OVERVIEW

During the training process for new properties WorkSpace requests five 15 minute transition meetings after launch and an eight week post-launch meeting to assess the implementation process, solicit product feedback, answer questions, and identify expansion opportunities. 

These meetings are scheduled by the project manager.

HOW TO

Who and when to schedule

1. These sessions are scheduled for properties/companies that have gone through our whole implementation process including onboarding and training
2. These meetings should be requested during or following the first training session, if you have a reasonable estimate of the go-live date
3. If go-live date is difficult to assess the calls can be scheduled when final training is complete

Talk tracks and Hints

1. Initial ask: We like book check-ins with our clients to check in and make sure your launch is going smoothly and get your feedback, is _________ good for the transition calls? And how about _______ for the eight week check in?
2. Often property teams have regular schedules for calls/meetings. If your training is at 10AM on a Wednesday there's a good chance they're free four weeks later on a Wednesday at 10AM.
3. If they ask for more explanation: We like to start our relationship on the right note, make sure we're supporting you in your transition. 
4. If they are resistant: Let's just throw something on the calendar and we can move it if need be.
5. If they still resist drop it and have their Customer Success Manager follow up in two weeks.

Who to include:

1. For every call include the customer success rep, client sponsor, property management team, and any other leadership like chief engineer.
2. For the 8 week check in include the following people from WorkSpace: Customer Success Manager (will drive the call), P&F Product Manager, Erin.

Invitations

1. Send invitations for the calls at the same time as the recap of the call you were on. Include a Zoom link. 
2. For the weekly check-ins list the agenda for all the calls. Schedule for 15 minutes. 
3. For the 8 week check in use the following language: We’ll use this time to talk about how your first two months of WorkSpace have been going, find out if you have any questions/feedback for us on the product or your experience so far. 

Agendas

1. For the transition calls we've used the following agenda before:
   1. Transition checklist, answer questions
   2. Activation of PMs, staff permissions, RS routing, charge types, COI dates
   3. Uploading leases, adding common areas/equipment rooms
   4. Vendor adds, introduction of WS to tenants
   5. Upload COIs, customize COI expiration message, remind tenants of transition 
2. The 8 week check in is focused on soliciting feedback on the product and implementation process as well as potential expansion opportunities. Customer Success will drive the call and should have a PowerPoint deck prepared. Suggest to the client that if they have any remaining technical questions you can stay on the call and address them after the feedback portion.