This guide will provide you with step by step instructions on the Technical Support in Accelo.
The steps will be in the format of role/which department the step is for followed by the details.
- SALES – Create new sale with “New Website” as type
- SALES – Qualify lead and then change progression to “Lead Qualified”
- SALES – Once fact-finding begins, change the progression to “Fact Finding”
- SALES – After fact-finding has been completed then change progression to “Awaiting Quote”
- SALES – Create a related ticket with the type “New Website Quote”
- SALES – Fill in website details on the ticket. (Put “None” if there is nothing to enter on a certain field)
- D&D PM – Acknowledge the quote by progressing the status to “Gathering Details”
- D&D PM – Arrange a meeting with the AM (or other relevant people) to discuss the website. Use the pre-created task “Meeting to Discuss Project”. You should add a meeting as an activity to this task.
- D&D PM – After the meeting mark the task “Meeting to Discuss Project” as completed
- D&D PM – Once all relevant website details have been gathered, change the progression to “Providing Quote”
- D&D PM – Assign relevant people the design/development/project management quote tasks
- D&D PM – Once all quotes have been provided. Create a note to the AM in the “Provide Final Quote to AM” task with the final quote time.
- D&D PM – The quote ticket can now be closed.
- SALES – Change progression to “Proposal”. Create a proposal based on the quote and provide to the client
- SALES – Change progression to “Awaiting Decision”
- SALES – If the client confirms they want to ahead change progression to “Awaiting Payment”. Assign the tasks “Invoice for website” and “First Payment Made” to Accounts.
- ACCOUNTS – Send the invoice to the customer and mark the task “Invoice for website” as completed
- ACCOUNTS – Once payment has been made then mark the “First Payment Made” task as completed.
- SALES – Change progression to “D&D Handover” and assign the task “Handover Project to D&D” to yourself.
- D&D PM – Once the project has been handed over you should now create a related project with type “Website Project” on the sale.
- D&D PM – If required, create an SSL ticket against the company.
- D&D PM – Begin website project…
- D&D PM – Populates the new project with the timescales for each milestone and task and assigns each to relevant people
- D&D PM – Creates client website project folder in DND OneDrive
- D&D PM (THEME) – If the project is for a theme website, purchase a license key for the theme selected (i.e Jupiter, Porto) and add as an asset against the company
- D&D PM – Schedule discovery consultation call with client
- D&D PM – Change progression to “Discovery Consultation Scheduled”
- D&D PM – Complete and document discovery consultation call
- D&D PM – Change progression to “Resource Collation”
- D&D PM – Review the client sitemap with the team and send to the customer for approval
- D&D PM – Collate all resources sent across from the client
- D&D PM – assigns tasks and sends an activity on them to the AM/BDM detailing the completion of the discovery phase and requests input on any new information/questions raised.
- D&D PM – Once all resources are collated, the sitemap is signed off by the customer and each discovery task is completed and documented, complete the discovery milestone.
- D&D PM – Schedule handover meeting with the designer
- D&D PM – Change progression to “Design Handover”
- DESIGNER – Schedule design consultation call with the client
- DESIGNER – Change progression to “Design Consultation Scheduled”
- DESIGNER – Complete and document design consultation call
- DESIGNER – assigns tasks sends an activity outlining the design consultation notes to the AM/BDM/both following the call to advise progress and information discussed
- ————- HOMEPAGE DESIGN ————-
- DESIGNER – Change progression to “Homepage Design” and schedule in the home page design.
- DESIGNER (THEME) – If a theme website, setup the staging environment and deploy the chosen theme to work from
- DESIGNER – Complete the first draft of homepage design and liaise with the developer and team for internal feedback
- DESIGNER – sends home page invision design link/staging environment link to AM/BDM via activity on relevant task(s)
- DESIGNER – Once internally signed off, send the homepage design to the customer for review
- DESIGNER – Change progression to “Homepage Client Review”
- DESIGNER – Discuss amendments and provide final amended design to the customer for sign off
- DESIGNER – Once the homepage design is signed off, change the progression to “Internal Designs” and schedule in the internal designs.
- ————- INTERNAL DESIGNS ————-
- DESIGNER – Complete the internal page designs and liaise with the developer and team for internal feedback
- DESIGNER – sends 1st internal invision design link/staging environment link to AM/BDM via activity on relevant task(s)
- DESIGNER (THEME) – If a theme website, move immediately to the next design, skip to step 62
- DESIGNER – Once internally signed off, send the internal designs to the customer for review
- DESIGNER – Change progression to “Internal Client Review”
- DESIGNER – Discuss amendments and provide final amended designs to the customer for sign off
- DESIGNER – Once the internal page designs are signed off, change the progression to “Responsive Designs” and schedule in the responsive designs.
- ————- RESPONSIVE DESIGNS ————-
- DESIGNER – Complete the responsive designs and liaise with the developer and team for internal feedback
- DESIGNER – Once internally signed off, send the responsive designs to the customer for review
- DESIGNER – Change progression to “Responsive Client Review”
- DESIGNER – Discuss amendments and provide final amended designs to the customer for sign off
- DESIGNER – Once the responsive designs are signed off, change the progression to “design payment”
- ————- THEME DESIGN (OPTIONAL) ————-
- DESIGNER (THEME) – Once all designs are internally signed off, send the designs to the customer for review
- DESIGNER (THEME) – If a theme, Change progression to “Theme Designs Client Review”
- DESIGNER (THEME) – Discuss amendments and provide final amended designs to the customer for sign off
- DESIGNER (THEME) – Once the theme designs are signed off, change the progression to “design payment”
- D&D PM – Assign ‘design payment’ task to the accounts department to request payment for the design signoff fee
- ACCOUNTS – Send the invoice to the customer and add activity on the task.
