1 | P a g e

New Customer On-Boarding Procedures

The New Customer On-Boarding document lists in detail the procedures needed to begin publishing new

customers with Liturgical Publications Inc. The document includes procedures for Publication Customer

Service, Graphic Design, Press and Shipping, Processing and Technical Support.

Our first contacts with a new customer are critical. Exceptional service

and helpfulness and a smooth transition to our process and company are

essential to retain lifelong customer retention.

2 | P a g e

Contents New Customer On-Boarding (NCOB) Process Overview 0-6 months ........................................................... 3

Steps – In Sequence .................................................................................................................................. 3

Steps – Timeline ........................................................................................................................................ 4

NCOB Details ................................................................................................................................................. 5

Special Notes ............................................................................................................................................. 6

Sequence of Events (timeline specified in Redmine for C.S., Graphic Design and T.S.) ........................... 6

New Process for Accounts Starting 6 Months and beyond ...................................................................... 7

Training ......................................................................................................................................................... 8

Procedures ................................................................................................................................................ 8

Training Syllabus ....................................................................................................................................... 9

Syllabus/Guide .................................................................................................................................... 11

Training Schedule .................................................................................................................................... 12

Redmine ...................................................................................................................................................... 13

Seek & Find ................................................................................................................................................. 14

Benefits ................................................................................................................................................... 14

Internet Privacy ....................................................................................................................................... 14

Welcome Packet ......................................................................................................................................... 14

Questionnaire ............................................................................................................................................. 15

Sample Training Reminder Email ............................................................................................................ 15

3 | P a g e

New Customer On-Boarding (NCOB) Process Overview 0-6 months

Steps – In Sequence 1. Processing gets the paperwork from Kate for new customers. The information is entered into

FileMaker Pro and scheduling is completed in Redmine. The paperwork and emails are

distributed as follows:

a. Ad Design (copy of Activity Detail)

b. Customer Service (copy of Activity Detail, Redmine task, NCOB Questionnaire and copy

of contract)

c. Graphic Design (copy of Activity Detail, Redmine task, and sample bulletin/newsletter, if

any)

d. Technical Support (copy of Activity Detail and Redmine task)

e. Interactive Media – WeConnect only (copy of Activity Detail and Redmine task)

f. Once per week a copy of each new customer to the Office Team Lead.

2. Shipping will determine the courier to be used and convey that information to Customer

Service.

3. Customer Service (C.S.) informs the customer Technical Support (T.S.) will call for training and

software installation of LPi Express and Publisher (if applicable). C.S. and T.S. pass along any

relevant information to Graphic Design, if any.

a. When T.S. completes the Supplies Order Form, pass the form to the Prepress Supervisor

with a note indicating whether to send the software or return to C.S. for inclusion in the

Welcome Packet.

4. Technical Support (T.S.) contacts the customer shortly after the C.S. first call and completes and

returns their portion of the questionnaire to C.S. as well as setting the training date and time. If

software is needed, a Supplies Order Form is completed and given to C.S.

a. Once the call is complete, the questionnaire and a Supplies Order Form (if applicable)

are given back to C.S. who then completes the Welcome Packet, including any software

that needs to be sent. C.S. and T.S. pass along any relevant information to Graphic

Design, if any.

i. An example of applicable information would be to let the graphic designer know

the editor is very happy or unhappy with their design.

b. If software is ordered (Publisher or an LPi Express disk if needed), T.S. calls the

customer approximately 1-2 weeks after the software has been sent to confirm

receipt and installation of the software.

c. Let Graphic Design know (by email) the date of the training and additional notes to help

with template design.

5. Interactive Media sets up the WeConnect site, lets T.S. know the site is set up and closes the

Redmine task.

6. Graphic Design calls the church to begin the design process.

4 | P a g e

a. Template completion 4 weeks prior to the first publication is the deadline. The customer

has override power of this deadline. Any changes to the deadline must be conveyed to

T.S. for training scheduling.

b. Verifies the training date with T.S. and conveys any relevant information from their

discussions with the editor to T.S.

