Preparing Your Team

At Pelcro, we want to ensure that you're set up for success from the start. That's why we put together some guiding tips for making sure your teams are ready for the operational and support tasks associated with the Pelcro platform.

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Our support team is right there for you!

Contact us at [email protected] and we're happy to assist with any questions or concerns.


Operations

Below is a guide to train your operations team on all aspects of the platforms so that they can undertake some ongoing activities that are required for the provision of your products and services.

Setup

  1. Add your operations team as collaborators, learn more here.

  2. We recommend you provide your mailing address in the following channels so that customers can easily find it and mail your orders.

    • Website
    • Renewals campaigns
    • Invoices
  3. Ensure your operations team is capable of processing checks via a scanner provided by your bank. One example is Cheque-Pro by RBC Royal Bank, which you can find a tutorial video for right here.

    • Cheque Pro Installation
      1. Go to RBC Royal Bank website and login
      2. Go to manage deposits
      3. Create a new deposit
      4. Enter $1 and click next
      5. Click on add a new user
      6. Install the driver for the TS240 scanner

Training

  1. Provide the operations team context and documentation on your business needs and all supporting documentation. We recommend providing the following:

    • About your business
    • About the products and plans available for purchase
    • About the renewals and invoice campaigns, you plan on sending
  2. The operations team should watch all the training videos available in our Youtube playlist to ensure they have a basic orientation of the Pelcro platform.

  3. It is important for the operations team to understand all aspects in the Getting started section and all the tutorials under the Tutorials section. It is especially important to fully understand all the following guides:

Operational Process

  1. Pick up the mail from the mailbox

  2. Sort and count all the retrieved mail and segment as required (source, currency, type, etc.)

  3. Process each order on the platform and combine all the cheques by currency in preparation for depositing a batch of cheques into your bank account. Note that offline payments must be entered before the subscription is created or renewed for the associated invoice to be paid via the offline payment. It is also recommended to initialize the cheque number with the initials of the depositor. Note that credit card orders that are mailed should be destroyed to avoid PCI exposure. Most frequent order types:

    • New subscription (gift and regular)
    • Renewals (gift and regular)
    • Invoice payments
    • Change of address
  4. Export a list of payments from the platform and find the total amount of offline payments per currency that you entered on this day.

  5. Enter all the cheques into the scanner and begin the scanning process. It is important to validate the total amounts scanned with the total amount that was exported from the platform. Once it has been validated that the amounts in the scanner match the amount exported, the deposit can be made. It is recommended to file each batch of cheques with the following information:

    • Date
    • Total amount
    • Name of depositor
    • Currency

Modifications

Errors can be made during the data entry process. It is important for the operations team to deeply understand all the guides in order to apply a fix to a mistake during the data entry process. Common mistakes and possible resolutions are:

Error type

Suggested fix

Subscription created under the wrong plan, a payment was made on a credit card.

Cancel the subscription immediately and refund the payment that was initially made.

Subscription created under the wrong plan, the invoice was sent to the customer.

Cancel the subscription immediately and void the associated invoice.


Support

Below is a guide to train your support team on all aspects of the platforms so that they can support your customers on all requests.

Setup

  1. Add your support team as collaborators, learn more here.

  2. Depending on your business needs, it is recommended to have your support team available from 9 am to 6 pm, Monday through Friday.

  3. Ensure your support team is set up on different channels through email, phone, and chat. We recommend using a combination of Zendesk and Aircall to manage incoming emails and phone calls;

    • Inbound Call Process:

      • Setup a toll-free number for inbound calls so your customers are not deterred by any call fees.
      • Integrate Aircall directly with Zendesk
      • Setup the integration to automatically create a ticket when an inbound call is received.
      • Ensure agents take private notes on tickets on the customer request that would be used for reference in the future.
    • Email Processes:

      • Setup Zendesk to automatically create tickets from inbound emails.
      • Ensure the ticket has the customer’s email address in the user section
  4. We recommend that each customer request, whether by email, chat, or call, is converted into a ticket via a ticketing platform. We recommend the following tools to simplify this process:

    • Zendesk: Use Zendesk to keep track of all customer requests via tickets.
    • Aircall: Use Aircall as the call center solution and VOIP, you can integrate with Zendesk.
    • We recommend to have the following ticket statuses:
      • New: Ticket just got in
      • Open: Open for customer service to respond
      • Pending: Pending a reply from the customer
      • Solved: Ticket has been resolved

Training

  1. Provide the support team context and documentation on your business needs and all supporting documentation. We recommend providing the following:

    • About your business
    • About the products and plans available for purchase
    • Policies on refunds, taxes, cancelation, undelivered products, taxes, and any other relevant policy.
    • Welcome scripts
  2. The support team should watch all the training videos available in our Youtube playlist to ensure they have a basic orientation of the Pelcro platform.

  3. It is important for the support team to understand all aspects in the Getting started section and all the tutorials under the Tutorials section. It is especially important to fully understand all the following guides:

Customer requests

First and foremost, ensure that there is a Customer verification process to ensure you verify the customer's identity:

  • Request the customer first, last name and email
  • Open the customer's account
  • Request the customer to validate his full address

The support team should be comfortable doing the following actions on behalf of the customers:

  1. Customer requests

  2. Subscription requests

  3. Payment requests

    • Refund a full payment
    • Refund a partial payment
    • Provide a receipt PDF
    • Provide an invoice PDF

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Check out these helpful articles for more information on our blog


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