Internal Dell Client Engagement Process 2.0

FACILATATOR EMERGENCY – SAME DAY DELIVERY – SOP

1. Sales Process

Stage Ops 1: Discovery

RL – Hold discovery session with client

RL – Enter opportunity into Dynamics as Ops 1 – Discovery

SUPPORT (RL):  Sales SharePoint Tools

SUPPORT (RL): Opportunity Source 

Stage Ops 2: Design & Align Budget

RL – Review solutions for alignment with client and move opportunity to Ops 2 – Design & Align Budget

RL – Enter estimated delivery date(s)

RL – Confirm pricing and clarify process for Contracting with client, and whom will be signing the SOW (what would we need to have in place to conduct business) 

LEGAL – Complete any necessary paperwork for MSA, PO, Vendor Forms, AP, etc. (if applicable)

Stage Ops 3: Scheduling

NOTE:  Client should be ready to select/confirm a date within 7 days

RL – Handoff client and opportunity to LC via email template and moves opportunity to Ops 3 – Scheduling in Dynamics

LC – Provide dates to client and follow up

LC – Assign FAC to delivery via Outlook invite on Engagement Calendar 

FAC – Accept Outlook invite. If issues, email LC.                 DO NOT DECLINE or tentatively accept and do not email engagements@interaworks.com as that inbox is not regularly monitored.  

SUPPORT (RL):  Scheduling Hand-off Email Template 

SUPPORT (LC):  Date Request Email Template 

SUPPORT (LC):  Engagement Calendar Template

SUPPORT (FAC): Facilitator Calendar Process (for unavailable dates)

2. Pre-Class Process

Stage Ops 4: Contract Sent 

NOTE:  Client should be ready to sign/return a contract within 7 days 

LC – Mark opportunity Ops 4 – Contract Sent in Dynamics and creates contract and sends to LEGAL

LEGAL – Send contract via DocuSign, copying RL and LC 

LC – Once signed LOE is received, in Dynamics create contract & deliveries, mark opportunity Closed Won, and upload the contract to the Account page under the Documents Tab.  

LC – Send email to client to confirm receipt of contract and inform client of next steps, requests logistics 

NOTE: SOW Naming Convention: Contract – Contract # – Session Sponsor – Program – Type –  (LOE/SOW/PO/Amendment/Unsigned and number if applicable) – Signature Date 

(Example: Contract – Marr1234 – John Smith – Empathy_at_Work – Virtual – SOW – 2022.03.15) 

SUPPORT (LC): SOW Templates 

SUPPORT (LC): PO Process in Dynamics

SUPPORT (LC): Confirmation LOE/Next Steps Template 

SUPPORT (LC): Logistics Form

SUPPORT (LC): Session Logistics Template

*LC – Do not use Confirmation/Next Steps &
logistics templates for P&O, CFO, and possibly other business units.

P&O – all logistic information will be
updated on Dell Spreadsheet, located on the Dell SharePoint site.

CFO – Sends us an invite after we provide
Zoom link 

Pre-Class Call(s)

RL – Schedule pre & post calls/email check-in with FAC and client coordinator and/or sponsor (if applicable)

RL – Invite FAC & LC to pre call as optional 

RL/FAC – During call, RL or FAC ask any necessary logistics and classroom questions, and establish outcomes

TIMING:  Ideally 2 weeks before the course date 

SUPPORT (FAC): Pre-Call Quick Part and Protocol 

SUPPORT (FAC): Delivery Report Process

SUPPORT (FAC): Zoom Facilitation Protocols 

SUPPORT (FAC): MS Teams Facilitation Protocols 

Pre-Class Instruction Information 

LC – Send pre-class information to the client coordinator for distribution once logistics are received and copy RL. Add to Engagement Calendar for FAC.

LC – Do Not use pre class documents for P&O Academies, CFO, and possibly other business units. 

TIMING:  Ideally 2 weeks before the course date 

SUPPORT (LC): Pre-Class Instruction Templates 

Roster

LC – Follow up with client for roster, when received add to engagement calendar and upload roster to Dynamics

TIMING:  1 week before course date

          **P&O Academies        

Dell AC – will upload a roster
~1 week prior to session on SharePoint site

LC – download roster and
include on calendar invite for FAC.   

SUPPORT (LC): Pre-Class Email Template 

SUPPORT (ALL): Blank Roster Template

Evaluation

*Most of the time, Dell will use an internal survey link to gather evaluation results.

            **P&O Academies & CFO will provide a general link              that sends participants to the site for their post                    class surveys.    

FAC – If needed, send out Ask Nicely Evaluaiton through Dynamics during session.

TIMING: If completing IW eval, LC will upload roster to Dynamics at least 1 day prior to course date 

 LXP Registration

LC – Send LXP Registration & Resource Guide Download PDF to session sponsor.  Participants should be registered prior to session time

FAC – Be prepared to take attendance and walk participants through registration for the Learning eXperience Platform (LXP) at the beginning of your session

SUPPORT LC/FAC: LXP Pre-Registration Instructions

3. Post-Class Process

Evaluation & Attendance

FAC – Send email to RL and Eval Distribution List with  attendance record in Excel format, and class summary

LC – Upload Zoom attendance roster to Dell SP site for P&O Academy. 

NOTE: Eval Naming Convention: Eval-Client-Program-Date-FAC Initials

NOTE: Roster Naming Convention: Roster-Client-Program-Date-FAC Initials

TIMING:  Send within 24 hours after course date

SUPPORT (FAC): Delivery Report Process

SUPPORT (ALL):  Blank Roster Excel Document

Expensify

FAC – Upload receipts in Expensify (if applicable)

TIMING:  Send within 48 hours after course date

Delivery Closed

LC – Close delivery in Dynamics with participant count and, if available, eval score

NOTE:  The fees for additional participants are added to the delivery and/or opportunity at this time. (if applicable)

NOTE:  If evaluation is internal, LC will request evaluation results, share with Eval Users List, RL, and FAC and upload into Dynamics under Account

Client Follow-up & Next Steps

RL – Send email to client with evaluation results, attendance record, class summary, and next steps

TIMING:  Send within 3 days after course date

SUPPORT (RL):  Client Evaluation & Next Steps Email Template

Alumni Support

PL – Send post course materials to attendees

TIMING:  ~7 days after course date

Finance 

FIN – Flag unusual expenses, follow up with client on outstanding payment needs (PO, Credit Card, etc.)

FIN – Send invoice to client

Legend

 

Dynamics – Microsoft Dynamics (CRM)

RL – Relationship Lead (Salesperson)

FAC – Facilitator

LC – Learning Coordinator (Logistics)

LEGAL – Legal Lead 

FIN – Finance/Accounting

PL – Content & Program Lead