7. Technical Support completes onsite or remote training (as specified in the contract) according

to the arrangements made previously.

8. When the publication is transmitted, Processing receives the plates from Plating, attaches the

new Copy Flow Sheet and inserts a First Time Pub sheet (bright pink) in the plastic sleeve. The

pink sheet helps Press identify the new publication quickly and easily.

9. T.S. verifies the account is set up on Seek & Find the Wednesday before the publication date.

The bulletin is printed.

10. Press Team Leaders provide 5 copies of the printed publication to C.S. for review.

11. C.S. calls the account up to a month later to verify they are happy with the publication.

Steps – Timeline

Timeline Step

2 weeks after paperwork is put through C.S. Welcome Call

2 weeks after paperwork is put through Seek & Find page setup

Completed immediately after C.S. Welcome Call Proper Courier Selected

2 weeks after paperwork is put through Interactive Media set up WeConnect site (contract)

1 week after C.S. Welcome Call T.S. calls account to set up AMP, Seek & Find, etc.

1 week after C.S. Welcome Call Training is scheduled, if within 6 months

1 week after C.S. welcome call Welcome Packet sent

4 months before publication date Template design starts

1 months before publication date Template design finalized

3 weeks before publication date Template emailed to T.S.

Week of publication – Thursday or Friday T.S. verifies Seek & Find page setup

3 weeks after first publication C.S. calls to follow up with customer

5 | P a g e

NCOB Details Marketing Process

Erin enters the Salesforce.com ID into FileMaker Pro. Any future revisions to advertising, color, page

count or other must be conveyed first through Kate then to Processing as an Internal Revision. These

changes are then noted in FileMaker Pro and Redmine is updated if necessary.

Prepress Beginning Process

Processing will distribute the paperwork, enter dates into Redmine, and distribute the Questionnaire to

Publication Customer Service.

Remember, this is our first contact with a new customer and

exceptional first impressions are critical!

1) Publication Customer Service informs the customer that technical support will call in approximately

a week to two weeks to arrange scheduling and get a bit more information. The T.S. call should be

made after the information from the initial call can be entered into FileMaker Pro within 1-2 weeks.

a) C.S. fills out the Questionnaire with the customer and enters the information into FileMaker Pro,

then passes the Questionnaire to Tech.

b) C.S. can decide at this time to hold the Welcome Packet for a potential software order, or send

the Welcome Packet immediately.

c) When the Supplies Order Form is returned from T.S., C.S. should note for the Prepress

Supervisor if the software should be sent to the customer or returned to C.S.

2) Tech must call the customer no more than 2 weeks after the C.S. initial call for the Welcome Packet

to be sent out promptly.

a) If there is software to be ordered, T.S. returns the Questionnaire to C.S. with a Supplies Order

Form.

3) C.S. informs Shipping when the customer would like to send/receive the publication, so Shipping can

arrange a courier. C.S. can call the customer back with that information if necessary (or ask Tech to

pass the information to the customer during their initial call).

4) Tech fills out the Questionnaire (or enters directly into FMP) as well as installs LPi Express (follow

the check list on the Questionnaire) and returns to C.S.

a) Ordering software? Update Issue with new due date, %50 done and Notes. Do not close the

Redmine ticket until the software is installed (1-2 weeks). Make a note in your Outlook calendar

to return the call to the customer.

b) Start a Supplies Order form and give to C.S. with the completed Questionnaire.

5) Interactive Media sets the WeConnect website in the system (if contracted), notifies Technical

Support that the task is complete, and closes the Redmine task.

6 | P a g e

6) Technical Support schedules training with the customer, gets an overview of their skills, knowledge

and time for training needed.

a) Verifies with graphic design the training date and conveys any design or layout concerns (email

is preferred).

