PRO/PRO+ Clarivoy Properties Board

1. Once the Sales Pipeline board item is set to Send to Properties Board status, a new item appears on the Clarivoy Properties board in the Main workspace.
   When new Properties are created on the Clarivoy Properties board:
   1. 🚨 CS Specialist receives a notification.
   2. 🚨 A Monday Workflow will clear the Subscription column and repopulate it with the same value.  This triggers another workflow:
      1. 🚨 When the Subscription column changes, a Monday Workflow will update the Product column based on what is chosen in the Subscription column.
   3. 🚨 Monday Automations uses the Contact information (if filled in) to search for existing contacts (via email address) on the Clarivoy Contacts board and link them from the Clarivoy Properties board side.
      ◦ Main POC
      ◦ Onboarding Contact
      ◦ AP Contact
      1. If a matching contact is found, Make will link the property to the contact in the Clarivoy Contacts column on the Clarivoy Properties Board board (this is a one-way link column currently). ***THIS NEEDS TO BE REDONE AT SOME POINT TO BE A 2-WAY LINK COLUMN - this would be part of a "Contacts overhaul" Rock for Ops Team***
   4. 🚦 A Make.com scenario uses the Contact information (if filled in) to search for existing contacts (via email address) on the Clarivoy Contacts board and link them from the Contacts board side.
      ◦ Main POC
      ◦ Onboarding Contact
      ◦ AP Contact
      1. If a matching contact is found and any fields on the contact are blank, Make will update them using the information from the Clarivoy Properties board fields. Make will then link the contact to the property in the Link to Properties column on the Contacts board (this is a one-way link column currently). ***THIS NEEDS TO BE REDONE AT SOME POINT TO BE A 2-WAY LINK COLUMN - this would be part of a "Contacts overhaul" Rock for Ops Team***
      2. If a matching contact is not found, Make will create one and then link the contact to the property in the Link to Properties column on the Contacts board (this is a one-way link column currently). ***THIS NEEDS TO BE REDONE AT SOME POINT TO BE A 2-WAY LINK COLUMN - this would be part of a "Contacts overhaul" Rock for Ops Team***
2. CS Specialist - If the property was sold via Pandadoc, go to PandaDoc and pull up the contract. This will tell you:
   1. Which rooftops are included.
   2. Start Date
   3. Points of contact
   4. Address, phone, etc. 
   5. Subscription is MTSA Pro+ unless otherwise indicated. 
3. CS Specialist - Use contract info and/or internet research (Dealer's website, Google) to fill in every bit of info possible.
   1. If the dealer signed up via a Pandadoc which was linked to the Monday item on the Sales Pipeline board, then the Contact information should be ported from Pandadoc → Sales Pipeline → Clarivoy Properties.
   2. If it is blank, fill in the Subscription column. 
      1. 🚨 When the Subscription column changes, a Monday Workflow will update the Product column based on what is chosen in the Subscription column.
   3. Split out Groups - If the new client has multiple rooftops and they were not sent over from the Sales Pipeline board as separate items, the CS Specialist creates additional items on this board for each additional rooftop (each line represents 1 rooftop on this board).  Do this BEFORE setting the Processing Status to Onboarding!
   4. Verify that the Quantity column is populated. It must be populated for each rooftop [this should default to 1]
   5. Vendor fields are not filled in as we do not know this information yet.
4. CS Specialist - Once all info is populated, set Processing Status to Onboarding. This will trigger automations to:
   1. 🚨 Move the item to the Onboarding SA/TVA Properties group.
   2. 🚨 Create an item on the SA+TVA Ops Overview board

Returning Clients

For all clients who were previous clients who cancelled and are returning, you must create a NEW line item on the Sales Pipeline board and follow the processes for Sending to Rocketlane or Properties Board . DO NOT reuse the old item.

As long as all details remain the same (e.g. not splitting or combining any additional rooftops from/into one property), reuse the same property ID(s) from before.

1. CS Specialist / CSLs must:
   1. Make sure Referral Source = Previous Client
   2. If the property is returning within 6 months of the previous cancellation, CSLs need to call out the returning property to both Data Team and CS Specialist in the conversation updates on the new property, so they can ensure that the property & users are not deactivated as part of the prior cancellation (or if they have been, that they are reactivated).

Changes to Start Date / Delays in Start of Reporting

If the start is delayed, CSL must:

1. Find the item on the Clarivoy Properties board
2. Set the Reason for MTSA Start Date Change status column
3. Update the MTSA Start Date column by clicking on the existing date to bring up the calendar, then selecting the new date. DO NOT CLICK THE X to clear the existing date first!
4. When the MTSA Start Date changes on the Clarivoy Properties board:
   1. 🚦 Make.com scenario will create a new item on the MTSA Start Date Changes board to track the change
   2. 🚨 Monday automation will create a new item on the Property Active Dates board. Every morning, a Monday/Postgres integration (property_active_dates_insert_update) enters these dates into the claripedia.property_active_dates table. For full details, see  the Property Active Dates process document.
   3. 🚨 Monday automation will email the VP of Sales and Controller to notify them of the change (VP of Sales only gets notified if the date changes, not if it is set initially)

