Process - Monthly Management
Outlines the process for Flow Sparrow's Monthly Management service
This document contains best practices and step by step instructions on how to fulfill the monthly management service for clients. Every client is slightly different, so this document is meant to serve as a guide to understand the service at a high level, but each task should be approached with the client's needs in mind.
Overview of the Monthly Management Service
The monthly management service is designed to help companies without dedicated Webflow resources to move quickly, ship high quality work, and stay within budget. Most clients only use the service fractionally and have a definite start and end date to the service. That being said, it is still the goal to showcase the value and keep the client on the service for as long as possible.
Goals and Objectives
The primary goal of the service is to showcase the value of what flow sparrow has to offer to the client, and engrain ourselves into their process to the point where they are unlikely to cancel. This is known as ‘stickiness’ and is essential for any subscription based service. The client signed up for the service to achieve a specific objective on their end and it is our job to not only fulfill that objective as quickly as possible, but also showcase to the client what we can add to their process beyond what they initially envisioned.
Onboarding is one of the most important steps of the MM service. Not only does it ensure we have all of the necessary information to deliver on the service, but it also shows the client we are involved and engaged with their needs. Below are all of the key steps we need to take from our side to ensure the first month of service goes smoothly and the clients objectives are met.
Step 1: Schedule a call with the client to discuss their needs and requirements
Once a client has committed to the service, you will want to schedule a 45 min onboarding session with their team. The agenda for the call is as follows:
This is a great way to break the ice and build rapport with the customer. Start by introducing yourself and any attending team members, then the client should reciprocate.
- Description of the service
Once the introductions are finished you can start by defining the service, and the subscription tier the client subscribed to. This helps confirm that the customer understands what they are signing up for and what is/isn’t included with the subscription.
- Dashboard Overview
Once you’ve confirmed the subscription level with the customer, you can begin walking the customer through www.dashboard.flowsparrow.com and how they can submit and review tasks. Start by walking them through the test account and what to expect when filling out the request form. Show them the different statuses and what they mean for the customer. Most importantly show them how they can complete a task from their side and leave feedback.
- Delivery timeline expectations
During the dashboard overview, this is a great time to discuss delivery timelines and what the customers expectations should be. Feel free to discuss this in the most conversational way possible but the key points the customer needs to understand is the 72 hours minimum turnaround time for tasks and the 1-2 active task limit depending on their subscription level.
- Logins and Agency Access
This is the most crucial portion of the onboarding call as we are unable to fulfill the service without some or all of their relevant logins. While Webflow agency access is the most crucial, getting any other relevant logins during the call can save a lot of time down the line.
- Client goals and expectations
At this point in the onboarding it is crucial to confirm with the client their expectations for the service. Asking them what would need to happen in the first month in order for them to be excited and happy to renew their subscription. It’s usually quite straightforward, but confirming it verbally is extremely important as this will prevent future friction and ultimately churn.
Step 2: Website Build Analysis
Once the customer has been onboarded to the service and is ready to submit their first task, we can conduct a Website Build Analysis. This involves auditing the current Webflow project the client has shared with us, and identifying any inconsistencies or improvements.
The key aspect of this analysis is to NOT resolve or execute any of the issues that were outlined. Reason being is we don’t want this work to take priority over the clients objectives, and it can be scheduled for when there is a lull in requests. This is a great churn lever and can prevent the client from canceling when they have no more work from their side.
Step 3: Execution of Monthly Management Service
Once the above has been completed, you can begin actioning on any requests submitted by the client. These requests will be submitted via www.dashboard.flowsparrow.com and translated to ClickUp by a project manager. Developers will be assigned tickets during standup and are expected to complete these tasks before the due date.
Once the task is completed and QA has been performed, the Project manager will notify the client and send them a link to provide feedback on the work. Once all of the feedback has been collected and completed the task will be marked as done and you can move on to the next ticket in the queue.
Step 4: Provide regular updates and reports to the client
This is an essential part of the service and will mostly be managed by the project manager. Notifying the client of updates, progress, and completed work, shows we are engaged in the process and are consistently providing value to the team. We do have the option of generating reports and sending those to the regular basis but most clients don't find them useful and opt out of this feature.
The monthly Management process is designed to be a bolt-on Webflow department for any growing startup or established entrprise brand. The goal here is to quickly embed ourselves into the clients process and provide value at every stage. This ensures we extract the most amopunt of revenue from the client, by ensuring they will renew their subscription month over month.