7) Tech sends a test file through with the customer.

a) Verifies LPi Express is installed and working properly and verifies the availability of GotoAssist.

b) Updates Redmine with the training due date (the date of the actual training).

c) Enters any relevant information into FileMaker Pro Contact Log, with the training date.

8) Each C.S. gives the Supplies Order to the Prepress Supervisor to complete, indicating to send the

software to the customer or return to C.S.

9) Graphic Design starts and completes the template creation process. Steps to each new account and

activity are listed in Redmine and can be marked as completed.

10) Graphic Design sends the completed template to Technical Support and notes any “trouble” areas

from the customer during template creation.

11) Technical Support trains the customer.

12) Customer Service calls one to two weeks later to check in with the customer. If contact cannot be

made over the phone after two messages, an email to the customer with the questionnaire is sent.

There needs to be an in person, active dialogue between technical support and graphic design

with the express purpose of serving the customer best. If we can convey an atmosphere of unity

and communication to the customer, we’ll be one step closer to 100% customer retention.

Redmine Note: Check your issues complete or change due dates as necessary and watch for your

activities and the due dates! All tasks are entered into Redmine with appropriate Due Dates, according

to the Publication date.

Special Notes Any contact with the customer must be recorded as a new contact in the Contact Log in Customers.

This ensures consistency of process and an awareness of prior conversations with the customer, if

background information is needed.

Any contact information gathered is helpful to other departments including Marketing. Any contact

made with the customer is an opportunity to gain editor, business administrator, pastor, etc. contact

information including phone number and email. This is for internal use only.

Sequence of Events (timeline specified in Redmine for C.S., Graphic Design and

T.S.) 1. Processing enters the Contract information into Activity Details and distributes the paperwork to

the appropriate people.

2. Processing enters information and dates into Redmine.

7 | P a g e

3. Customer Service calls to welcome the customer, send out the Welcome Packet and passes the

information to Technical Support.

4. Technical Support calls to verify software.

5. Interactive Media sets up WeConnect site (if contracted).

6. Graphic Design begins and completes the template.

7. Technical Support completes training.

8. Ads are completed and uploaded.

9. Account publishes their document for the first time.

10. Technical Support verifies the publication shows on Seek & Find (unless removed per customer

request).

11. Customer Service calls church to verify they are happy with service and product.

New Process for Accounts Starting 6 Months and beyond Even though accounts can be 6 to 36 or more months out, there still needs to be regular, friendly

contact with LPi to encourage open dialogue and a friendly rapport.

Processing (usually Trina) will distribute the paperwork, enter dates into Redmine, and Publication

Customer Service will get the Questionnaire.

Publication Customer Service starts the process:

Makes the initial call with the customer, welcoming them and gathering relevant information.

Gives them information about the Art & Media Portal (transferring to tech if necessary) and

completes any requests specified on the contract.

C.S. should call the customer, depending on the publication date, every 6 months until 6 months prior to

the actual Pub date.

C.S. updates Redmine and any other reminder tool (Redbook or Outlook) for each subsequent

customer contact.

T.S. only needs to call for introduction and to help the customer either log in to the Art & Media Portal

(AMP) or switch the AMP account from a trial (with an expiration date) to a standard account (with no

expiration date) as specified on the Questionnaire.

Once this is done, T.S. returns the Questionnaire to C.S. to be returned to T.S. for completion 6

months prior to the publication date.

The remaining information is the same as the initial New Process.

8 | P a g e

Training

Procedures Part of the New Customer On-Boarding (NCOB) process, all new customers must be called to arrange for

training. This can be done at the same time as the initial technical support call (right after the customer

service call). These procedures are to be used after the Tech Support Questionnaire (part of NCOB) has

been completed. Also make note of any design ideas and layout notes the editor may mention. Convey

that information (if any) along with the training date to Graphic Design.

Make sure to note the prior publisher on the contract, whether it was a competitor or self-publishing.

Most customers that published with a competitor previously will generally already understand how to

use Publisher. Make no assumptions however and verify the skill level prior to training.