STARTER/BASIC Properties Board

1. Once the Sales Pipeline board item is set to Send to Properties Board status, a new item appears on the Starter/Basic Properties board in the Main workspace.
2. Contacts - 🚦 When new Properties are created on the Starter/Basic Properties board, a Make.com scenario uses the Contact information (if filled in) to search for an existing contact (via email address) on the Clarivoy Contacts board.
   ◦ Main POC
   1. If a matching contact is found and any fields on the contact are blank, Make will update them using the information from the Starter/Basic Properties board fields. Make will then link the contact to the property in the Link to Properties column on the Contacts board.
   2. If a matching contact is not found, Make will create one and then link the contact to the property in the Link to Properties column on the Contacts board (this is a one-way link column currently). 
3. Clients - When new Properties are created on the Starter/Basic Properties board:
   TO BE AUTOMATED:  See Ops Request 
   1. 🚨 A Monday automation attempts to link the client by searching the Clarivoy Clients board for a match with the value in the Client ID column.
   2. 🚨 A Monday automation attempts to link the client by searching the Clarivoy Clients board for a match with the value in the Client Name From Onboarding column (with Item Name column on the Clarivoy Clients board).
4. Verify Clients Link & Create Client If Necessary - Project Manager - Check if the automations successfully linked the client to an existing client on the Clarivoy Clients board.  
   If the client was not linked automatically:
   1. Link the client in the Link to Clarivoy Clients (Auto Group/Company) column. If the client does not exist:
      1. SELECT ONLY 1 PROPERTY IN THE CLIENT GROUP and click the "Create Client" button and it will create the client item and link it. [If you select multiple properties at a time, it will create duplicate Clients board items]
      2. Select the remaining properties in the Client Group and link them to the newly created clients board item in the Link to Clarivoy Clients (Auto Group/Company) column.

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 

Phase 2 Start

🚀 When the Discovery Survey task (part of Phase 1 template) is completed, Rocketlane will import the appropriate Phase 2 templates (via account level automation):

• Pro/Pro+/Canada: Phase 2 - Pro/Pro+ data tasks and Phase 2 - Pro/Pro+ CS tasks
• Starter/Basic: Phase 2 - Starter data tasks

Web Traffic Tracking Guide [Phase]

Web Traffic Tracking Guide - PRO ONLY

Task in Rocketlane = Web Traffic Tracking Guide.

1. CS Specialist to mark task in progress when dealer is onboarding
2. Dealer to mark complete when done.

Third Party Data Sharing Agreement [Phase]

Third Party Data Sharing - PRO

Task in Rocketlane = Third party Data Sharing Agreement

Customers must complete the Third Party Data Sharing Survey and either Approve or Deny sharing their data with the third party marketplaces. If dealers Approve, their summary data appears on the Third Party Impact Reports in the DMUI for the corresponding third party marketplace.

Also See:

• Third Party Data Sharing Processes 
• Third Party Data Sharing Permission Entry 

Existing or Previous Clients:

This process is when an existing client adds new rooftop(s) or a previous client returns.

1. Go to the Third Party Data Sharing board in Monday.
2. Locate the survey results from when the dealer previously completed the survey.
   1. If it was a single rooftop before, change the item name to the Auto Group name.
3. Update the SA/TVA Properties (Rooftop) column to add an additional link to the new rooftop(s).
4. Set the Linked Status column to "Linked".
   1. Permissions for items with "Linked" status will get entered the following morning by an automated process. See: Third Party Data Sharing Permission Entry 
5. Make a note in the Rocketlane task chat that this is an existing or previous client, so the dealer does not need to complete the TPDS survey.
6. Set the Rocketlane task to Completed.

New Clients:

1. CS Specialist to set task status to In Progress when dealer is in onboarding
2. The task instructions provide the dealer with a link to the Third Party Data Sharing surveys (Monday forms: USA form, Canada form).  Dealer should complete this survey.
3. When the survey is submitted, a new line item is created on the Third Party Data Sharing board.
   1. 🚨 When new items are created on the board, Monday attempts to link them to the appropriate items on the Clarivoy Properties board and/or MTSA Source Reports Properties board by matching the dealership name to the property name. This may not always work and may need corrected - see next step.
   2. 🚨 CS Specialist gets a notification when a new item appears on this board.
4. CS Specialist goes to Third Party Data Sharing board and links the properties in the SA/TVA Properties (Rooftop) column.
   1. If a multi-property client group completes the survey only once, that approval is good for the entire client group and should be linked to all stores in the client group.
5. Set the Linked Status column to "Linked".
   1. Permissions for items with "Linked" status will get entered the following morning by an automated process.  See: Third Party Data Sharing Permission Entry 
6. CS Specialist sets the Rocketlane task status to Completed.

Third Party Data Sharing - STARTER

There is no task in Rocketlane for TPDS.
The Starter signup form has a question that covers TPDS and a separate agreement is not necessary.

The dealer's approval or denial is mapped from the Hubspot form to the Sales Pipeline board column Third Party Data Sharing Approval and applies to all sources in the Source columns.

1. 🚨 When items on the Sales Pipeline board are set to WON (which is set by Monday automations after the status Rocketlane and/or Send to Properties Board), if Third Party Data Sharing Approval is not blank, Monday automations clear the value and set it again.
   1. 🚦 This triggers the Make.com scenario Sales Pipeline - Starter TPDS (Third Party Data Sharing) which will:
      1. Create new items on the Third Party Data Sharing board (1 per source) with the correct permissions from the Sales Pipeline board column Third Party Data Sharing Approval.
      2. Link these items to the Sales Pipeline board item (so that the mirror Property ID column is populated on the TPDS board).
      3. Linked Status of the new item is set to "Linked".
         1. Permissions for items with "Linked" status will get entered the following morning by an automated process.  See: Third Party Data Sharing Permission Entry 
      4. If Make encounters an error (Property ID is blank or all Source columns are blank), datateam@clarivoy.com receives an email notification of the error.

