Kick-Off

Fixed

It's essential to highlight that Kick-Off calls for Fixed Installations will be tailored to the specifics of each site, often requiring additional considerations based on the design's structure. This may encompass factors such as network infrastructure, existing devices, special IP addressing, security measures, firewalls, and camera credentials. Delays in installations post Kick-Off calls are not uncommon for fixed sites. Therefore, comprehending your design and asking pertinent questions can be instrumental in optimizing the efficient use of company or customer time.

What is the purpose of the Kick-Off Call?

To align expectations with the Customer by explaining the installation process and reviewing PIQ(Pre-Installation Questionnaire) query's.

The Kick-off aligns installation expectations with the customer and allows you to gather any required information to perform a successful implementation. This information must be captured in kickoff agenda checklist. In addition, PM team should use this time to see if the customer has any questions filling out the PIQ as the customer submission of a completed PIQ is critical for the opportunity to got Close-Won.

Who will be on the calendar invitation that will need to know the dates and details?

Step by step process of building the kickoff agenda check list

As the checklist is a guide for you call, prepare your checklist with the kickoff agenda with relative information from the sales process
1. 1. Building the Kickoff Agenda
During the Kick-off call you must ensure and verify relative questions/topics required for a successful installation.
During the Kick-off call you must offer an opportunity to review the PIQ with the customer to help clarify any question they may have.
During the Kick-off call you must explain the Implementation process and expected communications
During the Kick-off call you must explain the removal, relocation, and swap procedures.
During the Kick-off call you must you must record all answers and comments on the Kickoff Checklist to ensure proper follow-up.
Always ensure to update the Salesforce Case Notes, reflecting any and all issues post Kick-Off and next steps.

Verify address or pin drop/coordinates of the site so that we can get equipment shipped to the correct site.

Without a good address or location, install will be put on hold until we get one and TM will be notified

Have you gone over the CIQ(Customer Internet Questionnaire)?

1) Power:

The location has power
Outlets in the building are 110v plugs
Some designs will have cameras on light poles. We need 110v GFI outlets in working condition with constant 24-hour power 12-15 ft high from the ground

2) Internet, Hardwired connection :

The site has internet service with appropriate speed, located on your site design
Pro-vigil Surveillance system by default will be on your network unless otherwise noted prior the installation
Just need open plug/port that has internet service

3) Timeline:

Monitoring typically starts 48 hours upon completion of installation

4) Contacts:

Customer Support - Change emergency contacts,
monitoring adjustments and general questions
Project Manager - Installation
Territory Manager - Inquires about agreement

If a Forklift is needed?

Meaning our tech does not have their own trailer/hoist. We MUST first ask the customer if they can accelerate the installation by leveraging their lift. The expectation is that the customer has a POC available to meet us and move the equipment where required for us.

WHY: Often the customer needs our solution deployed urgently, by helping it will remove steps and potential scheduling issues that could extend their installation.

Talk Track:

“If you can have someone on site to move the equipment, we can assure and expedite the schedule, otherwise having to order one and scheduling for a later date could add delays. “
“Rentals are in high demand and can be delayed. Prone to both longer schedules (a week or so out) and we have seen potential service issues such as missing delivery windows.”

Documentation/Notes in Checklist:

Lift Required: (yes/no)
Lift Required Reason: eg Field nation tech, etc..
Confirmation of Customer Request: (yes/no)
If YES
- Who is the POC /Contact info for lift:
If NO
- Reason why not:

Are there special site restrictions?

Is this an OSHA site?
Specific PPE requirements?( ie. HARD HAT, SAFETY VEST, ETC)

Did you verify the site design & required equipement?

1) Present a copy of the Site Design and have the customer confirm if this Design is what they signed-off on in their contract.

