Onboarding Process

Owned by Elleni, Anna
Last updated: Feb 15, 2024
2 min read

This document summarizes the main activities performed during the phase of onboarding & maintenance of a new market in RBI CRM services. The tasks depends on the package & deliverables agreed

Meeting / Task

Description

Cadence & Duration

Attendees

Meeting / Task

Description

Cadence & Duration

Attendees

Pre-work

Franchisee to complete the questionnaire
Franchisee to provide access to the relevant tools
RBI to provide access through test flight to the app

One off

NA

Onboarding - Business

The meeting has the objective to:

  • Introduce the team

  • Review list of deliverables

  • Define ways of working & tools to be used

  • Define ceremonies date & time

  • Creation of a project tracker

One off, 1 hour

RBI + Agency + FZ

Onboarding - Tech

The meeting has the objective to:

  • Review data structure & market set up

  • Identify any blockers

One off, 1 hour

RBI + Agency + FZ

Onboarding - Marketing

The franchisee presents their marketing calendar and their priorities for the year. The outcome should be an aligned CRM calendar that supports the marketing pillar

One off, 1 hour

RBI + Agency + FZ + FZ Marketing Team/Agency

Priorities Alignment

The weekly routines aims to:

  • review priority

  • Review of the templates the clients might want to adopt

  • align next steps & ownership

  • [ad hoc] review results

Monday.com is used to track prios & processes

This is individual for each market

Weekly, 30 minutes

RBI + Agency + FZ

Results Review

It has the objective to:

  • Review CRM KPIs

  • Review monthly performances

  • Consolidate learnings from A/B testing

  • Insipration

  • Align next steps

This is individual for each market

There is a standard reporting document adopted across markets

Monthly, 1 hour

RBI+ Agency + FZ + Leadership Team

Loyalty & CRM Master

Full day in person where all digital leads meet to share learnings, best practices, trends

Yearly

RBI+ Agency + FZ + Leadership Team

Cross-markets sharing

RBI CRM Services all markets meeting to share initiatives, trends or news within RBI CRM services and create

Quarterly

RBI+ Agency + FZ + Leadership Team

RBI Brand Meeting

RBI Marketing team presents brand priorities from both a product and communication/values standpoint, to ensure the agency & RBI are aligned on the overarching strategy and guide the markets towards a common objective

Quarterly

RBI+ Agency

RBI Tech Meeting

RBI tech team presents any relevant update regarding the RBI App/Web, data plan or anything that might be affecting CRM related metrics or could impact business results

Quarterly

RBI+ Agency

Resources