Google Analytics Access [Phase]

Google Analytics Access - PRO ONLY

Task in Rocketlane = Google Analytics Access

1. CS Specialist to mark task in progress when dealer is onboarding.
2. Dealer or CS Specialist to mark complete when done.
   1. USA Client ID is 1 to 1570 - set to Google Client ID 1-1570 Directs dealer to share access with support@clarivoy.com
   2. USA Client ID is 1571 and up - set to Google Client ID 1571-1900 Directs dealer to share access with support2@clarivoy.com
   3. USA Client ID is 1901 and up - set to Google Client ID 1901+ Directs dealer to share access with support3@clarivoy.com
   4. Canada - set to Google Canada Directs dealer to share access with support_canada@clarivoy.com
3. When we receive a response from the client confirming completion, CS Specialist sets Task Status to Completed.

Confirm Taxonomy [Phase]

Confirm Taxonomy - PRO ONLY

1. CSL - Check web taxonomy data that we are receiving. See if dealer is using UTM tagging. 
2. If needed, get UTM campaign names from dealer in order to classify data. 
3. CSL to set the Confirm Taxonomy task status to Completed.

Phase 2 Data Tasks Start

🚀 When the Discovery Survey task (part of Phase 1 template) is completed, Rocketlane will import the appropriate Phase 2 templates (via account level automation):

• Pro/Pro+/Canada: Phase 2 - Pro/Pro+ data tasks and Phase 2 - Pro/Pro+ CS tasks
• Starter/Basic: Phase 2 - Starter data tasks

Core Data Tasks

• DMS [Phase and Task]
• Call Tracking [Phase and Task]
• CRM [Phase and Task]
• Chat [Phase and Task]
• Email Open Logs [Phase and Task]

See Data Integration Processes section below.

Data Integration Processes

The data collection process depends on the data collection Method the dealer selects during the survey.

No backdata is to be downloaded for MTSA Starter or Basic.

• Data Integration: API Method
• Data Integration: Automated Report Method
• Data Integration: Collect Method
• Data Integration: Download Method
• Data Integration: DVSFTP
• Data Integration: Scraper Method
• Data Integration: SFTP Method

Rocketlane - Group Onboarding for Core Data Tasks - PRO/PRO+

When Onboarding a group as a single project in Rocketlane, the number of Core Data tasks that need to be created is according to "how we receive the data":

• DMS = 1 task per property, all public tasks and initially assigned to the Customer. See process below for duplicating core data tasks. (this is because we ultimately want 1 monthly DMS task per property)
• CRM = Start with 1 login task per CRM, all public tasks and initially assigned to the Customer. You may need to adjust this - see below:
  • We need 1 Rocketlane task per login. . See process below for duplicating core data tasks. Some examples may include:
    • If the dealer group uses 2 different CRMs (Elead for some stores, DriveCentric for others) then we need a task for each of these 2 CRMs
    • If the dealer group uses 1 CRM (ex: DriveCentric) but cannot provide a group login containing all of the stores [typically due to how their CRM accounts are setup], then we need a separate task for each login they provide. If they have 5 stores and provide 5 separate logins, create 5 CRM tasks.
• Leads Collect Files = Start with 1 public task per vendor. We hope the dealer can provide a (multi) file containing all stores together.
  • If the dealer provides separate files for each store, duplicate out the tasks - 1 task per file.
• Leads API Integrations = Start with 1 public task per vendor to request the dealer's approval.
  • Start - On each API task:
    • Go to the Additional Info tab and check the box for "Do Not Create Monthly Task"
    • Tag the dealer and list the stores that this approval applies to.
  • Once the dealer approves:
    • Send the approval to the API vendor on the "group" task.
    • Set the "group" task status to Waiting on Vendor.
  • Once the vendor provides the API keys:
    • Set the "group" task status to Completed.
    • Duplicate out the task for as many stores as it applies to (if the task is for 6 stores, duplicate it out 6 times). . See process below for duplicating core data tasks.
    • For each of the separate API property tasks:
      • Make each of these separate API property tasks Private.
      • Paste the API key for each store inside each task's Chat - in a private message.
      • Set the status to Data Pull Needed
      • Enter the API key(s) on the property in the DMUI
      • Set the status to Waiting on Data

Duplicating Core Data Tasks in Rocketlane - PRO/PRO+

It is the responsibility of the CS Specialist to duplicate out the core data tasks as needed. In some cases, the CS Specialist may not know exactly how the data will be received, or the dealer may complete the Discovery Survey and start working the core data tasks before the CS Specialist can check on the project. If Ops Team starts to work a data task for a group project and discovers that additional tasks are needed Ops Team should duplicate out the tasks as needed, based on the above guidelines.