Some questions to ask when setting the appointment:

How familiar are you with Publisher (or other program)? Have you ever used it before?

If not familiar with Publisher (or other program), what program did you use to produce your

publication before?

Do you work with a computer regularly now?

How long have you been editing the publication (good for rapport building too!)?

Reassure the customer, regardless of their answers that our process is simple and sending is very easy.

Above all, let them know that the training is meant to be fun (and make sure you have fun!).

1. Verify the prior publisher with the editor (the contract may not be accurate and this also may give

you some good background information).

2. Ask probing questions to determine editor skill level with both the program and the computer.

3. Do they wish to schedule training now or closer to the appointment?

3.1.1. If they want to wait to schedule the training later, make a note of when you will call

back to schedule. Use Redmine as your guide and Outlook to schedule the call back.

4. Let them know what you will be covering (major bullet points 7, 8, 9 and 10 from the syllabus). Also

tell them that the design team will send them a .pdf file as their proof copy. You will send them their

Publisher template right before training. Any last minute changes or “tweaks” needed to the

template can be made during training.

5. Set expectations for phone training, to let them know you will take breaks every hour or so, and

gauge a positive, neutral or negative reaction (and adjust break times accordingly).

6. Tell them you are looking forward to training and will send them a reminder as well via email.

6.1. There may be need to send a reminder email for 7 business days prior to the training date with

the link for GotoAssist.

9 | P a g e

6.2. Make appropriate notes in FileMaker Pro and adjust the Redmine due date accordingly to reflect

the actual training date.

7. Make an entry in the shared Excel spreadsheet with the date and time of the training.

8. Once training is complete, fill out a Training Survey in FileMaker Pro (to be developed by 3/31/11).

9. Ask the editor to send the template (first publication) to you to save in the Clip Art folder.

10. Follow up with the editor 2 months later. The purpose is to answer any new questions and

maintain a friendly rapport to further develop a lifetime customer.

Training Syllabus This can be used as a rough guide for all training of new accounts. Remember that all training is organic.

The topics covered should always be modified according to the time allowed (their time limits – not

yours), editor knowledge and other specific and individual circumstances. Not every topic needs to be

covered if it isn’t applicable or if the editor already has the skills.

Once editor knowledge is established, print the syllabus and highlight the topics to be covered as your

guide.

Note: Make sure to allow ample time for training however, especially with remote training; do not train

for more than 1 to 2 hours without a break. To give the editor a break, train them on entering and

editing content (through step 7). The editor can work on the publication alone at that point which will

serve as a break.

On-site Training Notes

Much of the syllabus and items to cover are the same as with remote training.

Wear business casual attire, even if you are aware of a more casual office environment at your editors.

You are representing LPi.

For most people, the best method of learning is hands-on. Only spend minimal time at their computer,

verifying software and the template, setting shortcuts and brief explanations. Much of the computer

time should be spent with the editor “in the driver’s seat”. You are preparing them to complete their

next publication without you assisting and this can best be done with hands-on experience.

Make sure the customer is aware of your travel plans, time allotted and expectations prior to arriving. If

the customer is aware of your need to leave for a flight at a specific time, this helps keep a training

schedule and you can target your training according to the time allowed.

Encourage your editor and make sure they know they are doing well. Most editors are nervous and

unsure of themselves. Help them feel more comfortable and reassured this is not an overly involved

process. Adjust your pace accordingly to meet their learning style.

10 | P a g e

Travel Plans

Ensure ample travel time to arrive at your destination well before training when overnight stays are

required. If you are flying and the training in the morning, arrive the day prior with plenty of time to rent

a car, check in to the hotel and allow for any unforeseen delays.

Overnight travel requires more care and planning however with an eye for some detail and advance

planning, the trip can be enjoyable, safe and very productive.

Hotel allowances are roughly $60 per night (within reason) and food allowance is $40 - $50 per day.

