This stage indicates an account is testing out the Orion system before purchasing the services at no cost. Pilots are usually 90 days in length. The goal of the pilot is for the potential customer to experience the platform, how Orion identifies high risk driving and helps create a plan to work with the potential customer to address behaviors, and any operational processes the GPS/Camera technology may support.
An account in the “Onboarding” stage will have had a signed agreement in place with Orion to cover their service. These accounts could be in various stages of implementation - still need to install units that have been sent, in between install & baseline, organizing training for users, implementing coaching programs, etc. This stage is all encompassing from time an agreement has been signed to when the operational and coaching setup has been completed.
This stage indicates that the account is fully implemented with services and features that it is using in the Orion system. These accounts should have regular outreach to the point of contact from their Customer Success Rep indicated in their account profile.
An account in an “Upsell” stage is looking at features to expand their level of service. An example of this is moving from GPS to Cameras.
An account on our “Watchlist” has provided information that they are looking at other vendors for competing services.
When an account reaches out to cancel their service with Orion:
Step 1 Email From Recipient of Request
Hi <Name>,
We have received your notice below and are sorry to see you go. Our billing department will be in touch with a final invoice for any remaining service on your contract term. Thanks
Step 3 Email From Billing
Hi <Name>,
We received your Orion service cancelation request. Attached please find your final invoice for the remainder of your service term through <X date>. Also, please collect your vehicle monitoring devices and return them to the address below:
Orion Fleet Intelligence
1100 E Hector Street, Suite 396
Conshohocken. PA 19428, USA
Thanks.
Billing
When fielding a non-Cover Whale inbound customer success or support call, we want to log the call in the Customer Success Activity Grid
There is a parent-child relationship between Activities and Focuses. Below is a list of current relationships. We can always add more. Reach out to Chris with suggestions.
|
Activity |
Focus |
| Account Health | Account Setup/Implementation |
| Account Health | Address Verification |
| Account Health | Camera tilt |
| Account Health | Device Installation |
| Account Health | Device Troubleshooting |
| Account Health | Improperly Aligned Camera |
| Account Health | Non-Reporting Devices |
| Account Health | Review OGM Setup |
| Account Health | Update Users/Reports |
| Coaching | Aggressive Driving |
| Coaching | Hard Braking |
| Coaching | Lastweek Best 4K |
| Coaching | Lastweek Speed Zero |
| Coaching | Speeding |
| Coaching | Worst 4K |
| General Requests | New Orders |
| General Requests | Report Request |
| General Requests | System Training |
| General Requests | UI Request |
| General Requests | Video Request |
| Program Meeting | Account Review Completed |
| Program Meeting | Account Review Scheduled |
| Program Meeting | Baseline |
| Program Meeting | Camera Demo |
| Program Meeting | Coaching Reset |
| Program Meeting | Coaching Touchpoint |
| Program Meeting | Distributed Coaching Setup |
| Program Meeting | Kickoff |
| Program Meeting | Pilot Results |
| Program Meeting | Schedule Account Review Call |
| Program Meeting | Schedule Account Review Meeting |
| Program Meeting | Training |
| Return Devices | Return Devices |
The kickoff call is a short 20 minute call where the Customer Success Rep is introduced to the account. This call is used to review the program, set expectations, and learn more about the accounts fleet so they can provide appropriate service.
Training is normally combined with the Baseline call but can occur whenever a customer needs help with the system. The CSR will walk through applicable areas of the system to the end user through a screen share.
The Baseline meeting is a 20 minute meeting where Orion provides an analysis of the 4 main areas of safety (Speeding 11+ MPH, High Speeds 70+ MPH, & Aggressive Driving) for a fleet and suggests where coaching targets should be focused, if necessary. The data provided in this baseline is the starting point and initial indicator for where the high risk driving behavior is concentrated within a fleet.
This meeting is only scheduled for accounts that are in a sales process and piloting the system. This is a short 15-20 meeting that is meant to be used as a way to wrap up the 90 day pilot providing the account visibility into how the Orion system can help with managing driver safety through their coaching results in the previous weeks following the Baseline call. This is where Orion asks the account for the business.
This call is used to help lay out the operational hierarchy in the Orion system and map the appropriate users to the correct groups and reporting structure.
Also known as a “Trend Review”, this meeting is a scheduled touchpoint call to share recent safety data with the fleet manager/main point of contact, in addition to new features and updates within the Orion system. It should occur on a routine basis throughout the year in accordance with the accounts renewal date.
1. Email speedlimits@orionfi.com with an override request. The request must contain an excel file of the speed limit report exported from our Interactive Reporting Engine listing the events in question. The road name(s), vehicle(s) and date(s)/time(s) of the incident(s) must be in the report.
2. Support receives the request and applies the override(s).
3. Support replies to the original email letting customer success and Chris know that the override has been applied.
4. Chris updates history to reflect the override.
5. Chris replies to support and customer support to let them know that history has been updated.
6. The person who originally submitted the speed limit override request runs a speed limit report in our system to ensure that the historical events have been properly updated. If the events have been updated as expected, contact the client to let them know that we have taken care of their request. If the events are still showing with incorrect speed limit data, contact Chris directly for escalation.