1. In the Project Plan tab, find the core data task you want to duplicate.
2. Do not open the task. On the task tile, click the three dots in the top right-hand corner ("more actions" will appear when you hover over the three dots).
3. Choose Duplicate Task.
4. Duplicate Task dialog box
   1. Enter the number of times you need to duplicate the task
   2. Remove the number prefixes from the name of each task
   3. Add a " - " and the store name after each task. For example: CallRevu - Johnson Hyundai of Florence
   4. Click Duplicate.
   5. It may take a few minutes for the new tasks to appear. You may need to refresh your browser.
5. Open each of the newly duplicated tasks. For each task, go to the Additional Info tab and fill in each of these fields:
   1. Method [this should be filled in if the main task you duplicated out was created correctly]
   2. Data Type [this should be filled in if the main task you duplicated out was created correctly]
   3. Task Vendor [this should be filled in if the main task you duplicated out was created correctly] **CS: The Task Vendor name must match one of the existing task vendors on the Monthly Task board. If you have to fill in this field manually, see the Monthly Task board Vendor column to find the correct name. Example: for DriveCentric, it must read DriveCentric CRM (NOT DriveCentric). **OPS: The Task Vendor name must match the preprocessing_key value in the claripedia.lead_data_suppliers table in Postgres.
   4. Task Property ID - The property IDs that the data will be mapped to for each task.
      1. If the task is for an individual store, use its Property ID.
      2. If the task is for multiple stores, enter all property IDs for the corresponding stores separated by a comma and a space between each one. Example: 94531, 99887, 99888, 99889
   5. Task Dealer Name - see below:
      1. If the task is for an individual store, this is the property name.
      2. If the task is for the entire auto group, this is the Client Name (auto group name).
   6. Task Contact Name - Only required for collects. This should default to the Main POC Name for the project. If someone else is providing the data (such as a dealership admin or a vendor rep) and we have their contact information, fill it in here instead.
      1. **OPS: If someone else uploads the data besides the contact listed here, update the contact to the person who uploaded the data.
   7. Task Contact Email - Only required for collects. This should default to the Main POC Email for the project. If someone else is providing the data (such as a dealership admin or a vendor rep) and we have their contact information, fill it in here instead.
      1. **OPS: If someone else uploads the data besides the contact listed here, update the contact to the person who uploaded the data.

Rocketlane - Changing data integration methods - Starter

For dealers on any CRM that Wall-E supports (as of May 2025 this includes DealerSocket, DriveCentric, ELEAD/CDK CRM, VinSolutions), they will receive a task with instructions to create a login.

All other CRMs will receive 2 Upload tasks (Sales and Leads).

If a dealer refuses to give us a login, follow these steps:

1. Go to the Project Overview and view all Project Fields (top right).
2. At the bottom of the Leads+Sales phase, hover over the Add Task button. Click the ▽ button next to Add Task.
3. Add Task From Template.
4. Search for "Upload".
5. Under Phase 2 - Starter Data Tasks, check both "Upload Leads File" and "Upload Sales File".
6. Click Next.
7. Choose today as the Start Date.
8. Click Add 2 Tasks.
9. 🚀 Automations should:
   1. Create both tasks.
   2. Assign both tasks to the Customer.
   3. Set Both Tasks to Completed.
   4. Change the Project Field "How would you like to give us your data?" to "Upload file".
10. Verify that both tasks are assigned to the Customer and the status is set to Completed (these should happen automatically).
11. Delete the login task.

Rocketlane - Changing data integration methods - PRO/PRO+

For some DMS vendors, there are 2 commonly used methods.

• For CDK DMS:
  • CDK API - This is our preferred method. This task will be created by default.
  • CDK Upload - This task is not created by default. If the dealer prefers to go Collect instead of using CDK API, see the instructions in the Private Notes of the CDK API task for how to add the CDK Upload task instead.
• When a dealer selects Reynolds & Reynolds as their DMS, 2 data tasks are created in the DMS phase:
  • Reynolds & Reynolds Upload - This is our preferred method. This task will be created by default.
  • Reynolds & Reynolds DealerVault integration - This task is not created by default. If the dealer's Reynolds & Reynolds DMS is already integrated with DealerVault and they can commit to pushing the data once per week, we can integrate with DealerVault. See the instructions in the Private Notes of the R&R Upload task for how to add the Reynolds & Reynolds DealerVault Integration task instead.
• Other DMS
  • Other DMS upload - This is our preferred method. This task will be created by default.
  • DealerVault new integration - This task is not created by default. If the dealer prefers to attempt integrating through DealerVault, follow the instructions in the Private Notes of the Other DMS Upload task for how to add the DealerVault new integration task instead.
• All Other Vendors
  • Integration - This is our preferred method. This task will be created by default.
  • Upload - If the dealer refuses to do an integration, follow these steps:
    1. Update the task name - Remove references to an integration (such as "API" or "approval") and change the task name to [Vendor Name] upload
    2. On the task, go to the Additional Info tab (just above the Task Notes) and update the following:
       1. If the vendor name does not appear in Task Vendor, insert it (see Ops for the proper vendor name. Vendor Names MUST match the preprocessing_key found in the claripedia.lead_data_suppliers table.
       2. Change the Method to Collect
       3. Ensure the Task Contact Name field is filled in
       4. Ensure the Task Contact Email field is filled in - This person will receive the collect emails from the monthly task board.

