Client Servicing
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CLIENT SERVICING STAGES STAGE
1
2
DESCRIPTION
PROCESS
Client Brief
Agency is passed on the product information, specific marketing objective with goals, commuincation challenges, deliverables and delivery deadlines.
Internal Debrief
Serving Team/Person is assigned to record all the requirements and forward them to the relevant departments within the same day as receiving the brief.
3
Servicing Team/Person will assign specific times when key members Brainstorming Agenda will discuss insights that will lead to creative communication development.
4
Servicing Team/Person will follow up with the assigned Art and Copy team and keep track of deliverables within the deadline and within the scope of the brief.
Creative Followup
5
6
7
8
Media & Strategy Followup
Servicing Team/Person will follow up with the assigned Media, Strategy, and Innovations team and keep track of deliverables within the deadline and within the scope of the brief.
Finance Followup
Servicing Team/Person will follow up with the assigned Finance team and initiate costing procedures within the scope of the brief.
Client Contact
Servicing Team/Person will regularly follow up with the assigned client contact person to report the ongoing process on a day-to-day basis.
Draft Submission
Servicing Team/Person either with or without the other key members will submit the draft deliverables in dated soft and hard copies.
9
Team will acquire feedback and/or approval on all submitted items with Approval/Feedback a specific design & production deadline in mind.
10
Servicing Team/Person will finalize all financial documentation up with the assigned Finance team and submit to client in dated soft and hard copies.
Estimation & Advances
Final Delivery
Servicing Team/Person either with or without the other key members will submit the revised deliverables in dated soft and hard copies.
12
Production
Vendor is activated in line with deliverables. Proofing of all materials in required at this stage.
13
Release
Creative materials are released in media or in mass.
14
Monitiring
Activities should archive and monitor all releases.
15
Reporting
Monitoring reports should be accumulated and shared with client.
16
Billing Closure
Servicing Team/Person will finalize all financial documentation up with the assigned Finance team and submit to client in dated soft and hard copies.
17
Vendor Payment Closure
Servicing Team/Person will arrange deadlines with the assigned Finance team and clear all vendor payments in the shortest possible time.
11
18
Filing
Files/folders should be opened (dated soft & hard copies) according to client, project, and period for archiving.
CLIENT SERVICING STAGES TOOLS
Agency Brief, Minutes of the Meeting
Agency Brief, Minutes of the Meeting, Creative Brief
Idea Mapping, Deliverable List, Responsibility & Deadline Chart
Email Notes & InPerson Allocation of Time with Creative Team
DELIVERABLES
MANDATORY
According to requirement - may be creative strategy, commuincation routes, designs and moodboards, or a full campaign plan
Acquire in-depth brief (both verbally & written) with as much as background research as possible. Establishing & maintaining a clear and single point of contact with the client is necessary at this stage. Turn -around time is crucial as well so the brief must be follwoed by an MM asap that should ideally be generated to the other teams in unison with the brief and research materials.
Status Report (Internal & External)
According to need one or all departments of the agency should receive the debrief: Servicing Team(reporting line), Creative Team (Art & Copy), Media & Studio Team, Strategic Planning Team, & Innovations Team, Finance & Admin (if required), Other SBU of MAPL (ie DM, SM, IRAPL, Shoogar, MAD, MEx, etc).
Attention should be given so that short and effective meetings can take place that discuss the possible insightful yet disruptive solutions Status Report rather than the problem or challenge (Internal & or scenario. Open-ended discussions External), Strategy are to be avoided, thereby, all Key Note Paper brainstorming sessions should end with a defined way forward in tersm of the given scope with assigned responsibilities and deadlines.
Creative List
Attention should be given to the deliverable medium (on-screen, print, scratch, moodboard), design & branding details, and copy (headline, body, information).
Email Notes & InPerson Allocation of Time with Media & Strategy Team
Media Plan, Strategic Plan
Estimate, PO Deadline, Advance Email Notes & InRequirement, Person Allocation of Vendor Quotes, Time with Media & Requisition Needs, Strategy Team Bill (if required at this stage)
Email Notes & InPerson Allocation of Time with Client, Minutes of the Meeting
Status Report (Internal & External)
Attention should be given to build an insightful, detailed, and actionoriented plan that is in line with creative and media strategy and also that captures the essence and addresses the objective in the mind of the client in the most effective manner. Attention should be given to vendor pricing, rate charts, applicable VAT and agency commision percentages, Gross Profit, and Billing Cycle Planning & Forecasting
Relationships between client-agency should be nurtured though proactive response mechanisms and need forecasting. Effective management of client expection is key here.
