New Prospect and Client Intake Instructions (New Customer)
This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account in AT, you will be editing their current AT account.
1. Get ALL CONTACT INFO
- Name
- Company name, email, phone(s)
- address(es) including apt/suite #
- Market Segment: Business, NonProfit, Residential
- If it's a business: Number of users
- Reference - how did they hear about us?
2. Immediately Create New Account in AutoTask
- Fill out all the information in the Account:
- Last Name, First Name
- Address
- Market Segment
- Platform
- Lead Source
- Any Additional Information
- Make sure to set Account Type to Prospect until T and C paperwork is returned.
- Save all the information, and go to the Contact tab and Create a new Contact
- Fill in all critical contact info including phone numbers, email and physical address. Some of this may be on the contact form submission if one was submitted. Please copy/paste to avoid typos.
A prospect is not a customer until they sign the GGIT Framework Agreement. Before a ticket can be created, client must sign and return GGIT Framework Agreement via Docusign. (There are templates in Docusign. The GGIT Framework Agreement is located in the SharePoint site under the folder Documents and Forms/Forms.)
3. Once the Framework Agreement is received:
- Verify that the info the client provided is complete (full billing address, billing email address, contact email address, etc.)
- Adding client's billing address to "invoice preferences" in the client's AT account. (This is critical for proper sales tax to show up in Quickbooks.)
- Save PDF on SharePoint site: /client paper work, reports and proposals/[client name - exactly as it is spelled in Autotask]
- Change account type from prospect to customer.
- Choose a classification in AT account.
- Get credit card or ACH info info if appropriate. There is a Docusign for customer to agree to let us charge credit card.
An ticket may now be created.
Reference Requests
If prospect asks for references tell them:
- Break/fix clients can read actual testimonials from our clients at www.geekgirlsit.com. To protect the privacy of our residential customers, we do not provide references for clients who are not considering a managed IT plan.
- For potential managed services clients we have references which we can provide after the customer receives a proposal from us.
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