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The Mobile Installation Process below is based on the recent changes that allowed us to to evolve out flow to more about product deployment. This has removed steps that occurred post sale, which is critical to meeting our SLA of less than 10 days to install, in fact we believe we can average closer to 7 days.
In our pursuit of pushing the boundaries of our capabilities, the mobile team has been diligently working on a newer version of our process. Take a peek here.
The overview of the entire process with all involved stakeholders can be found here: Generic Enablement Process
The Installation process begins when an opportunity enters the Booked stage in Salesforce.
Occurs approx. 48 hours of moving to Booked stage, this provides the Installation team the ability to set expectations and review the PIQ with the customer.
Begins within 24 hours of kick-off, process to confirm technician, rental equipment, and delivery. SLA 48 hours
Occurs from Closed Won, team receives a equipment and prepares for Site Assignment. (Mobile Single Ticket Flow - In Process build ZD)
The process of assigning and configuring the mobile equip from generic inventory site to the specific customer's site. (Mobile Single Ticket Flow - In Process build ZD)
PM reviews configuration checklist and ensures the equipment is visible on the customer's portal.
Shipping Preparation:
Production team prepares equipment for shipping.
Ship:
Production team ships the equipment to the customer's site
PM verifies all dependancies are still on track for installation date and informs the customer.
Installation:
Technician performs the physical installation with FTS support.
PM confirms installation checklist and verifies from the customer portal perspective.
Site Onboarding:
Site Enablement team performs QA and final steps (masking, day/night views)
Hand off to CS:
CS performs training, etc...
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