2) Provide a quick overview of what we are installing.
3) Explain the following:

The technician is to follow the Site Design, they are not allowed to deviate from the design. A camera can be adjusted or shifted to the left or the right by a few feet but cannot be placed in a different location than what is depicted on the Design. If any major changes or relocation of cameras is needed they must contact their TM for an addendum and we will need to reschedule the install

Did you discuss disclaimers such as Dry Run fees, Tech Authorizations, etc...

It's crucial to communicate with the customer in the event of delays stemming from unmet requirements, they may incur additional fees. These fees, referred to as Dry-Run Fees, are intended to cover the costs associated with technician visits that are unable to complete the installation.

Customer Expectations & Install Dates

Select a two week window, 2 weeks out (I.E. If today is 3/12/2024 your installation window is 3/25 - 4/5), present this window to the Customer for confirmation; be sure to confirm if weekends are acceptable to include or if there are any special hours when the technician can be onsite, as this can be shared with the Install Team.
Explain to the customer that a date will be selected within this window and a Google Invite will be emailed to the customer after this date has been confirmed with the Install Team.

Can the location receive deliveries onsite?

Is there a secure location/area the equipment can be stored until install?
Will the onsite contact be able to direct the tech where the equipment is placed and will they have access when the tech arrives?
If not where should we send it, ie: send it to a technician if it is available or customers office, local FedEx site etc

Questions to ask if the customer has poles

Are the poles in place and with continuous 110V outlets?
If not then when?..
Outlets are best located at a height of 10-12 ft but can be installed if lower.
If Poles do not have power/outlets, the installation will be put on-hold until the customer gets the necessary work done. After the customer provides proof of power at the poles the installation can be scheduled.
Proof of Power includes, but is not limited to:
An image of a meter reading
An image of a phone being charged from the outlet.

Receipt of Shipments

Shipping: Freight - Someone must be onsite to accept and sign for the equipment
Package shipping - Will there be a secured area for the equipment to be stored in until the installation date. If not, send it, send it to a PV technician if it is available or customers office, local FedEx site etc.

Ask if the Customer has a preferred/desired installation date:

Ask if there is a deadline for equipment to be on site?

Case/Notes: (these where here? why?)

RMR:

Site Design:

Opportunity Link:

Zendesk Link:

Always ensure to update the Salesforce Case reflecting any and all issues post Kick-Off.

For your reference, a copy of the Kick-OFF Agenda

Walkthrough/Review the PIQ information:

It is important to Explain to the customer the information that will be listed on the PIQ and the importance of filling in the information.

1) Site Contacts: these can and often should be different contacts

- First & Secondary monitoring contacts
- Primary business contact
- Technical contacts
- Billing contact

2) Monitoring Information

- Monitoring hours
- Is there a night cleaning crew? Is there a way to clearly identify?
- Is the site fenced?
- Is there a gate code?
- Does the site require an alarm permit?
- What is being monitored?

3) Advise the customer the billing information will be requested here ?? PMO doesnt do this

4) Advise that credential requests will also be listed here

Explain the Communication Schedule:

Calendar invitation - who should be on this calendar besides POC
We will contact POC 48hrs before install just to make sure everything is ready to go and tracking of equipment in hand
Provide freight tracking to all stakeholders
When installation is complete we will schedule one more phone call to do the on boarding hand off to our Customer Success Team.

Explain the Removals, Relocations, Swaps Process:

Should be made to notify the customer that a maintenance ticket has been received and arrangements are being made for transportation, forklift, and tech scheduling.
Scope of work is discussed to determine if there are any scheduling issues that will prevent access to the site.
Relocation info is requested. ie. moving the equipment a few feet, to the other side of a development, a new location, etc.
Swap will discuss the equipment to be replaced, transport of old equipment, forklift if necessary etc.
Advise the customer that a calendar invitation will be created and sent once the schedule can be determined and a follow-up call will also be made.
Set up a communication arrangement with the customer to be in contact for important milestones in the process up to the confirmation call the day before the scheduled date to ensure the customer is ready for the job to start.

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