Welcome to G5 Help Center

G5 Knowledge Base
G5 Logo Knowledge Base

Return To Blog

Customer Care Process: Transfer Locations

Introduction

This document explains the Transfer Location and the Coordinated Transfer Location processes.

 

Overview

Whether it is a coordinated transfer or just a regular transfer, both the Add Location (to the buying client) and the Delete Location (from the selling client) need to be scoped and handled by the Project Manager of the Add location project. There are many elements of a site that need to be preserved during a transfer and whether the transfer is coordinated or not, these elements are very important for a Project Manager to attend to.

 

NOTE: In the case where there is no project initiated to handle the Add Location, but the selling client is insisting on a Delete Location, this process will not work well. In those cases only, it is acceptable to initiate the standard delete process and be clear that it is a transfer.

 

Transfer Location

Definition: when a location is being transferred from one G5 client to another G5 client, and it is unnecessary to coordinate the timing of turning off the website, services, Call Tracking, etc. from the current client, and turning on the website, services, Call Tracking, etc. under the new client.

Procedures: follow the Process; Delete Locations, and the standard Add Locations Process (consult Pro Services for procedures).

 

Coordinated Transfer Location

Definition: when a location is being transferred from one G5 client to another G5 client, and it is necessary to coordinate the timing of turning off the website, services, Call Tracking, etc. from the current client, and turning on the website, services, Call Tracking, etc. under the new client.

Procedures: see the Process Detail section below

 

Note: the coordinated transfer process should be followed ONLY when a CPM has specified that the transfer must be a coordinated transfer

 

About this Document

Coordinated transfers involve following both the standard process for deleting a location, and the standard process for adding a location. However, there is uniqueness to a coordinated transfer that involves variations from those standard processes. The main variations to standard processes are listed in the following bulleted list. The items from the bulleted list are used within the Process Detail section of the document to indicate the type of variation that applies to that particular task.

  • Increased emphasis on communications

  • Change to standard task

  • Note on procedure

 

Process Detail

CPM

Entrance Criteria

  1. A 30-day written notice (email is acceptable) from client to transfer a location

Do work

  1. Submit a contract request in NetSuite

  2. Obtain client signature on contract

Trigger

  1. Submit a NetSuite project to initiate the transfer. Use naming convention XFER CLIENT NAME. Due to the time resource requirements of transfers, the project should be submitted as soon as the transfer request is received from the client. This gives the project participants the greatest possible amount of time to complete all of their steps, and allows for a smooth transition for SEO (ownership of the G+ page or account to be transferred).

    1. Increased emphasis on communications: make sure it's clear in the project comments that locations are being transferred from one G5 client to another, not just being added to a G5 client; this will alert the PM to follow the Transfer Location Process, rather than the standard Add Locations Process. Also, any special instructions regarding the transfer, not already explicitly detailed in the contract, need to be disclosed. In the event that multiple transfers will be occurring over an extended period of time (ex: Hamilton Zanze to Mission Rock transfers occurring over a period of several months), include special instructions with every new NetSuite contract request. Don't assume that the PM that managed a previous transfer will handle all subsequent transfers. Examples of special instructions:

      1. Client request to add LTS or other non-Marchex Call Tracking numbers in the Client Center Call Tracking field (applies to Hamilton Zanze to Mission Rock transfers)

      2. Client requests to mirror things from the previous client's websites, such as type of mobile plan PER LOCATION (applies to Hamilton Zanze to Mission Rock transfers)

  2. Set all applicable services to a status of PEND-DEL.

    1. Note: if the status of the Call Tracking service (standard and/or mobile) is listed as Third Party, that means the location is using third party call tracking (and not being billed for it by G5), and the status should remain as such until the day of the delete

    2. Change to standard task: don't set the End Date for services that have been set to PEND-DEL; the rationale is due to the nature of transfers, the actual transfer date can be fluid

 

Pro Services (Project Manager & Web Builder)

Entrance Criteria

  1. A NetSuite signed contract (in the form of a project) from the CPM, requesting to transfer locations

Do work

  1. PM initiates the Add Locations Process (add services) for the locations being transferred to the new client

    1. Note on procedure: Rep Manager is one of the few, perhaps the only, product/service where a location can actually be systematically transferred from one client to another. But, because of the change of client, there may be a need to edit some field values within Rep Manager to reflect the new client designation, new Social Site URL's, new Review Site URL's, etc. This information would need to be provided by the client via the CPM (10/28/15 Pete LeRoy: this note was added as a result of #89407).

