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
On a monthly basis, we should perform a clean up of all the tools:
- Remove completed items from Monday.com
- Archive campaigns in Braze that are ended

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

Briefing Process

Step 1 - Brief

The briefing process normally happens over email. The franchisee provides the following inputs:

Date for campaign send out
Channel (email, push, IAM)
Description of the campaign
Any applicable incentive
Any visual already available
Links
Reference to existing template from the library that should be reused for the communication

Step 2 - Planning

According to the deliverables, the agency translates the request to Monday.com and defines ETA for the different steps and the Ownerships. Resources are then booked according to the planning.

The steps are:

Task	Owner	Day
Initial briefing delivered	Franchisee	D+0
Copy	Agency	D+2
Approval Copy	Franchisee	D+2
Deliver Translation	Franchisee	D+3/4
Design V1	Agency	D+5
Feedback	Franchisee	D+5
Design V2	Agency	D+6
Approval Design	Franchisee	D+6
Braze Integration	Agency	D+7
Test Email/Push	Agency	D+7
Approval Email/Push	Franchisee + RBI	D+7
Schedule	Agency	D+7
Go Live	Agency

Step 3 - Testing

Single emails/push notifications are tested asynchronously. We normally send out a Slack to alert the franchisee that the test email/push is incoming
If we are testing the monthly push notifications, we normally test them over a call as it’s more efficient to provide feedback
Similarly, if we test journeys (multiple emails) we also hop on a quick call / huddle

CRM Processes