Information to be gathered by the PSM during the Customer Onboard:

Pre-Onboard
Onboard
Closing

Pre-Onboard (Portal Requirements) 

Before day of Onboard 

• On the customer account page 
  • Set “activate portal access” to yes 
  • Add your contact to the “All Contacts” subgrid 
• On each contact page (all property contacts + your own) 
  • Make sure they have “main property” as the correct property we are onboarding (or the management company if linked to multiple) 
  • Copy their email and go to the “details” tab 
  • Paste their email under portal access area in the portal email field 
  • Change “portal access” to yes
  • Save the record 
  • Wait for the portal reset to populate 
  • Then save and close contact record 
• Login to portal to check the following 
  • Setup Services tab 
    • Checking that the services are correct and in the right order for the right vendors (ie Rent Ready, In-House, Other Vendor) 
  • Floorplans + Pricelist 
    • Checking the floorplans are all listed correctly  
    • Checking the pricelist is showing the standard services + addons 
  • Start creating a turn to make sure services/addons are showing – DO NOT SAVE TURN 
• Create preferences for pros on the property page in Stella 

Day of Onboard (usually about 30 minutes before) 

• Open each contact record and select “trigger password reset” on the details tab 
• Make sure you are still associated to the property and login to portal to have it ready to share 

Onboard

Part 1 – Customer Confirmations 

• Who is the primary point of contact?  
  • Who is the back up?   
• What is their contact information?  
• What is their preferred method of communication?  
  • General communication   
  • Add-on Requests … Approval   
• Billing Info:  
  • Management Company  
  • Account Name  
  • Billing Contact & Title  
    • First/Last Name  
    • Number  
    • Email  
  • Billing Address  
  • Billing Type (confirm) -   
• Billing Cycle (confirm understanding based on market)  
• Paint specs (confirm) …..   
• We’d like to confirm your communities ‘No smoking’ and Mask policy.  Is this a smoke free property? (check in Stella to see if noted on the account) …    

Part 2 – Customer Ordering Habit Confirmations  

• What is the cadence at which you expect to submit orders (i.e. weekly, monthly)?  
• Will units be walked before the order is submitted (expectations of add-ons)?   
• Who approves add-ons?  
  • Can a Pro request approval or should it go through official channels?   
  • Do you need photos?   
• Who (if anyone) can make changes to the schedule outside of the main POC?  

Part 3 – Customer Portal Training 

• Home screen – confirm they see property name and can click on it 
• Calendar view – default view when they open property page 
• Turn Board – walk through columns briefly 
• Property Settings – click on name in top right corner  
  • Setup Services – review services that we provide vs in house, show how to create custom service, drag into different order  
  • Floorplans – click on pricelist to show the pricing for the floorplan 
  • Units – list of units we have provided services for 
  • Property Settings – address 
  • Users – all people who have access to this account 
• How to create a turn  
  • Review auto populating the dates based on move-in 
  • How to change date for scheduling 
  • Notes and addons 
  • How to remove specific service if not needed 
  • Price total in the top right corner 
• On turn board, talk about 
  • status of services (pending, scheduled, in progress, completed, canceled) 
  • how to filter 
  • how to search 
  • default sorting to move-in date 
• Cancel an entire turn 
• POs **If necessary 
  • Create a default PO which attaches to all services 
  • Use “I don’t know PO number” 
  • Change PO 
  • Create different PO for specific service 

Part 4 – Reminders 

• Schedule early to ensure availability, especially primary pro availability 
• Scope of work details are important to avoid schedule issues and addon approvals in real time  
• Confirm best point of contact for daily ops communication and addons 
• Unit readiness 
• Ensure as many people onsite are users of tech to get everyone on same page / transparency into make ready status 
• Make sure exact turn profile is confirmed. There may be variation unit to unit but we should have a standard turn profile for each property  
• Preferred and secondary pros  
• What are past pain points you have had with other vendors?  
• Discuss importance of advance scheduling  

Closing

The wrap up the onboard, these should have been covered: 

1. Portal Training 
2. Customer put in first orders in the portal and seem comfortable with the portal 
3. Customer understand ordering process 
4. All information has been confirmed and/or gathered