Data Tasks - Setting to Completed in Rocketlane

When a Core Data Task's status is set to Completed in Rocketlane:
The Zapier Integration NEW Creating data tasks on Monthly task board (PRO/PRO+) runs:

1. Zapier checks for these conditions:
   1. Task field Do Not Create Monthly Task is NOT checked.  If checked, it stops.
   2. Project field Subscription does NOT contain Starter or Basic.  If Starter or Basic, it stops.
   3. The task status was set to Completed by a Clarivoy employee ("clarivoy" in the user's email address).  
      If not a Clarivoy employee:
      1. Rocketlane task Status is set to Ops Setup Needed
      2. An error message is posted in the Rocketlane task chat ("Error! Only Ops Team can set a data task to Completed.")
   4. All necessary Core Data Task fields are filled in:
              ◦ Task Vendor
              ◦ Method
              ◦ Data Type
              ◦ Task Property ID
              ◦ Task Dealer Name
      If any of these are blank:
      1. Rocketlane task Status is set to In Progress
      2. An error message is posted in the Rocketlane task chat with steps to correct.
2. If all of the above checks pass, Zapier creates a new item in the SA+TVA Ops Monthly Tasks board
   1. Task Status is determined according to the Data Type:
      1. If DMS task
         1. If we are not at their Data Processing Start Date (Start Date+1 month), the task will be created with status=New until Start Date+1 month arrives.
         2. If we ARE at their Data Processing Start Date (Start Date+1 month), the task will be created with Status=DMS Done. A Monday workflow will clear the status, then set it back to DMS Done (to trigger automations that fill in the Done Date, Sales Date, Prelim Date, CSL QA Date).
      2. If TV, tasks are created with status=New and Monday workflow will flip them to TV Not Received.  [the process for TV says that Seth/CSL should not wait until we receive the first TV files before setting the Rocketlane task status to Completed]
      3. If Service, tasks are created with status=New and Monday workflow will flip them to Special Task Not Received.
      4. If any other data type, tasks are created with status=Done. A Monday workflow will clear the status, then set it back to Done (to trigger automations that fill in the Done Date, Prelim Date, CSL QA Date).
3. ✴️ If successful creating the task, a private chat message is posted on the Rocketlane task with a link to the new Monday item and a note about the Status of the task.
   If not successful, a private chat message is posted on the Rocketlane task with an error message and the task status is set back to In Progress.
4. If a vendor change (task field Vendor Change Old Task ID is not empty):
   1. ✴️ Zapier will find the old Monday item and set its status to Inactive.
      1. If successful, item updates are created on both the Old and New Monday items denoting that this was a vendor change with a link to both tasks.
         If not successful, a private chat message is posted on the Rocketlane task with an error message.

Phase 3 Start

Starter/Basic: 🚀 The Phase 3 - All Subscriptions - Confirm LFI template is imported when the Discovery Survey task (part of Phase 1 template) is completed (via automation in Phase 1 template on the Dealer Discovery survey task).

Pro/Pro+/Canada: 🚀 The Phase 3 - All Subscriptions - Confirm LFI template is imported when the Discovery Survey task (part of Phase 1 template) is completed (via automation in Phase 1 template on the Tag Live task).

Confirm LFI [Phase]

Confirm LFI - PRO AND STARTER

Assigned to Project Manager

This should be completed 14 days after Confirm DMUI task is completed, to allow time for LFI to be collected.

1. Use the link in the Rocketlane task to view web traffic.
   1. Alt manual process: Check Looker Leads QA 2 board for Clarivoy Web Leads
      1. Set Client Name and/or Property Name
      2. Set Start Date = Last 90 Days (NOT last X complete months)
      3. Set Lead Data Supplier = Clarivoy
2. If no leads exist:
   1. Verify that:
      1. The tag is on the website
      2. The domain is entered on the correct Property in the DMUI
      3. The RL project has the correct Property ID
      4. The dealer has at least 1 form on their website where customers can enter contact information.
      5. If the dealer does not have any contact forms on their website, we are unable to collect LFI. If this is the case, tag the CSL to notify them and set the task status to Skip. 
   2. If the above are correct, wait another week then check again. Sometimes it takes a while for LFI leads to show up, especially if it is a lower volume rooftop.
   3. If no leads exist after another week, tag the CSL in the updates and let them know. Set the task status to Skip.
   4. If the CSL desires further investigation, they need to open a ticket on the Tickets board.
3. If leads exist, set Task to Completed.

Integration Complete is defined as all Core Data Tasks being complete (CRM, DMS, Call Tracking, Chat).

PRO/PRO+ Integration Complete

This is a MANUAL CHANGE made by the Project Manager (CS Specialist) or CSL.

1. In Rocketlane, go to the Project Overview.
2. Project Info box (top right).
3. Change Project Status to Integration Complete / Processing 1st Month.
4. When the Project Status changes to Integration Complete / Processing 1st Month:
   1. 🚀 Rocketlane automations import the Phase 4 All Subscriptions (Integration Complete) Template.
   2. 🚀 This sends dealer a chat saying “you are integration complete” with the Onboarding Follow-Up survey link
      1.  ✴️ A Zapier integration will update the SA+TVA Ops Overview Processing Status to Waiting on 1st Month to mirror this change
         1. 🚦 A Make scenario will check to see if we should start processing data yet. If it is time to start processing data (For MTSA, the 1st of the month following the dealer's Start Date), Make will set the Processing Status to Working On It and add the appropriate Processing Months. It also adds the Prelim QA link.
            1. When the Processing Status changes to Working On It, 🚨 Monday automations moves the Ops Overview item to the Active group.
5. VERY IMPORTANT!! IF YOU ARE ONBOARDING A GROUP: Zapier will only update the Processing Status for 1 item on the SA+TVA Ops Overview board (the one with the RL Project ID). You must manually update the that the Processing Status for ALL OTHER STORES IN THE GROUP to Waiting on 1st Month.
6. Continue to Monthly Processing on the Ops Overview Board.

