12395 World Trade Drive
Before you process the billing change:
Ask THESE following questions to the client (or use B/D Change Email Template):
Additional information to take note of:
*** After this info has collected and verified that all questions have been answered and ready to be processed, you can proceed to process the Billing Change portion of the B/D change. Please read the client's response to double check that they do not have any other questions and we do not have any questions for them before processing the B/D change.***
**Once you click ‘Save’ a task will be created for either Nichole Kurz (FMG) or Jodi Smith (ALP) to process the billing portion for the B/D change. After processing that, they will then task Fulfillment to complete the change within the CMS.**
CSR -> Billing -> Fulfillment
Website Change Orders (CO per Format Needed) in Salesforce
ID - Reason, Hour
The due date is automatically set. Do not change this.
WCO - 10 days
FCO - 3-5 days
CMCO 3-5 days
Add number of hours the work is quoted
If it’s free of charge you do not have to write anything
PRIORITY COs must be approved by the CS Supervisor
If CO is a PRIORITY, add the due date on subject line
ALP 1.0 - Reason, Hour
Make sure the items below are included in your description.
FMG Website Preview Link
Change Order Notes ( Be as detailed as possible)
State what page the change is in
Use numbered list if there is more than one change
Quote by [NAME] on [DATE]
345678 - Update Rotator
345678 - Create Cob, 1 Hr
PRIORITY due 8/19, 36742 - Broken homepage
If they need to update the Credit Card on file, skip Step #1
If it’s the Main Account Holder calling in, you can tell them what the info is on file. If someone else is calling in on behalf of the account holder, please have them verify their credit card info on file.
If you already verified the Credit Card on file, you can skip steps 5 and 6
You are done!
1. After first Express theme change FCO, Fulfillment will let you know when beginning is complete so that we can check in with client. DO NOT TAKE SITE LIVE -- NEW CMS IS PURELY FOR UPDATES . We will finalize changes on original CMS after you finish the rest of these steps if there are any.
2. Client has to give feedback on NEW preview and let us know what still needs to be updated (this is probably going to be a longer conversation since you will need to make sure to go over the site and make sure that it is all good to go).
3. The CSR should then asks again to see if it is ready for Compliance submission.
4. We can then have FINAL FCO for reverse import to go back to original (OLD) CMS ID to get changes live (it will go live instantly).
NOTE: Sometimes client do request to go live at a certain date with there new site BUT a lot of the time that does depend on how fast their Compliance and respond with an approval/rejection. For some Compliance, they can review within a couple dates and for others- it is within a couple of weeks.
Please format the Salesforce case in the following way. Then, click the Domain Ready button. This will create a project for Jon Mallet to complete. He needs the following information.
FYI: Once a case has been checked for Domain, it can not be checked for Domain again. You will need to create a new case for any additional domain issues tied to that case. Please refer to the previous case in the new one you create. (example: refer to case #53463 for previous domain information).
We have control of a lot of domains and our address in San Diego will be displayed in the registrant information. Jon Mallet has access to these accounts through our corporate account with different domain registrars.
We have domain accounts with:
We can purchase domains for our clients. The domain has to be under $25. The first domain is free. We will charge the client $2 per month for each additional domain. We need to setup the added charge through billing. Please check who.is to see if the domain is available and what the price will be before confirming that we are going to get that domain for them. All the domains that we manage are on auto-renewal.
We can need to do the following with a Domain Redirect:
For a records update, format it in this same manner and include the records that need to be updated. Please include if the domain is in our corporate account or the username and password for their account.
Please follow these steps:
***GoDaddy to Godaddy Transfers: We need their GoDaddy customer ID and email associated with the account and we change the account ownership.
We do have a Work Around where they transfer the domain to their name through this Wholesale to Retail request.EMAIL 1a - Emerald Transfer Steps
To begin the domain transfer process from Emerald to FMG Suite eNom please visit the link below to request the transfer-
Domain Release request: https://www.emeraldconnect.com/contact/support/online_services/domain_name_release
(If you do not remember the information to fill out for the form on Emerald's site you will need to call Emerald as they still are in control of your other domain.)
Processing the request typically takes about 5 business days. After it has been processed, you will be sent two emails, one from Emerald and one from Network Solutions. IMPORTANT: You will need to copy and paste those entire emails from Emerald and Network Solutions, and then send them as a reply back to FMG Customer Service. That information will then forward to our Domain Specialist to begin the transfer.
Once FMG customer service has received the two emails (1 from Network Solutions, 1 from Emerald), we will forward your emails from Emerald and Network Solutions to our Domain Specialist.You will be emailed again to let you know when our Domain Specialist has received the information. Then, all you have to do is wait to hear back from FMG Customer Service telling you that our Domain Specialist has has initiated the transfer. After you receive the email from FMG Customer Service that informs you of the initiated transfer, you will follow the next steps below.
