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In this document we summarize the current processes as part of the RBI CRM Services. This has the objective to map the workflow as of today and identify improvements areas

Best Practices

  • Please ensure that RBI (aelleni@rbi.com) is copied in all the communication with the franchisee

  • Please avoid discussing invoicing/financial in front of the franchisee. Any issue with budget, or payment should be discussed separately with agency and RBI only

  • We refer at franchisee requests on deliverables as token. Each deliverable has a “fixed” token value associated. This allows RBI and the franchisee to manage the requests according to the budget dedicated to each market.

  • We can’t disclose data from one market to the other, unless we anonymize the country name or we have received permission

Tools

Tools

Usage

Monday.com

  • Tracking of deliverables status and tokens available

  • Planning of upcoming campaigns

  • Comments or updates are also published in Monday.com

Slack

  • Fast communication (e.g. franchisee is late for a meeting, we want to validate minor points)

  • We should not use Slack when we look for formal approval or confirmation

Email

  • Primary communication channel for briefing and approvals

WhatsApp

  • Urgent communication only (e.g. issue with a campaign, request of last minute edits).

  • We try to avoid leveraging direct communication channel as much as possible

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