Starter/Basic Integration Complete

1. 🚀  For Starter/Basic subscriptions, Rocketlane automations exist to automatically set the Project Status to Integration Complete / Processing 1st Month when certain conditions are met in the project:
   1. Starter CRM Login Task Completed (& tag loaded) -> set Project Status to Integration Complete & if Group, notify Ops Team to set other rooftops' Prop board statuses
      1. Conditions as follows:
         
2. Starter - Upload Leads task completed & Tag Loaded (Start Date not empty) -> set project status to Integration Complete [does not always work due to +3 levels of automations chained; see Phase 2 Starter Upload task automations for failsafe] & If group, send email reminder to update Properties board items.  
   1. Conditions as follows:
      
3. Starter - Tag Live task completed & Upload tasks were completed (How would you like... not empty) -> set project status to Integration Complete & If group, send email to remind about updating Properties board items & If group, send email to remind about updating Properties board items
   1. Conditions as follows:
      
4. When the Project Status changes to Integration Complete / Processing 1st Month:
   1. 🚀 Rocketlane automations import the Phase 4 All Subscriptions (Integration Complete) Template.
   2. 🚀 Rocketlane automations (Starter/Basic - Integration Complete but no sources filled in) will check to ensure that at least 1 Source is filled in on the Project Fields.  If no sources are filled in:
      1. The project status is set back to In Progress.
      2. Ops Team will receive a notification email with steps to remedy the issue.
      3. The below automatons will not run (dealer will not receive the IC email & Ops will not receive the group IC notification email).
   3. 🚀 Rocketlane automations (Starter Integration Complete - Send IC email via Make NEW) will send a webhook to start the Make.com scenario Starter - Integration Complete Email (triggered by Rocketlane)
      1. 🚦 The Make.com scenario will send an email to the dealer outlining what they should expect.  The email is slightly different depending on the data collection method.  A copy of this email is logged as an update on the Monday board item.
         
5.  ✴️ A Zapier integration will update the MTSA Source Reports Properties board Property Status to Integration Complete / Processing 1st Month to mirror this change.
   1.  Properties stay in this Property Status (Integration Complete / Processing 1st Month) while we process their first month's data. Once the first month's delivery is complete, the Property Status will change to Active on the 1st of the following month (see After First Delivery: Starter/Basic)
6. IF THIS IS A GROUP PROJECT (identified by the word “Group” in the project name):
   1. 🚀 Rocketlane automations from Step 1 above will send a reminder email to datateam@clarivoy.com, reminding the Ops Team to update the Property Status for all subsequent rooftops manually - see step 3 below for how to do this.
      
7. VERY IMPORTANT!! IF YOU ARE ONBOARDING A GROUP: Zapier will only update the Property Status for 1 item on the MTSA Source Reports Properties board (the one with the RL Project ID). You must manually update the that the Property Status  for ALL OTHER STORES IN THE GROUP to Integration Complete / Processing 1st Month.
8. Continue to LINK TO STARTER/BASIC MONTHLY PROCESSING PROCESS DOC

Phase 4 Start

ALL SUBSCRIPTIONS EXCEPT Source Reports: 🚀 When the Project Status changes to Integration Complete / Processing 1st Month, Rocketlane automations import the Phase 4 All Subscriptions (Integration Complete) template.

Source Reports: 🚀 When the Monthly Processing Status [project field; syncs with Source Reports Properties board Monthly Processing Status] changes to Verify Prod + Create Login, Rocketlane automations import the Phase 4 All Subscriptions (Integration Complete) template.
The reason this is different than MTSA Pro/Pro+ is because we have had many Source Reports dealers who are Collect and never turned in their first month's data. We should not be creating a login or Provisioning the property(s) until the first month's data is complete and ready for the dealer.

Login [Phase] - PRO & Source Reports

Create Login - PRO and Source Reports

Engineering to automate eventually

Assigned to the CSL placeholder (for Source Reports, the CSL is Ops Team).

Starer/Basic - This should be done when the dealer's first month data is processed and the 

1. For now, Users are created manually by CS Specialist in the DMUI. 
   1. Source Reports - Only one user allowed per property
   2. Pro/Pro+/Enterprise - Unlimited users are allowed 
2. See Dashboard Users.
3. Starer/Basic - 

Provisioning [Phase] - Source Reports Only

Provisioning

Assigned to Ops Team

Provisioning is a process in the DMUI that assigns Sources to Properties.  This allows the dealer to see the specific Source pages for each Property in the Source Reports navigation section in the Dashboard.

1. In the DMUI, go to Tools → Provisioning
2. Click Add a Report button in the top right.
3. Select the Property
4. Search for the Source and click Add.
   Each source must be added as a new row/"Report".  Do not add multiple sources under one property.
5. Set the Rocketlane task to Completed.

How To Provision in the DMUI (Video)

Sale Count Verification [Phase]

CSL Accounting Survey - PRO ONLY

Assigned to CSL
The survey template that this task is based on is found here:  CSL Accounting Survey

Follow the process outlined here:  Verifying Sales Counts

If there is a discrepancy:

• See Researching Sale Count Discrepancies
• If needed, you can provide the dealer with this customer-facing article: Why don't my Sales counts match the Clarivoy Dashboard?

Third Party Agreement [Phase] - PRO Only

Create 3rd Party Advisor

Task is assigned to CSL

If this is not applicable, delete this task.

1. If the dealer has a third party adviser/consultant, complete the agreement using the Monday board Third Party Advisor Request
2. Follow the steps outlined here: Dashboard Login for Agencies and Third Party Advisors 

Automatch Communication (Ad Spend Instruction email)

PRO/PRO+ Automatch Email

PRO/PRO+ - For the first month only (except Downgrades)

1. When Monday board Processing Status=Automatch in Progress
   1. ✴️ Zapier updates the RL project field Monthly Processing Status to Automatch in Progress to mirror this.
   2. 🚀 When the RL project field Monthly Processing Status changes to Automatch in Progress, Rocketlane sends a project chat to the dealer with instructions on how to enter the Ad Spend in the DMUI. This also gets sent to the dealer as an email notification.

