Since mid April 2021 Wingtra offers to its clients Wingtra Basic and Advanced Operator Course. What tasks the Support team has within the courses, and what to do once the client enrolls it, read in the article below.
All Operator courses, both for onboarding the new distributors or doing online training for end-users, are tracked through:
- ClickUp - as a task in Onboarding training pipeline, a trainer is assigned to Technical training subtask.
- Hubspot - as a ticket in the Online course pipeline, a trainer is assigned to the ticket as ticket owner.
Once the deal has been closed and shipment is cleared, the coupons are sent to trainees, and in parallel HS will automatically trigger a ticket that will be assigned to the CSM of the company. What steps are done before, please check in this Knowledge base article.
After a ticket is created, it will automatically move through the states depending on the events that trigger status changes. Despite the process being automated, the ticket owner should monitor the ticket and do certain actions.
In case you face any difficulties while onboarding distributors (e.g. a distributor doesn't have time to do the courses) put a note and tag Zoran.
The stages
Invitations sent - trainees have been sent invitation emails
For onboarding of a new distributor, once the ticket is triggered, send an intro email using the template Online operator course - introduction where you will give them a warm welcome and invite them for a sync call. In case they do not get back to you give them a call and set the date or do sync immediately.
The agenda of a sync call is:
- Introducing yourself as their CSM who is in charge of their company
- Explaining the online courses workflow
- Explaining after the online part is done, you are going to do a follow-up call(s) - it is recommended to immediately schedule the date when that happens so the reseller is pushed to finish the course ASAP
- Reminding to reach Wingtra Support in case they have any issues with enrolling or with the courses itself
Log the call as Digital training and put the notes on what has been discussed.
Sales are going to inform the trainer who is the main contact. For end-users, skip the call.
If the ticket is in this stage for more than 2 weeks, a task is assigned to the ticket owner to check with the main contact person if there are any roadblocks. The ticket owner should do the following:
- Send 2x follow-ups using the template Online operator course - invitations sent - follow up, 1x call. If a distributor is still unresponsive, escalate to sales.
Training in progress - the first person starts training (automatically changes)
If the ticket is in this stage for more than 3 weeks, a task is assigned to the ticket owner to check with the main contact person if there are any roadblocks. The ticket owner should do the following:
- Send 2x follow-ups using the template Online operator course - training in progress - follow up, 1x call if a distributor is still unresponsive, escalate to sales. In the email/call emphasize that all trainees should do the training in order to do the follow-up calls happening after the course is done in the right way.
In case if distributor specifies not everyone who is interested in doing a course will participate in the call, CSM manually move the ticket to the next stage
Course completed - one of the participants has completed the course(s) (automatically changes).
One week after the trainees are done with the course, a task that reminds the ticket owner he should reach the distributor/end-user (email or call) and schedule the follow-up calls with Q&A session using the template Online operator course - course completed. For end-users, a follow-up call is not mandatory, so in case an end-user is not interested, skip it.
- Follow up calls
Before enrolling in the course, the trainees are instructed to prepare all open questions or specify if something is unclear and send an email to support@wingtra.com with the subject OnlineCourseNameOperatorTraning_YourCompanyName. After receiving the email,
Wingtra Instructor should review the questions and contact back the client as soon as possible, normally within one working day.
The agenda of the call is:
- Go through all open questions sent in advance or asked during the call
- Once done with Q&A, explain as part of our Customer Success Strategy we are going to have regular Periodic calls where we are going to check the fleet status, roadblocks, inform them about the news from our side, etc.
- Exercises
After finishing the courses the trainees should do the practical exercises. In Basic course the focus is on flying and geotagging, while in Advanced the focus is on advanced flight planning and post-processing. Make sure you are familiar with the exercises so you can discuss them during the Q&A session.
Training done - close the ticket once calls are done or the distributor is not interested (manually change). Close Technical training subtask in master CU task.
Training done (unresponsive) - close the ticket in case the end-user is not responsive. Close Technical training subtask in master CU task.