360 Service Bundle Process - Sign Up, On-boarding Setup & Off-Boarding

This is everything laid out step by step to facilitate the lifecycle of the 360 Service Bundle

Owner Marketing Materials 

https://support.acmehouseco.com/owner-partners/maintenance-plan-overview

Owners Sign the 360 Service Bundle Agreement

• Owners can sign up by going to this Knowledge Base Article on the Owner-Partner knowledge base
• From there they can read more about how the Plan works, what's included and any FAQ's
• If they'd like to move forward then they can submit their info on the form in the "Maintenance Plan Overview" knowledge base article to get the process started for Ken to get them a Quote/Contract to sign.
• Once signed a Quote/copy of the contract is created on their HubSpot Deal associated to their HubSpot Rental property
  

  - Go to HubSopt and go to "Sales" tab then "Deals". Then search for the property address in the appropriate Pipeline "Onboarding / Live" Deals view

  - Open the corresponding deal and add a Quote in the right management menu. The Quote Titled "Maintenance Plan - Q3" should be added. From there follow the prompts to add the signer(s) that represent the property.

Setup on Internal Systems

Once the HubSpot Maintenance Plan Agreement has been signed and Quote is created then a Task will be added to the Deal assigned to the Property Agent Team to execute a few next steps within our internal systems:

Breezeway

1. Add Property Tag - We then add property to property tag “MAINTENANCE PLAN” in Breezeway. This tag is how our team knows to not bill for items labeled Owner but are under $75.
2. Create Maintenance Task with Task Template "Maintenance Plan Data Gathering" - This will enable the Engineering Dept to go to the Property to collect information like the MAC Address and Serial of the existing Spectrum equipment, also determine if we can use the existing Mesh Hardware or if we should order new Hardware. As well as if we can remove the Cable Boxes and move to Roku Sticks for Spectrum App access for Guests. 

Track

• In Track we need to create a “Recurring Work Order” for the Maintenance Plan Fee
  
  • Login to Track - https://acmehouseco.trackhs.com/dashboard/
  • Go to "Maintenance" select "Recurring Work Orders"
  • Create "Recurring Work Order" by selecting the button in the top right
  • Select from the corresponding Room template with the price listed & save the Work Order. This will ensure that the property is charged the monthly Maintenance amount on their statement as a statement charge.

HubSpot

• • Signed 360 Service Bundle Plan Contract - The deal should have a signed Maintenance Plan contract under the Quote module on HubSpot.

Sage Intacct

• • Update the Owner contact info to have a Valid Credit Card on file. In the slower months where there isn't enough Owner revenue to cover the maintenance plan charge we will need to charge the Owners Credit Card on file to collect the excess funds.

Silicon Travel

We add the property to the Silicon Travel worksheet to get them added to the Cable/Internet bundle for the following month. 

Silicon Travel FAQ's

Q: How does the Billing work? Does the Owner need to keep their Spectrum account? 

A: Yes, the Owner should leave their account as-is, they should NOT cancel their account. Silicon Travel bills ACME for the live properties on the ACME Spectrum Bundle

Q: When can I expect my payments to move over. 

A: This takes anywhere from 30-60 days. If installed in current month you will receive a bill from Spectrum for the current month the next month as well as a statement charge from ACME for the maintenance plan in the following month post installation. If an Owner is signed up between the 1st-15th of the month they will receive a bill from Spectrum for the current month and next month from spectrum 

Q: What if the Owner needs a new Mesh System (Deco's) 

A: We will sell them up a Package listed below:

Q: Should Owners keep their Cable Boxes?  

A: NO, but it's their option. They would be saving $10/mo/cable box and $7/mo per Spectrum router if they took these out and went with a Roku Stick + ACME Router

Ongoing - How does this work on an Ongoing basis?

• We automatically deduct from the Owner Statement in Track the Monthly Maintenance Plan line item Ex. $289 for a 4-bedroom property
• During the Export/Import process from Breezeway to Track we reduce the price of the Work Orders under $75 to -$0.01 assigned to properties with the Property Group “Maintenance Plan” this way Owners can see the work being done and know they aren’t being charged for it.

Off-boarding the Maintenance Plan

• We need to send note to support@silicontravel.com with the property address to get them to remove the property from the bundle
• We need to remove the Maintenance Plan recurring Work Order from Track
• We need to remove the property from the group “Maintenance Plan” from Breezeway