PRO/PRO+ - For subsequent months

CS NEEDS TO DOCUMENT THE NEW PROCESS INVOLVING THE Client/Property Master Board

STARTER/BASIC Automatch Email

1. When Monday board Processing Status=Automatch in Progress
   1. ✴️ If Property Status=Integration Complete / Processing 1st Month), Zapier updates the RL project field Monthly Processing Status to Automatch in Progress to mirror this.
   2. 🚦 A Make scenario Starter Automatch Email sends an email to the dealer with instructions on how to enter the Ad Spend in the DMUI.

Client Ready Communication (Your Data Is Ready email)

PRO/PRO+ Client Ready Email

PRO/PRO+ - For the first month only

1. ✴️ When Ops Overview Status is set to Verify Prod, Zapier (Monday to RL - Ops Overview - Processing Status (PRO/PRO+)) updates the RL project field Monthly Processing Status to Verify Prod to mirror this.
   1. 🚀 If the RL project field Monthly Processing Status gets set to Verify Prod and First Report Delivery Date IS blank... Rocketlane sends a project chat to the dealer notifying them that their data is ready and they can login to view it. This also gets sent to the dealer as an email notification.

PRO/PRO+ - For Subsequent months

CS NEEDS TO DOCUMENT THE NEW PROCESS INVOLVING THE Client/Property Master Board

STARTER/BASIC Client Ready Email and Verify First Month Data

STARTER/BASIC - Verifying First Month Data

1. 🚨 On the Prod Date, if the Monthly Processing Status=Automatch in Progress, Monday automations will change the Monthly Processing Status to Verify Prod. Verify Prod is the signal for CS to login to the dashboard and verify that the dealer has data.
   1. When Monday Source Reports Properties board Monthly Processing Status=Verify Prod,
      1. ✴️ Zapier updates the Rocketlane Project field Monthly Processing Status to Verify Prod (For groups: Only 1 Monday board item in a group has the RL project ID on it, so only when that 1 item is flipped does the RL project status get updated.)
      2. 🚀 Rocketlane automations send a notification to the Project Manager reminding them to create logins.
2. Project Manager - Login to the Prod Dashboard and verify the data is visible and looks good
3. Project Manager - Create the login and mark the Login completed in the RJ project (the Login task is new as of November 2024, so some existing/older Starter OB dealers may not have this task, but it still needs to be done)
4. Project Manager - Set the Monday Source Reports Properties board Monthly Processing Status to Client Ready. *** If it is a GROUP, ensure you flip the Monthly Processing Status for all of the group items. ***
   1. ✴️ Zapier updates the Rocketlane Project field Monthly Processing Status to Client Ready (For groups: Only 1 Monday board item in a group has the RL project ID on it, so only when that 1 item is flipped does the RL project status get updated.)
       

STARTER/BASIC - For ALL months

1. When Monday Source Reports Properties board Processing Status=Client Ready and Main POC Email is not blank...
   1. 🚦 A Make scenario Starter Client Ready Email sends an email to the dealer notifying them that their data is ready and they can login to view it.
   2. This status also triggers 🚨 Monday automations to create a connected "delivery" tracking item on the MTSA Starter/Basic Monthly Deliveries board. This is for dashboard reporting purposes of how many deliveries were made each month.

After First Delivery (PRO/PRO+)

1. CSL - Go to Rocketlane project and set First Report Delivery Date
   1. ✴️ A Zapier integration will update the Clarivoy Properties board First Report Delivery Date to mirror this change.
   2. 🚦Make.com automation will:
      1. 🚦 IF the property was in an Onboarding group, then move the property to the Active group (If the item was in any other group, it will remain there. There is the potential for a First Delivery to occur after a cancellation notice has been given, in which case we do not want to move the rooftop from Pending Cancellation to Active)
         1. 🚨 Monday Automation will then set Processing Status to Active
   3. 🚀 Rockelane Automation will change the Rocketlane project status from Integration Complete —> Active

After First Delivery (Starter/Basic)

For Starter, after the first month's data has been delivered:

1. When the 1st of the following month arrives, if the Monthly Processing Status is "Client Ready", the Make scenario Source Reports Properties board daily item review will reset properties on the Source Reports Properties boards and set the Property Status to Active Note: If processing of their first month's data spills into a subsequent month, this change will be made the morning following the day they went to "Client Ready".
   1. 🚨 The property will move to the Active group

Onboarding Unresponsive - PRO/PRO+

Process TBD - CS to document

Onboarding Unresponsive - Starter/Basic

🚀 When a Starter or Basic Onboarding project is created in Rocketlane, the project field Due Date is set to 30 days out. This gives the dealer 30 days to complete their Onboarding.

🚀 Every time one of the following actions occurs, the due date is pushed out by 30 more days:

• A task is updated by either the customer or Clarivoy
• A chat message is received

7 days before Due Date

🚀 Every Monday, if the subscription is Starter or Basic, the project status is still In Progress (meaning it is Integration WIP), and the Due Date is within the next 7 days (meaning no action has been taken on this project in the past 23 days or more):

1. 📧 The dealer will receive the following summary recap email from Rocketlane/Zapier:

5 days before Due Date

🚀 5 days before the Due Date (meaning no action has been taken on this project in the past 25 days), if the subscription is Starter or Basic, and the project status is still In Progress (meaning it is Integration WIP):

1. 🚀 Rocketlane will send the following message to the dealer in the project General Chat. They will also receive an email copy of this.