  2. PM forwards to the WB (or other PS resource designated by the PM) a request to initiate the Add Locations Process (build sites)

  3. WB initiates the Add Locations Process (build sites)

    1. Note on procedure: the WB should follow all procedures and reminders concerning building new websites (i.e. Wireframe Build Notes and Add Locations Checklist); this includes, but is not limited to implementation of integrations

    2. Change to standard task: the WB should copy assets (photos, floorplan files, etc.) from the previous client's location folders in Smith Rock, to new folders for the new client in Smith Rock. This will be beneficial in finding those assets should the client request changes from Customer Care.

    3. Note on procedure: for standard Add Locations, the WB routinely submits 301 redirects from the client's previous webpages to their new webpages; for location transfers, the process is essentially the same as it is for Add Locations, the only real difference is that the webpages to be redirected already reside on the G5 platform

      1. Note: the most common location transfers involve transferring locations that were using a secondary domain under the previous client, and that will be using that same secondary domain under the new client. For transfers that involve any variation of this scenario (i.e. transferring from  primary domain to a secondary domain, or vice versa), the WB should follow the redirect-related steps in the Process; Delete Locations.    

    4. Note on procedure: the WB creates domain records for the locations being transferred to the new client:

      1. WB uses a fake domain name; they copy/paste the domain information from locations being deleted from the previous client to locations being transferred to the new client (exceptions: Template Path, Layout, Association ID, and Expiration Date cannot be copied)

      2. When the time comes, under the coordination of the PM, the WB requests Customer Care change the domain name under the previous client [format = domainDeletedMMYY.com (where MM = month and YY = year; no spaces between)]

      3. WB then changes from fake domain name to real domain name under new client

Trigger

  1. PM submits a ticket to Customer Care to initiate the Delete Location Process for locations being deleted from the previous client. Due to the time resource requirements of transfers, the ticket should be submitted as soon as the Netsuite project is received from the CPM. This gives the project participants the greatest possible amount of time to complete all of their steps, and allows for a smooth transition for SEO (ownership of the G+ page or account to be transferred).

    1. Change to standard task: use the applicable transfer macro

    2. Increased emphasis on communications: make sure it's clear in the ticket comments that locations are being transferred from one G5 client to another, not simply being deleted from a G5 client; this will alert Customer Care to follow the Transfer Location Process, rather than the standard Delete Location Process

 

Customer Care

Entrance Criteria

  1. All applicable services set to a status of PEND-DEL

  2. All relevant information submitted in the ticket, which needs to be a Transfer ticket from the PM to initiate the Delete Location Process for locations being deleted from the previous client

 

Do work

  1. Complete all standard Delete Locations Process steps involved for the location being deleted from the previous client, with the following exceptions:

    1. Change to standard task: edit the secondary domains for the locations being deleted from the previous client [change Domain from domain.com to domain domaintransferredtoclientMMYYYY.com (where Client = the new client,MM = month and YYYY = year, no spaces between, no upper case letters!)]

    2. Change to standard task: for location transfers, redirects for locations being deleted from the previous client are performed by the WB, not by Customer Care. But, Customer Care remains responsible for QA'ing the redirects. So, once informed by the PM that the domains under the new client have been added, QA that the redirects submitted by the WB are working correctly.

 

https://docs.google.com/document/d/17mxVNyL56D_YwqozjovDbhbvpF5rYScJbpSW14oLDE0/edit?usp=sharing