Insight Program Member On-boarding Process V2

New Membership On-Boarding 1. Closed/Won Salesforce.com notification is sent to the following people when a new membership is sold:  Operations Team  Accounting Team  Program Team (Program Director, Program Coordinator, Collaboration Guide) 2. The Accounting Team creates an invoice and sends to the client contact copying the sales person and the Program Team. 3. The invoice notification triggers the Program Coordinator to obtain the name and email of the new member and invite them to the Members Area (w/ standard instructions). 4. When the member registers, he/she is required to accept the terms of use (includes past verbiage from the members agreement). The membership agreement is no longer needed. 5. After the member successfully registers (and is automatically added to the appropriate interest groups), the On-Boarding and Program Teams receive notification. 6. Any past welcome packet materials that were emailed to program members should be included on the program landing page (such as schedules, brochures, etc.). 7. For programs the include additional seats to the Members area, the Program Coordinator needs to contact the member and generate a list (names, emails) of those within the member organization that will be receiving access to the members area so that they can be invited to the appropriate interest groups. 8. The Accounting Team will send periodic A/R reports identifying members who have not paid. Sales people and Program Coordinators will be asked to assist in collections when and where their assistance is needed. 9. On-going communication occurs b/w program members and the Program Team. 1 | © 2008 nGenera Corp. All Rights Reserved.

New Membership On-Boarding continued...

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Membership Renewal On-Boarding 1. Closed/Won Salesforce.com notification is sent to the following people when a membership renews:  Operations Team  Accounting Team  Program Team (Program Director, Program Coordinator, Collaboration Guide) 2. For renewals, it can be assumed that the invoice has already been sent therefore the Program Teams must use the closed/won SFDC alert as the trigger for downstream processes. 3. The Program Coordinator invites all members from that client to the new program interest group (2010, for example) and sends notification to the client members indicating that they have been added to the new program interest group and now have access to additional program schedules, brochures, and materials. 4. Welcome packet materials should be included on the program landing page (such as schedules, brochures, etc.). 5. The Accounting Team will send periodic A/R reports identifying members who have not paid. Sales people and Program Coordinators will be asked to assist in collections when and where their assistance is needed. 6. Upon successful customer on-boarding, On-going communication occurs between the program members and the Program Team.

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Membership Renwal On-Boarding continued...

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