PPT, Word Document, JPEG Presentation, Moodboards, Studio Technical & Cost Mocks (if required Report at this stage) Email Notes & InDesign Approval Person Allocation of Notes, Status Time with Client, Reports (internal & Minutes of the external) Meeting
This is the pitch/evaluation period of strategy and creative strength. All focus should be on selling the big idea and proactively reacting to the client responses. Post submission, this period is crucial to note all verbal and non-verbal commuincation that is understood from the client side as a response to the draft submission.
Estimate, PO Deadline, Advance Email Notes & InRequirement, Person Allocation of Vendor Quotes, Time with Finance Requisition Needs, Team Bill (if required at this stage)
Attention should be given to vendor pricing, rate charts, applicable VAT and agency commision percentages, Gross Profit, and Billing Cycle Planning & Forecasting
Artwork, Storyboard, etc
Attention to details is greatly needed Designs/Layouts and in terms of proofing and editing any Storyboards with minor area that had overlooked in Approval Notes terms of art, copy, branding, design details, production specification, etc.
In-house print station & studio, Vendor
Open
Constant monitoring on an hourly basis and physical inspections is demanded at this point.
According to media/medium
Open
Release and insertion schedules are required to be maintained in the strictest fashion.
According to media/medium
Open
Record keeping methodolgy and storage facility should be considered here.
Open
Evaluations and measurements of effectiveness is very important to let client in terms of future business.
According to media/medium
Estimate Copy, PO Copy, Advance Email Notes & InReceived, Vendor Person Allocation of Bills should be closed within 3 Bills with Challan, Time with Finance working days of release of materials. Final Bill with Top Team Sheet & Breakdown, VAT Challan Estimate Copy, PO All advances, actuals Copy, Advance Email Notes & Inservice/production delivery according Received, Vendor Person Allocation of to standard and time, penalties (if Bills with Challan, Time with Finance any) and remaining balance payment Final Bill with Top Team should be directly handled by Finance Sheet & Breakdown, department. VAT Challan
According to media/medium
Open
Business case studies of the assigned task and delivered service should be detailed in a short 'post project review' form.
REMARKS
n/a
n/a
n/a
n/a
n/a
Assign all signatories
MM can be derived from in-person discussions, emails, phone calls, etc (i.e. record should be kept of each point of contact, however small and insignificant)
n/a
n/a
n/a
Design Approval Notes will bear the signature of Servicing, Art, Copy, Studio, and Client Should be done through a trustworthy source. Back calculations and actvities should be done for future releases of the same approved material so that artwork can be delivered in time. Can be done inhouse or through external service proividers n/a
n/a
n/a
n/a
1
2
DESCRIPTION
PROCESS
Client Brief
Agency is passed on the product information, specific marketing objective with goals, commuincation challenges, deliverables and delivery deadlines.
Internal Debrief
Serving Team/Person is assigned to record all the requirements and forward them to the relevant departments within the same day as receiving the brief.
3
Servicing Team/Person will assign specific times when key members Brainstorming Agenda will discuss insights that will lead to creative communication development.
4
Servicing Team/Person will follow up with the assigned Art and Copy team and keep track of deliverables within the deadline and within the scope of the brief.
Creative Followup
5
6
7
8
Media & Strategy Followup
Servicing Team/Person will follow up with the assigned Media, Strategy, and Innovations team and keep track of deliverables within the deadline and within the scope of the brief.
Finance Followup
Servicing Team/Person will follow up with the assigned Finance team and initiate costing procedures within the scope of the brief.
Client Contact
Servicing Team/Person will regularly follow up with the assigned client contact person to report the ongoing process on a day-to-day basis.
Draft Submission
Servicing Team/Person either with or without the other key members will submit the draft deliverables in dated soft and hard copies.
9
Team will acquire feedback and/or approval on all submitted items with Approval/Feedback a specific design & production deadline in mind.
10
Servicing Team/Person will finalize all financial documentation up with the assigned Finance team and submit to client in dated soft and hard copies.
Estimation & Advances
Final Delivery
Servicing Team/Person either with or without the other key members will submit the revised deliverables in dated soft and hard copies.
12
Production
Vendor is activated in line with deliverables. Proofing of all materials in required at this stage.
13
Release
Creative materials are released in media or in mass.
14
Monitiring
Activities should archive and monitor all releases.
15
Reporting
Monitoring reports should be accumulated and shared with client.
16
Billing Closure
Servicing Team/Person will finalize all financial documentation up with the assigned Finance team and submit to client in dated soft and hard copies.
17
Vendor Payment Closure
Servicing Team/Person will arrange deadlines with the assigned Finance team and clear all vendor payments in the shortest possible time.
11
18
Filing
Files/folders should be opened (dated soft & hard copies) according to client, project, and period for archiving.
