SOP – Onboarding Customer Template
General Information | |
Process Title: Cust Onboarding Template | Department: CSC |
Effective Date: 7/1/2024 | Revised Date: 8/13/2024 |
1. Introduction
This Standard Operating Procedure (SOP) outlines the processes and procedures for setting up customers within Regional and National Accounts.
2. Purpose
The purpose of this SOP is to ensure accurate customer setup and facilitate sales growth by effectively incorporating new customers. This procedure is initiated upon request by a National Account Manager (NAM) or Regional Account Manager (RAM) for the addition of new locations or customers.
3. Process Flow
Collaboration Initiation:
The RAM or NAM will collaborate with the customer and engage the Implementation Manager (IM). The IM and the customer will work together to complete the Customer Template, ensuring that all necessary information for system setup is provided.
Template Completion:
The customer must complete all three tabs of the Customer Template, which include:
Accounts Receivable (AR) Information
Location List
Contact Names for FleetPride.com
Data Verification:
The IM will compare the completed template with existing data in Salesforce. If the customer is not already in Salesforce, the Accounts Receivable (AR) team will add the customer to the system. The IM will then create a tracking sheet for the Assignment Tracker to instruct AR on adding or closing accounts as necessary.
Salesforce Update:
After all customer locations are set up, the IM will update Salesforce by creating “Header” Accounts for all new customers under the relevant Group ID. This ensures alignment and cohesion within the overall account structure.
4. Delivery Mode
Communication regarding the setup process should be conducted via Microsoft Teams, email, or scheduled meetings as appropriate.
5. Final Steps
To complete the process, the finalized information should be sent to AcctMaint@fleetpride.com with Mary Otwell copied on the correspondence. Additionally, upload the documents to the Strategic Accounts shared point site to ensure accessibility for future reference.
6. Reference
For a visual representation of the process, please refer to the Customer Onboarding Flowchart.:
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