There are cities and instances when more may need to be spent. Simply let the Prepress Supervisor

know in advance if you are aware you will need to spend more.

Please try to book as far in advance as possible for flights to save on airfare. Also shop for the best deal

on car rentals and renting a compact to mid-size car (depending on your comfort) is acceptable.

Safety

When making overnight arrangements, research the area you will be visiting. Don’t be afraid to ask the

editor for assistance if you are unsure.

As you travel, remember basic safety etiquette, park at night in well lit areas, lock car and hotel room

doors securely and note your surroundings. Your safety is important!

Make sure to bring appropriate chargers for your cell phone and computer (if you have one).

11 | P a g e

Syllabus/Guide

1. Introductions and rapport building

2. Go through computer, verify requirements and establish skill and knowledge levels.

3. Explain what you will do and what you will cover.

4. Talk about deadlines, holidays and exceptions. Remind them to call for anything, including sending

late, quantity increase or incorrect submissions.

5. On-Site only: Add shortcuts to their desktop for AMP and Seek & Find.

6. Talk about format, color and any options.

7. Open template, talk about constraints and freedoms of the format and templates.

8. Desktop Publishing (depending on knowledge and skills).

8.1.1. Templates, opening and saving (cover the value of folder organization)

8.1.2. Objects commonly used – description (text boxes, objects, pictures, etc.)

8.1.3. Perforations and bindery options – how to get the perforation in

8.1.4. Editing content

8.1.5. Creating text boxes

8.1.6. Moving and resizing objects

8.1.7. Inserting pictures and clip art

8.1.8. Borders and shading

8.1.9. Recoloring

8.1.10. Adding an advertiser of the week

9. Art & Media Portal.

9.1.1. Home page and searching (the value of using different search terms)

9.1.2. How to download and insert

9.1.3. Recoloring pictures

9.1.4. Options if graphics can’t be found on AMP

10. LPi Express and Sending.

10.1.1. Demonstrate sending (have them do this)

10.1.2. Contract options and calendar dates

10.1.3. Basic troubleshooting (talk briefly about fonts)

11. Seek & Find.

11.1.1. Introduction, features and value

11.1.2. Claim listing

11.1.2.1.1. Benefits to claiming ownership

11.1.2.1.2. Features available when claiming ownership

12. Reiterate phone numbers, thank them for their time and make sure they know how well they did

(and how much fun it was – make it fun!).

12 | P a g e

Training Schedule This is a rough guide of when to schedule remote and on-site training for the two most common

publication types. As always, the timeframe for training is dependent on the customer schedule, the

trainer’s availability and any changes from Marketing. Please avoid scheduling on Wednesdays and

overlapping with other tech support representatives, if possible (although Mondays be allowable).

Onsite training for bulletins and newsletters must be concluded in the same trip, even if 2 consecutive

days are needed at the customer location.

Remote Training Only: Bulletin and especially newsletter training can take place during 2 separate

sessions, depending on the time needed for training, determined at the initial scheduling call.

The criteria for separating training appointments (other than for newsletters as these are always

scheduled as 2 sessions):

If you feel the training will take too long

The editor is totally unfamiliar or very nervous about working with a desktop publishing program

The editor works in a very busy office and has multiple/conflicting duties

For newsletter customers, 2 separate sessions may be necessary for remote training. Make sure you

notify the customer of this expectation and what the 2 sessions will include. Schedule accordingly,

making sure the 2nd training session, when the customer will actually send, will allow for the 5 day

turnaround, so the newsletter to be returned to the customer when they need it. Be aware that not all

newsletters are 5 day turnaround – some are a Thursday (R) send with a Tuesday (T) return.

