another account
      2. Rocketlane Automations will not be able to invite them to the new project
      3. Zapier will send a notification email to the Project Manager, notifying them that they need to manually merge the accounts and then manually invite the dealer to the new project.  See below for steps to Merge Accounts in Rocketlane.
6. 🚀 Rocketlane Automations automatically assign the Placeholders for the following.  Ensure this was completed.
   1. Dealer - assigned to the Main POC. This ensures that the Dealer tasks get assigned to the actual dealer contact.
   2. Project Manager
      1. MTSA Pro/Pro+/Enterprise/Maintenance/Canada = Assigned to CS Specialist
      2. CDP Lite = Assigned to CS Specialist
      3. Source Reports (MTSA Source Reports) = Assigned to Ops Team
      4. CDP Enterprise = Assigned to Ops Team
   3. Customer Success
      1. MTSA Pro/Pro+/Enterprise/Maintenance/Canada = Assigned when the CSL is set on the Clarivoy Properties board item
      2. CDP Lite = Assigned when the CSL is set on the Clarivoy Properties board item
      3. Source Reports (MTSA Source Reports) = Assigned to Ops Team
      4. CDP Enterprise = Assigned to Ops Team

Merging Accounts in Rocketlane

Follow this process when you need to create a new project where the dealer contact already exists in another project.

Start with the destination account. This is the account you want to exist after the merge.

1. From the Account Overview page, click the settings (gear) icon in the top right corner.
2. Click “Merge accounts”
3. In the pop-up window, verify the destination account is correct on the right. Then on the left search and select the account to be merged.
4. Click “Merge Accounts” in the bottom right of the pop-up window.

Now, all projects should show up under the destination account.

VIP Projects

A Rocketlane Project Field has been created called VIP (checkbox).

This checkbox indicates if the project is a high priority (pet project of Chris Kerr - mostly dealers he knows) that needs high priority from the CS Team. It is used by the CS Team for filtering in views only. There are no automations that exist around this checkbox.

Starter customers who are VIPs will receive an integration call with the CS Specialist (this is out of the norm; usually Starter customers are self-serve).

Dealer Process - Rocketlane

1. See Sales Pipeline process documents for online sign-up process and how items move through the Sales Pipeline.
2. 🚀 Dealer receives emails from Rocketlane:
   1. 🚀 Welcome message - includes a “magic link” for the dealer to sign into Rocketlane to view the project, make updates, and respond to the Project Manager      (subject=[Project Manager] has invited you to the project “[Dealer Name]”)
   2. 🚀 Tag email   (subject=[Project Manager] has assigned you the task "Approve Clarivoy tag via email")
   3. 🚀 Integration Survey request     (subject=[Project Manager] created a new task “Clarivoy Dealer Discovery…”)

3. Dealer must complete tasks and mark them Completed. 
   1. Project Manager will follow up and mark tasks as Completed if the dealer does not.
4. 🚀 Rocketlane sends a Summary email to the dealer once per week.
   1. Project Manager may additionally tag dealers in Rocketlane as necessary to let them know we are waiting on their actions. Each tag will send an email to the dealer.
5. 🚀 After dealer fills out the SR Integration Survey, they receive the following emails:
   1. CRM integration instructions
   2. DMS integration instructions
   3. Call Tracking integration instructions
   4. Chat integration instructions
6. Dealer must complete the instructions in each task but should NOT set the task status to Completed. After the customer completes their part, there is integration work for Clarivoy's Ops Team to do on each data task. Once the customer has completed their part of the task (typically providing a login), CS Specialist should set the task status to Ops Setup Needed.
   1. 🚀 RL Automations will reassign the task to Ops Team.

For details on individual phases and tasks, see:

• Phase 1 Template 
• Phase 2 Template CS Tasks 
• Phase 2 Template Data Tasks 
• Phase 3 Template 
• Phase 4 Template