Once our domain specialist has initiated the transfer for your domain. You will receive an email from firstname.lastname@example.org stating that the transfer has been initiated. There is a link in the email you must click on and go to. It will take you to a page where you will need to approve the transfer of the domain. It is imperative that you do this as soon as possible, as the link expires within about 48 hours after receiving it. Once you have approved the transfer, you will need to inform FMG Customer Service.
EMAIL 1b - Non-Emerald Transfers
Here is a link to instructions from (CURRENT REGISTRAR) to begin a domain transfer http://www.networksolutions.com/support/preparing-a-domain-name-for-a-transfer-out-of-network-solutions/ (THIS IS FOR NETWORK SOLUTIONS ONLY)
IMPORTANT: You will need to copy and paste the entire email from Network Solutions, (OR WHATEVER DOMAIN REGISTRAR THEY ARE CURRENTLY HOSTED.) and then send it as a reply back to FMG customer service. That information will then be forwarded to our domain specialist to begin the transfer.
Once FMG customer service has received the the email, we will forward your email from YOUR CURRENT REGISTRAR to our Domain Specialist. You will be emailed again to let you know when our Domain Specialist has received the information. Then, all you have to do is wait to hear back from FMG customer service telling you that our Domain Specialist has has initiated the transfer. After you receive the email from FMG customer service that informs you of the initiated transfer, you will follow the next steps below.
Once our domain specialist has initiated the transfer for your domain. You will receive an email from email@example.com stating that the transfer has been initiated. There is a link in the email you must click on and go to. It will take you to a page where you will need to approve the transfer of the domain. It is imperative that you do this as soon as possible, as the link expires within about 24 hours after receiving it. Once you have approved the transfer, you will need to inform FMG customer service.
What we need to do:
If you need to update an existing CO, please do the following:
Do not delete the original description. Amend only.
Example:Original FCO Description is: Regina Beatty, 347918, Custom Page They want to create another page for another team member to look like this http://www.fmgwebsites.com/0dee781d-b594-4a44-883f-6f1c12855be2/p/regina-beatty They have provided all the content. This new page needs to go in the About Us tab under Beatty RegianThe Updated CO description should be:CO UPDATE 6/21/2018: Update to the new team member bio is in the attached doc titled NEW bioORIGINAL: Regina Beatty, 347918, Custom Page They want to create another page for another team member to look like this http://www.fmgwebsites.com/0dee781d-b594-4a44-883f-6f1c12855be2/p/regina-beatty They have provided all the content. This new page needs to go in the About Us tab under Beatty Regian
FCO = Fulfillment ( FMG, ASQ site changes AFTER going live, or after hand-off from the Migrations Team])
CMCO = ASQ site changes PRIOR to going live (Migrations Team)
WCO = Front-End Web Developers (FMG, ASQ site changes AFTER going live, or after hand-off from the Migrations Team)
Before requesting a quote, see if you can complete your request with a code snippet from this page http://confluence.fmgsuite.com/display/CREAT/Code+Snippets. We also have some common changes that already have a set quote. View them in the General Costs page. Also, the first LPL compliance changes are always free.
If you are not able to complete the change with the code snippet or the time to complete the edit will take longer than 15 mins, please post in the CO-Quote room in Slack. Keep in mind:
The format to post in the Slack channel include the following:
After you post in the #co-quote channel, please post in Salesforce that you are waiting for a response from the CO-quote room.
**Within 24 hours, you will receive a reply to your CO-quote request. In Slack, it should appear in the "New Threads" channel.**
When you have received your quote, they will inform you whether it is an FCO or WCO and how many hours it will be. Post the quote post in your Salesforce case.
**For WCOs, 1 hour = $150. For FCOs, 1 hour = 97.50**
If there is a charge, please inform the client before you proceed. When they agree to the charge, please follow the CO - Billing Change Order SOP and charge them. After the client agrees to the charge or the CO is free, copy the information from the slack post and put it in the case in Salesforce like so:
Subject: Customer Name, CMS ID# - Title of Issue (Charge of CO)Description: Preview linkA detailed description of what needs to be edited. (Detailed enough so there is no confusion on what needs to be changed.)
After you have filled out the Subject and Description in your Salesforce case, click Save. Then, choose the appropriate Change Order from the dropdown in Salesforce and click Save. This generates a project for the development or fulfillment team to complete. Your case will automatically be set to Pending Status. At this point, please inform the client of the timeline for the work to be completed.
**WCOs: 7-10 Business Days FCOs: 3-5 Business Days**
Once the project is completed, your case will be set to Open. Double check that the work has been completed. If you have issues, message the person who worked on your case. Otherwise, inform the client that the work has been completed and close the case.
Setup Cases that need FCO’s - If a website has been setup and through QC and a customer emails in for more changes on the setup email, these cases will be sent to CS and a FCO will need to be created and the CSR will need to be communicating with the customer. Some of their requests will need quotes.
This SOP is for when a customer first creates a site with us with LPL as their Broker Dealer or when moving Broker Dealers to LPL for the first time. We submit the first compliance submission for LPL subscribers. They are required to submit their own compliance review to their compliance officer via CMAX after the first submission.
