MOBILE INSTALLATION

1. Project Management begins at the BOOKED Phase in Salesforce

2. Daily review of Salesforce Queue for newly BOOKED opportunities

3. Link to Mobile Booked Queue to Review

4. If there is a project without Project Manager Assigned, inform your manager to take ownership.

5. Once ownership has been identified, move on to Project Set-Up 

Here's the organized sequence of steps for creating a Mobile Install Parent and Side Conversation Tickets once booking is complete:

**Step One: Create Mobile Install Parent Ticket** 📹 SCRIBE - Creating the MIP Parent Ticket and side conversations

• • 1. • Open Zendesk select +Add for a new ticket

       • In the “⚡Apply macro” field, use the “Mobile Install Parent (MIP)” macro

         • • This will auto populate the MIP form and the required fields on the left side of the Zendesk ticket

           • This will also automate the Internal Note response

             1. • This will be where we include all the information for this mobile install

                • Include the BoM for to ensure accuracy and for reference

       • Place yourself as the requestor this will push notifications to you when tickets are updated

       • “Followers” field should be used when certain members are needed to also be made aware of this MIP - use per policy

       • When completing the form, ensure to assign the Project Owner or Project specialist, as it is a mandatory field

       • Include "Required Shipping date" and shipping information

         • When completing the form, include “Required Shipping Date” information and shipping date

       • When all the information is included in your update, submit the ticket as OPEN.

       • Once the newly created MIP is completed, you may need to search for the subject title in Zendesk in the 🔎open text field

       • You will need that ticket to create the following Side conversation tickets

**Step Two: Apply MIP Inventory Unit Request Macro**

• In the new MIP ticket, “⚡Apply macro” field, apply the “MIP Inventory Unit Request” macro.

  • • This action will open a side conversation TICKET for Production

• Subject "Inventory Unit Request."

• The macro will automate the Internal Note with the template for Production to execute an inventory and shipping request.

• Using the MIP details, ensure the required information in included in the side conversation ticket

• Check to ensure shipping details are included in the internal note

• Send the side conversation ticket after entering required information and providing BoM.

**Step Three: Create Pro-Vigil Tech Install Ticket**

• Again, the MIP ticket, in the “⚡Apply macro” field, select the “MIP Technician Install” macro.

• This action will open a side conversation TICKET for India Field Tech Support.

• Ensure to update the Install form accordingly, including the scheduled install date, assigning the appropriate technician type (ASP, PV Tech, 3rd Party, or Field Nation) and including any other relevant details. On the Install form in the “Was Site Visit Required?” field, select - YES

  • Determine Tech type - ASP, PV Tech, 3rd Party, or Field Nation

  • IF PV Tech - Select the designated PV Tech

  • IF Field Nation - What is Field Nation Status

  • IF ASP is needed - Include ASP Name

• Add MIP details to the Internal Note response section.

• Tickets will be assigned to India Field Tech Support Team until install is complete.

• Once all information is provided, submit side conversation ticket as Pending

Set-up is now COMPLETE move to the Project Manage/Schedule Phase

This Phase is is to ensure all equipment is assigned, packed and shipped properly, as well as, confirmation of all scheduling elements (Tech, Lift, Customer).

This Phase has multiple process that can happen in parallel; we can organize each as:

• Kick-Off

• Inventory Management 

• Technician Scheduling

  • Ensure that the proper Color is utilized in the scheduling of installs on the shared calendar

Scribes - Mobile Site Assignment Process

              Manage/Schedule move to Installation Process

Documents -  Project Mobile Site Assignment Process

      Project Manage/Schedule move to Installation

Once these process are completed you should set a reminder to perform the PM Check-In Step.

Scribe- Two to three day MIP check and customer notification.

Process Doc - Two to three day MIP check and customer notification 

PM Check-in consists of the following activities:

• Validate the shipping is on schedule

• Re-Affirm Tech is confirmed

• Re-Affirm any rental is on schedule

• Document On Schedule in MIP Comments

• MOVE to Project Installation Phase

****If any of these change immediately escalate or re-schedule based on situation****

• Opportunity has not moved to Closed Won for Customer Assignment

  • Update Technician Install ticket and Inventory Unit Request & Shipping ticket that Opportunity has not moved to Close Won

  • Submit as On-Hold for BOTH the Technician Install ticket and Inventory Unit Request & Shipping ticket

  • Contact Territory Manager / Customer to move this opportunity forward

  • Once Opportunity is Close Won - Updated Technician Install ticket and Inventory Unit Request & Shipping ticket to proceed and Submit as "OPEN"