On the Due Date

🚀 On the Due Date, if the subscription is Starter or Basic, the project status is still In Progress (meaning it is Integration WIP and no action has been taken on this project in the past 30 days):

1.  🚀 Rocketlane Automations will change the project status to Integration Unresponsive
   1. ✴️ Zapier integrations will update the Source Reports Properties board Property Status to Integration Unresponsive to mirror this change.

If the dealer responds

If the dealer responds to the email or reaches out, manually adjust the project:

1. Set the project status to In Progress
2. Set the due date out by another 30 days

Manually Cancelling Onboarding

This process is for dealers who are Signed but Never Started (unresponsive, could not onboard a property separately) or upgraded/downgraded before completing integration.

1. CSL or Project Manager - Change the Rocketlane Project status to one of: 
   • Signed But Never Started 
   • Integration Unresponsive
   1. MTSA
      1. Updating the Project Status in Rocketlane will update the Ops Overview Processing Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Ops Overview board. You will need to manually update all other Ops Overview items' Processing Status in Monday.
      2. Updating the Project Status in Rocketlane will update the Clarivoy Properties board Processing Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Clarivoy Properties board. You will need to manually update all other Clarivoy Properties board items' Processing Status in Monday.
   2. SOURCE REPORTS
      1. Updating the Project Status in Rocketlane will update the Source Reports Properties board Property Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Source Reports Properties board. You will need to manually update all other Source Reports Properties board items' Property Status in Monday.
2. CSL or Project Manager - Go to Project Settings (gear icon in top right corner) then Team Members on the left. Remove all dealer contacts from the Project.
3. CSL or Project Manager - If there is a new project for the dealer (due to upgrading/downgrading), make sure to invite the dealer to that project and tag them in a Chat message letting them know they should use this new Onboarding project instead for their new Subscription level.

Starter - Integration Unresponsive

Per MR 5/14/24 Ops Nuggies meeting, Integration Unresponsive = 30 days after the Sign Up Date if the Property Status still=Integration WIP

1. 🚀 When new Starter projects are created in Rocketlane, a Rocketlane automation ("Starter New Projects --> Set Due Date 30 days out") sets the Due Date to 30 days from today.
2. 🚀 Whenever certain actions occur in a Starter project, an automation will push the Due Date to 30 days from today:
   1. Customer sends a message inside any task
   2. Any task status is updated
3. 🚀 While RL projects are still In Progress, customers receive weekly project recap emails (Project Updates) from Rocketlane showing a list of all tasks In Progress that they need to compete.
   1. You can view Project Update emails that have been sent by going to the project, then editing the visible tabs by clicking this button in the top right corner (just below the blue Invite button). Then enable the slide next to Project Updates and click Done. Now you can see the Project Updates tab inside the project.
4. 🚀 On the Monday prior to the due date, Rocketlane will send the customer
5. 🚀 If the due date arrives for a Starter project and the Rocketlane project is still status=In Progress, a Rocketlane automation ("Starter - On Due Date, if still In Progress --> set status Integration Unresponsive") will set the project status to Integration Unresponsive
   1. ✴️ When the Rocketlane project status changes to Integration Unresponsive, Zapier will update the MTSA Source Reports Properties board item's Property Status to "Integration Unresponsive".
      1. 🚨 When the Property Status to Integration Unresponsive, Monday automations will move the property to the Inactive group
      2. If it is a group project, only 1 board item will be updated. CS Specialist must manually update the other board items' Property Status. To be automated by Ops - TBD - Group Processing WIP
6. 🚀 When the Rocketlane project status changes to Integration Unresponsive, a Rocketlane automation ("Send Message - Integration Unresponsive (STARTER)") will send the dealer a message in the project General Chat (this also gets sent to the dealer in an email):

I hope this message finds you well.

We have made several attempts to reach you regarding the Sales and CRM Leads files for {Project Name}, which are crucial for processing your Source Reports Attribution with Clarivoy. We understand that circumstances may be busy, and we want to ensure you have a smooth experience with our services.

If we do not receive a response within the next seven days, we will need to close out the request for processing your Source Reports attribution. However, we are here to assist and are happy to discuss any questions or concerns you might have.

Please reach out to us if you need further assistance or wish to continue with the request.

Thank you for your attention to this matter.

Customer Takes Action or Responds

1. If the customer or a Clarivoy employee takes any of the following actions, Rocketlane automations will be triggered:
   ◦ Sends a message on a Task ("Starter - Update Due Date when new Task Message (to prevent Integration Unresponsive)")
   ◦Updates a Task Status ("Starter - Update Due Date when Task status updated (to prevent Integration Unresponsive)")
   🚀 Rocketlane automations will:
   1. Update the due date to 30 days from today
   2. Set the Project Status to In Progress
      1. ✴️ When the Rocketlane project status changes to In Progress, Zapier will update the MTSA Source Reports Properties board item's Property Status to "In Progress".

7. If the customer responds in the general chat (or via email) and is still interested, CS Specialist should:
   1. Update the due date to 30 days from today
   2. Set the Project Status to In Progress
      1. ✴️ When the Rocketlane project status changes to In Progress, Zapier will update the MTSA Source Reports Properties board item's Property Status to "In Progress".