- ACCOUNTS – Once payment has been made then mark the “Design Payment” task as completed.
- D&D PM – Change progression to “Development Handover”
- D&D PM – sends activity to SEO LM to request scheduling in of SEO transfer audit and estimated date of dev completion
- D&D PM – Schedule the development handover with the designer to the developer.
- DEVELOPER – Review all designs, files, documents, etc provided in the handover and raise any final questions
- DEVELOPER – Change progression to “Build Setup”
- DEVELOPER – Start ‘Build Preparation’ task
- DEVELOPER – Once all requirements are complete, complete Build Preparation task
- DEVELOPER – If applicable, change the progression to “product data import”
- DEVELOPER – Start the “Product data import” task and review results in website admin (IA)
- DEVELOPER – Once confirmed that the data import has been successful, change progression to “Early Build Stage”
- DEVELOPER – Progress with website build
- DEVELOPER – Once mid way through the build, change progression to “Mid Build Stage”
- DEVELOPER – Once in the final stage of the build, change progression to “Final Build Stage”
- DEVELOPER – When the build stage is complete, mark the “Build Development” task as complete & change the progression to “Build Review”
- DEVELOPER – Review the website on various devices & browsers, testing all functionality for the “Build Testing” task
- DEVELOPER – Once the build testing is complete, mark the “Build Testing” task as complete and change the progression to “QA Handover”
- D&D PM – Schedule QA Tasks with the relevant people/departments & then change the progression to “QA Scheduled”
- D&D PM / DESIGNER / USER TESTER – Start QA Tasks, and provide all feedback via note on the task to the D&D PM – Mark as complete once finalised
- D&D PM – Once QA Tasks have been complete, collate all feedback and place in to the “QA Amendments” task description. Change the progression to “QA Amendments”
- D&D PM – Once the “QA Amendments” task has been populated, assign & schedule with the developer
- DEVELOPER – Start the “QA Amendments” task & mark as complete once amendments have been addressed
- D&D PM – Change the progression to QA Review & review the amendments which have been completed by the developer
- D&D PM – Assign the “SEO Transfer/Checks” task with the SEO lead & assign the “Analytics/Tracking Transfer/Checks” task with PPC lead
- SEO LEAD– Schedule the “SEO Transfer/Checks” task & confirm the estimated completion date via a note on the task to the D&D PM
- SEO LEAD – Schedule the “Analytics/Tracking Transfer/Checks” task & confirm the estimated completion date via a note on the task to the D&D PM
- SEO EXEC – Start the “SEO Transfer/Checks” task & mark as complete when finalised. Provide any feedback via a note to the D&D PM on the task
- PPC EXEC – Start the “Analytics/Tracking Transfer/Checks” task & mark as complete when finalised. Provide any feedback via a note to the D&D PM on the task
- D&D PM – Change progression to “Soft Launch Planning” & schedule in the “Final PM Quality Check” task
- D&D PM – Start the “Final PM Quality Check” task, to ensure the website is functioning correctly after any SEO/Tracking amendments
- D&D PM – Handover the website to the customer, for their initial review & mark the customer handover task as complete – Change the progression to “Customer Review”
- D&D PM – Review feedback provided by the customer & populate the “Customer Feedback/Amendments” task – Assign & schedule this task to the developer/designer – Change the progression to “Customer Amendments”
- DEVELOPER / DESIGNER – Start the “Customer Feedback/Amendments” task & complete amendments requested. Once finalised mark the task as complete
- D&D PM – Handover the website back to the customer & mark the “Customer Sign Off” task as complete once signed off
- D&D PM – Schedule “Customer Test Order” with the customer & change progression to “Test Order Scheduled”
- D&D PM – Once the test order has been complete, mark the “Customer Test Order” task as complete & change the progression to “Final Payment”
- D&D PM – Assign the “Final Payment” task to the accounts manager.
- SALES – Contact the customer to discuss final payment: once confirmed, re-assign “Final Payment” task to the accounts team
- ACCOUNTS – Send the final payment invoice to the customer and add activity on the task
- ACCOUNTS – Once payment has been made then mark the “Final Payment” task as completed
- D&D PM – Schedule the website launch with the customer & update the “Website Launch” task with the relevant date – Change the progression to “Launch Scheduled”
- D&D PM – Once the website is launched, complete the “Website Launch” task & change the progression to “Post Launch Testing”
- D&D PM – Complete “Post Launch Contact Form Tests” task once form tests are complete
- D&D PM – Assign “Post Launch Tracking Checks” task to the PPC lead
- PPC LEAD – Start “Post Launch Tracking Checks” task & mark as complete once checked
- D&D PM – Change progression to “Project Complete”
- D&D PM – If an SSL is required, follow the SSL process to complete.
- D&D PM – If a brand new customer and no annual hosting invoice exists, raise task for accounts raise invoices