CLIENT SERVICING STAGES TOOLS
Agency Brief, Minutes of the Meeting
Agency Brief, Minutes of the Meeting, Creative Brief
Idea Mapping, Deliverable List, Responsibility & Deadline Chart
Email Notes & InPerson Allocation of Time with Creative Team
DELIVERABLES
MANDATORY
According to requirement - may be creative strategy, commuincation routes, designs and moodboards, or a full campaign plan
Acquire in-depth brief (both verbally & written) with as much as background research as possible. Establishing & maintaining a clear and single point of contact with the client is necessary at this stage. Turn -around time is crucial as well so the brief must be follwoed by an MM asap that should ideally be generated to the other teams in unison with the brief and research materials.
Status Report (Internal & External)
According to need one or all departments of the agency should receive the debrief: Servicing Team(reporting line), Creative Team (Art & Copy), Media & Studio Team, Strategic Planning Team, & Innovations Team, Finance & Admin (if required), Other SBU of MAPL (ie DM, SM, IRAPL, Shoogar, MAD, MEx, etc).
Attention should be given so that short and effective meetings can take place that discuss the possible insightful yet disruptive solutions Status Report rather than the problem or challenge (Internal & or scenario. Open-ended discussions External), Strategy are to be avoided, thereby, all Key Note Paper brainstorming sessions should end with a defined way forward in tersm of the given scope with assigned responsibilities and deadlines.
Creative List
Attention should be given to the deliverable medium (on-screen, print, scratch, moodboard), design & branding details, and copy (headline, body, information).
Email Notes & InPerson Allocation of Time with Media & Strategy Team
Media Plan, Strategic Plan
Estimate, PO Deadline, Advance Email Notes & InRequirement, Person Allocation of Vendor Quotes, Time with Media & Requisition Needs, Strategy Team Bill (if required at this stage)
Email Notes & InPerson Allocation of Time with Client, Minutes of the Meeting
Status Report (Internal & External)
Attention should be given to build an insightful, detailed, and actionoriented plan that is in line with creative and media strategy and also that captures the essence and addresses the objective in the mind of the client in the most effective manner. Attention should be given to vendor pricing, rate charts, applicable VAT and agency commision percentages, Gross Profit, and Billing Cycle Planning & Forecasting
Relationships between client-agency should be nurtured though proactive response mechanisms and need forecasting. Effective management of client expection is key here.
PPT, Word Document, JPEG Presentation, Moodboards, Studio Technical & Cost Mocks (if required Report at this stage) Email Notes & InDesign Approval Person Allocation of Notes, Status Time with Client, Reports (internal & Minutes of the external) Meeting
This is the pitch/evaluation period of strategy and creative strength. All focus should be on selling the big idea and proactively reacting to the client responses. Post submission, this period is crucial to note all verbal and non-verbal commuincation that is understood from the client side as a response to the draft submission.
Estimate, PO Deadline, Advance Email Notes & InRequirement, Person Allocation of Vendor Quotes, Time with Finance Requisition Needs, Team Bill (if required at this stage)
Attention should be given to vendor pricing, rate charts, applicable VAT and agency commision percentages, Gross Profit, and Billing Cycle Planning & Forecasting
Artwork, Storyboard, etc
Attention to details is greatly needed Designs/Layouts and in terms of proofing and editing any Storyboards with minor area that had overlooked in Approval Notes terms of art, copy, branding, design details, production specification, etc.
In-house print station & studio, Vendor
Open
Constant monitoring on an hourly basis and physical inspections is demanded at this point.
According to media/medium
Open
Release and insertion schedules are required to be maintained in the strictest fashion.
According to media/medium
Open
Record keeping methodolgy and storage facility should be considered here.
Open
Evaluations and measurements of effectiveness is very important to let client in terms of future business.
According to media/medium
Estimate Copy, PO Copy, Advance Email Notes & InReceived, Vendor Person Allocation of Bills should be closed within 3 Bills with Challan, Time with Finance working days of release of materials. Final Bill with Top Team Sheet & Breakdown, VAT Challan Estimate Copy, PO All advances, actuals Copy, Advance Email Notes & Inservice/production delivery according Received, Vendor Person Allocation of to standard and time, penalties (if Bills with Challan, Time with Finance any) and remaining balance payment Final Bill with Top Team should be directly handled by Finance Sheet & Breakdown, department. VAT Challan
According to media/medium
Open
Business case studies of the assigned task and delivered service should be detailed in a short 'post project review' form.
REMARKS
n/a
n/a
n/a
n/a
n/a
Assign all signatories
MM can be derived from in-person discussions, emails, phone calls, etc (i.e. record should be kept of each point of contact, however small and insignificant)
n/a
n/a
n/a
Design Approval Notes will bear the signature of Servicing, Art, Copy, Studio, and Client Should be done through a trustworthy source. Back calculations and actvities should be done for future releases of the same approved material so that artwork can be delivered in time. Can be done inhouse or through external service proividers n/a
n/a
n/a
n/a
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