When a client requests a training over the phone or in an email, here are the steps to follow :
1. Request for training comes in Support ticket / Support call.
2. Support agent needs to find out.
A.) Does the client have a PO?
YES – Assign the ticket to Vanessa + send a Slack to let her know.
NO – Let the client know that we need a PO in order to get them on the schedule OR check with Gary about their license agreement.
3. Vanessa will prepare, schedule & assign the training & file the PO in the correct place.
B.) Does the client need a quote?
YES – Assign the ticket to Gary + send a Slack to let him know.
NO – Verbally confirm pricing in the solutions guide and they will send in a PO when they are ready.
3. Gary will prepare & attach the quote && assign the ticket back to the original agent.
4. The agent will send over the quote and wait for the customer to reply.
5. When the customer replies with a PO, assign the ticket to Vanessa & send her a Slack.
6. Vanessa will prepare, schedule & assign the training & file the PO in the correct place.