Bulletins

Training normally occurs the week of the Publication date, unless 2 sessions are necessary

(schedule accordingly)

Coordinate with Graphic Design to determine when the template will be complete

Schedule 2-3 weeks prior to Publication date or at the time of the introductory call

Newsletters

Training normally occurs 2 to 3 weeks prior to the Publication date

Newsletter Publication dates are always at the end of the month

Coordinate with Graphic Design to determine when the template will be complete

Training can occur in 2 separate sessions

o The first can be set a month ahead and is to familiarize the editor with the template and

format, and get them started on pulling their information into the newsletter

themselves (so the newsletter is done when you call the 2nd time)

13 | P a g e

o The second should be the day they wish to send and is to help them send the

publication

Make sure to allow for the 5 day turnaround when training newsletter accounts

For on-site training, make sure the customer is aware of the expectations and that you have a limited

time with them (depending on your travel arrangements). From your discussion, you should be able to

gauge the amount of time needed, depending if the customer is comfortable with Word/computers or is

very nervous. Schedule on-site time and travel accordingly!

Redmine Redmine is the system used to track and maintain Prepress tasks efficiently in a central location. All new

accounts are entered and tracked in Redmine as well as FileMaker Pro. Redmine is used to track the

activity in one central location.

Once an activity is completed, the activity can be marked 100% Done and the Status marked Closed.

There are 11 categories used for all new customer Redmine tickets.

Category Assignment Deadline

CSR Welcome Call 2 weeks after contract received

Welcome packet/software sent 2 weeks after contract received

Tech calls church 1 week after welcome call

S&F page setup 2 weeks after contract received

Tech check S&F page Week of publication

Training scheduled When applicable (editor decides)

Call church to start template 4 months prior to publication

Proper courier selected Completed after Welcome Call

Final template to … 3 weeks prior to publication

CSR follow up call 3 weeks after first publication

14 | P a g e

Seek & Find New editors must be shown how to find their account on Seek & Find (set up of the account must be

completed first). Once the editor is shown their site, an explanation of the benefits of Seek & Find can

be given, as well as some of the privacy concerns for anything posted online.

Benefits Free of charge to signed accounts

Ability to display supporters of the publication with a link to the advertiser sites

Members / parishioners can sign up for automatic emailing of the publication when it is posted

Ability to include a widget on their own website which automatically displays and updates

publications

Sites can be claimed for updating information, adding files and including pictures and video

Partnership formed and strengthened with advertisers by including them as a link directly to the

Seek & Find site

Internet Privacy Customers should be warned that anything they post in their publication then posted on Seek & Find is

searchable. Search engines such as Google, Bing and Yahoo use web crawling technology. Web crawling

allows search engines to find all text in websites and on .pdf files, using it as search terms. Cell phone

numbers will show on these search engines if someone knows what to search for. It is a good piece of

information to be aware of and is not specific to Seek & Find. Any information posted online should be

considered public.

Welcome Packet The Welcome Packet is an opportunity to create a favorable first impression. We can highlight our

professionalism, organization, helpfulness and any extra services we offer that the editor may not be

aware of.

Included in the packet are the following items:

A welcome letter with the account number and editor name thanking them for their choice of

LPi as a printing partner, as well as the contents of the packet and our office hours.

Business cards of their support team.

A contact sheet to help know who to contact for service.

Informational and promotional flyers of our services and offerings.

A hardbound envelope.

A calendar.

15 | P a g e

Questionnaire A follow up questionnaire is sent to all new customers to help gauge customer satisfaction.

If contact isn’t possible over the phone after two messages, an email to the customer with the

questionnaire is sent.

Sample Training Reminder Email Hello <<Editor>>, This message is to confirm phone training on your new template and format for Friday, November 29th at 9:15 am Central. Plan to spend about one hour with me to start. We can schedule additional online meetings as needed. I will call you on the phone and also send you an email link that will allow us to connect our computers over the Internet. We will go over the basics of Publisher 2007 and everything you need to know to be successful.

I have attached a link for new editors and getting started with LPi, as well as using Publisher 2007, to get us started next Friday. I will drop a copy in the mail to you also. Call or email if you have any questions or need to reschedule.