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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.
Step by step process of building the kickoff agenda check list:
As the checklist is a guide for your call, prepare your checklist with the kickoff agenda with relative information from the sales process:
Building the Kickoff Agenda (rebuild Scribe)
Leverage Kick-off Call script: KO Script
During the Kick-off call you must ensure and verify relative questions/topics required for a successful installation.
Further Explanation below.
Kick-Off Checklist Template (Macro in MIP ticket)
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.
PIQ Walkthrough Document (in progress)
During the Kick-off call you must explain the Implementation process and expected communications. Further Explanation below.
During the Kick-off call you must explain the removal, relocation, and swap procedures. Further Explanation below.
During the Kick-off call 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.
Mobile Installation Questions/Topics to Review:
Who will be on the calendar invitation that will need to know the dates and details?
Inform what contacts from Pro-Vigil with be on the invite and ask who should be informed from the customer side?
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
Are there special site restrictions?
Is this an OSHA site?
Specific PPE requirements?( ie. HARD HAT, SAFETY VEST, ETC)
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:
Who will be the person to receive and sign for freight deliveries?
Can we send package deliveries to the site? (If not, the package will be routed to the nearest Fedex office for pickup by the tech)
Can we send Freight to the site and where will it be stored for the tech?
Coordinate with site contact and tech for freight delivery..
Is the onsite contact the person who can direct the tech where to place the equipment …
Will the onsite contact have access to the secure location when the tech arrives?..
Are the unit locations accessible for a truck and trailer to drop the equipment off and unload their truck/flatbed on the site?
What hours can freight deliveries be accepted
Is the site fenced?
If so, is there a gate code or combo?
Is the site ready for installation?(construction permits in place?).
Do you have or require an alarm permit?
Do we have physical Proof of Power for site(Powered Units)?
If MDX/C only: do they have power and poles ready for us?
10 ft pole above grade either 4x4 or a metal pole.
Is there a constant 110 watt power outlet within 100 ft, (no generators)
If not then when?..( A date is required from the customer. Install will be put on hold until this can be proven and verified TM will be notified)
Equipment Purchased Review:
Validate Hardware and Services from BOM/Contract:
Identify discrepancies with customer. If customer does not agree to what is purchased notify TM immediately.
Remind the customer how we use of both strobe and siren.
These deterrents are an important part of our solution and are triggered by the escalation of any event that we identify
Define the type of shipment:
Freight delivery - This will be if the equipment includes solar units. All equipment will be shipped to site via freight carrier.
Package delivery - This will be if the equipment includes only powered units. The equipment will be shipped via FedEx.
Is the equipment being shipped to site, customer office local, local FedEx or directly to the technician?
Ask if the Customer has a preferred/desired installation date:
Ask if there is a deadline for equipment to be on site? We will try out best.
Receipt of Shipments:
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.
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.
Site Contacts: these can and often should be different contacts
First & Secondary monitoring contacts
Primary business contact
Technical contacts
Billing contact
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?
Advise the customer the billing information will be requested here
Advise that credential requests will also be listed here
Explain the Communication Schedule/Protocols:
Calendar invitation - who should be on this calendar besides POC? This invite and a schedule conformation email will be sent when scheduling is compete, typically within 48 hours. (email done in Macro of MIP ticket)
We will confirm all schedules are on time 48hrs before install to confirm that everything is ready to go and tracking of equipment/technician is in hand. Provide freight tracking to all stakeholders in both invite and conf email.
If there is a change to schedule PM to call Customer immediately to communicate changes and provide updated ETA. These changes will be documented in follow up email to customer. (email done in Macro of MIP ticket)
During physical installation we will ensure there are no issues and contact the POC if there needs to be follow-up or additional steps.
When installation is complete we will provide CS with all Onboarding ticket, details and views needed within 24 hours of installation completion. (Macro process in MIP)
Explain the Removals, Relocations, Swaps Process:
Removals require 28 day notices made to Customer Support. (Link to process)
Relocation info is requested. (ie. moving the equipment a few feet, to the other side of a development, a new location, etc.)
7 days notice made through Customer Support.
Swap will made if the equipment needs to be replaced. This is essentially a removal and installation and similar process will apply.
5-7 days to complete SWAP on site
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