The Email Template is shown below, fill in the two highlighted areas:
We now have SSL on our websites that can be enabled through a toggle switch. There is a knowledge base article concerning this feature. Click here to learn more.
Now, sometimes the clients' DNS records are not set up correctly. There will then display an error by the SSL toggle switch saying, "Domain is not configured correctly." This can be fixed by making sure that the DNS records have the two A records and CNAME for the dashboard. It is best that a case is created for the SSL team to complete this. Here is a gif to walk you through the process:
This SOP is designed to help you determine what steps are needed to complete when a customer wants to get their website live.
Escalations will go to Ben Pluim.
This document outlines how our email correspondence with clients should be formatted and some basic practices to keep in mind.
First, my speech on the importance of email. Every email we send to our clients is a reflection of us personally and our company. Represent well!
Hi Jo Mamma,
This is where you would answer questions and explain the great solutions we are providing for the request or situation, etc.
Remember to use bullets or numbers to break up text and avoid large blocks of text:
That is about it. It’s as simple as that.
Have a great day!
Click here for Retention Rotation page.
“Remember, as CSR Agents, you are the first line of communication with any account that wants to cancel. In some occasions, the customer will want to vent and be heard. Keeping a calm state of mind, allowing the customer to complain, and showing empathy / sympathy can completely change a customer’s views on wanting to cancel. We need to assure them that not only will we do what we can to fix/resolve their issues, but that we care.
*NOTE* Do NOT promise any kind of resolution, refund, or credit for any Retention case during the call with customer/account holder. That is what Retention will take care of and you doing it could cause issues with saving the account.”
We do NOT suspend/freeze accounts - there are very special occasions that this will happen, but that will be determined by the Retention or Management teams.
DO NOT CONFIRM WITH THE CUSTOMER THAT WE CAN OR WE MAY SUSPEND THEIR ACCOUNT.
1.) Confirm the customer/account holder’s name, account, email, call back phone number and website url (domain). Make sure to notate this information in the DESCRIPTION section of the case.
Making sure we get this information is imperative, as not only does it ensure that we assign the right account to the case and complete the cancel/downgrade for the correct account but it also ensures that:
*Verifying the customer on the phone is critical as there is a chance the person on the phone DOES NOT work for the account in reference. Making changes to an account / website without an authorized contact could lead to disaster in the form of the company losing money to compensate for customer aggravation/frustration, or in the form of an account cancellation.*
2.) Create a case for the Request of Cancellation/Downgrade making sure to:
3.) Confirm the reason that the customer/account holder is wanting to cancel/downgrade.
4.) When you have received all of the information above (the call-back number, email, and reason ) for the customer/account holder who is cancelling / downgrading, open the Retention Rotation Spreadsheet and insert the case information for the next in line Retention Team Member, in the appropriate fields, for the appropriate month. The month is located at the bottom of the spreadsheet. Make sure you click on the current month tab to open the current rotation list.
The information needed for the spreadsheet is:
5.) After completing the Retention Rotation notation, reach out to the specific Retention Agent that this case is assigned to, either by walking up to them or slacking them, to see if that agent can take the call right now.
If the agent can take your call, complete a warm transfer to the Retention Agent.
IF THE AGENT IS UNABLE TO TAKE THE CALL, MAKE SURE TO REACH OUT TO THE OTHER RETENTION AGENTS ON THE FLOOR TO SEE IF THEY CAN TAKE YOUR CALL BEFORE TELLING THE CUSTOMER SOMEONE WILL CALL YOU BACK. The reason for this is that it is always 10 times easier to save the account or process the cancellation/downgrade if the customer is on the phone. It is incredibly difficult to get the customer who is cancelling or downgrading, back on the phone - if we do hang up.
If no agent can take the call, advise the customer that someone from our Retention Team will be in contact with them soon.
If the customer asks about a time frame for that return call you can say: “It could take 3 to 5 business days to receive a return call from our Retention Team. But that it could be sooner or later.”
If the customer asks how long the process to cancel/downgrade takes, you can say: “The (cancellation/downgrade) process normally takes up to 30 days to complete”.
6.) After capturing as much information as possible - restate back to the customer what you have verified to make sure there are no mistakes. We often take down information quickly and sometimes do make typos or mistakes. It only takes 30 seconds to read through your notes on the case aloud to the customer. This also helps the customer to know that you listened and know why they have called.
*REMEMBER* Never promise that we CAN downgrade them “NO PROBLEM”, that we PROMISE we can expedite the downgrade/cancellation SOONER or FASTER, or promise a timeframe that someone will reach out to them, unless given a specific instruction to do so by the assigned Retention Agent.
7.) Once the call is complete, make sure that you:
Thank you for taking the time do things correctly, as it helps our company grow and helps us achieve CUSTOMER SERVICE EXCELLENCE!
With Local Search, fulfillment sets up the Yext account for the advisor. After they set up the Yext account, they will send over a case to our New Unassigned Cases Queue.
They send over this case to us to complete the Local Search project by reaching out to the client and helping them link their Google My Business (GMB) to the Yext account.