• Opportunity install is delayed by Customer

  • Update Technician Install ticket and Inventory Unit Request & Shipping ticket that Opportunity has a new install / shipping date because of Customer request or changes

  • Submit as On-Hold for BOTH the Technician Install ticket and Inventory Unit Request & Shipping ticket

  • Update Salesforce opportunity to "Install Delay" and document change and reason is SF Notes 

  • Document change and reason in MIP Comments

****Understanding Zendesk Statuses in MIP Project Management workflow****

OPEN: This status indicates that the Mobile Install Parent ticket (MIP) is currently progressing as planned. There are no known issues preventing the completion of the mobile install. Essentially, everything is on track and proceeding smoothly.

PENDING: In this status, the MIP has returned from the Site Enablement team, and site onboarding is complete. However, before proceeding further with the install, a full PMO Quality Assurance (QA) check is required. Additionally, a Customer Onboarding ticket has been created, and the MIP is considered solved for the time being, awaiting further action.

ON HOLD: This status indicates that there is either inaction or action required from an ancillary team or from within the Project Management team itself, which is preventing the install from continuing. The MIP needs to be placed on hold until the issue is resolved or until the necessary actions have been taken. This status essentially signifies a pause in the workflow until certain conditions are met or obstacles are addressed.

****Understanding Salesforce Statuses in MIP Project Management workflow****

ON HOLD: This status indicates that there is either inaction or an action required from the client, which is preventing the installation from continuing. The opportunity or case associated with the MIP needs to be placed on hold until the issue is resolved or until the necessary actions have been taken. This status is typically used when the client needs to provide additional information, approvals, or resources before the project can proceed.

INSTALL DELAY: In this status, there is inaction or an action required from an ancillary team or from within the Project Management team itself, which is causing a delay in the installation process. The opportunity or case associated with the MIP needs to be placed on INSTALL DELAY until the issue is resolved or until the necessary actions have been taken. This status is specifically used when the delay is due to internal factors such as resource constraints, dependencies on other projects, or procedural issues within the project management workflow.

This phase is the steps involving the physical installation of the Unit(s).

• Daily review the installation calendar for your scheduled installations.

• Validate all remain on schedule for that day (equipment, tech, rental)

  • • ****** IF issue goto unhappy path

• When installation is complete the Install ticket will be marked Resolved.

• PM will then perform Installation QA - Scribe - Post Install Checklist Process Steps

  • Apply the MIP - Post Install Checklist

  • Validate and update checklist

  • If all approved Assigned the MIP to Site Onboarding

  • MOVE to Project Validation Phase

**** If the is an issue preventing the installation being successful or a failure in the Post Install Checklist

• Define unhappy path

This is the final QA or validation that all is installed and configured appropriately and prepare for the hand off to Customer Success

• Site Enablement Team Updates the MIP with their On Boarding Process Checklist

• Scribe - Final Install Validation-Close Checklist

• When Complete Site Enablement Team assigns ticket back to PMO

• PM applies and performs MIP - PM Final Install Validation Close

• MOVE to Project Closure Phase

Final administrative steps to close project, move to live, and hand off to Customer Success for Onboarding

• Create Customer Success On-Boarding Ticket

  • Create Customer Success On-Boarding Ticket:

    • Apply the ""MIP to Customer OnBoarding"" macro to a new ticket.

    • Scribe -  Final Install Validation-Close Checklist

    • Complete the checklist.

    • Include a link to the MIP ticket.

    • Ensure the Customer POC is the Requestor.

  • Close Install Case - Scribe:

    • Verify that the Salesforce Opportunity Stage is updated to "Installed".

  • Solve the MIP Ticket:

    • Mark the MIP as Closed

• Create and Update PMO CSAT Ticket

• Scribe: Guide to Processing PMO CSAT ticket in Zendesk

  • Create a new ticket using the PMO CSAT form:

    • Ensure the Customer POC is the Requestor.

    • Apply the "PMO - Internal CSAT Note" macro to the new ticket.

    • Update the Subject line with the correct site name.

    • Include the MIP ticket URL and the Customer's contact email.

    • Submit as NEW, then reopen the ticket to update with a public-facing comment.

  • Apply Public CSAT Macro and Notify Customer:

    • Apply the "PMO - Public Customer CSAT Request" macro to the ticket, addressing the Customer POC as the requestor.

    • Ensure the correct Customer is in place as Requestor.

    • Ensure the Subject line includes the correct site name.

    • Ensure the correct install date is updated in the macro.

    • Submit as Solved.