Patrik Miriam

STANDARD OPERATING PROCEDURE (SOP) SOP Title: Client Onboarding, Device Installation & Vehicle Tracking Services Document ID: SOP-RTS-01 Effective Date: Prepared by: Miriam Patrik Approved by: 1. PURPOSE To establish a standardized process for onboarding clients, installing tracking devices, and delivering reliable vehicle tracking and fleet management services. 2. SCOPE This sop applies to all Roosevelt tracking solutions staff involved in client consultation, GPS installation, platform setup, monitoring, and ongoing support. 3. ROLES/RESPONSIBILITIES • Sales Team: Engages clients, documents vehicle and contact details, initiates onboarding. • Installation Team: Installs GPS tracking devices, ensures devices report correctly. • Technical Support: Sets up user access, trains clients on platform features, resolves issues • Billing & Finance: Manages subscriptions, invoicing, and payment confirmations. • Logistics Team: Coordinates inventory and device allocation. • Account Manager: Provides ongoing client support and service upgrades. 4. PROCESS WORKFLOW 4.1 Initial Client Inquiry and Consultation • Receive client inquiry via phone, email, social media, or website. • Record client details, fleet size, and tracking requirements in the CRM (HubSpot). • Schedule a needs assessment call or meeting within 24–48 hours. • Explain available tracking features (e.g., real-time location, fuel monitoring, speed alerts). • Forward consultation summary to the Account Manager for proposal development. 4.2 Proposal Creation and Quotation • Draft a customized proposal using data from the Sales Team. • Include service scope, duration, tracking package, and pricing breakdown. • Generate and send the quotation within 2 business days of consultation. • Respond to any client questions or modification requests. • Upload the proposal and client response into HubSpot CRM. 4.3 Agreement and Contract Signing • Upon client approval, prepare the formal service agreement using DocuSign. • Ensure contract includes data privacy policy, service terms, installation schedule, and payment plan. • Billing & Finance sets up the client’s profile and confirms initial payment method. • Send a welcome message confirming service initiation and next steps. 4.4 GPS Device Installation • Logistics Team prepares and allocates the required number of GPS tracking devices. • Schedule installation at the client's preferred time and location. • Installation Team installs devices professionally and ensures each one is active. • Conduct real-time system tests (signal strength, ignition tracking, etc.). • Update status in Trello/ClickUp and notify the Technical Support Team for setup. 4.5 System Configuration and Client Training • Configure the client’s dashboard (mobile and web) on the Tramigo platform. • Set up tracking parameters such as alerts for speed, idle time, geofencing, and maintenance reminders. • Provide one-on-one training session with the client (in-person or virtually). • Share platform user manual and login credentials. • Confirm system functionality and user readiness. 4.6 Live Monitoring and Service Activation • Client begins real-time monitoring using the assigned dashboard. • Technical Support monitors for initial issues and ensures smooth activation. • Handle first 7days check-in and address any user issues or feedback. 4.7 Monthly Support, Reporting, and Maintenance • Send monthly activity and performance reports to the client. • Provide support through Zoho Desk for any technical issues or inquiries. • Schedule device health checks every 3–6 months or as needed. • Replace or repair faulty devices on-site with Logistics/Field Support team coordination. • Offer upgrades, new features, or training refreshers based on client feedback. 5. TOOLS TO BE USED Category Tools/Platforms CRM HubSpot CRM Project Management Trello, ClickUp Tracking Software Tramigo Mobile App Documentation & Reporting Google Workspace (Docs, Sheets, Drive) Client Support Zoho Desk E-Signature DocuSign Communication Phone, Email, Google Meet 6. KEY PERFORMANCE INDICATORS (KPIS) • Installation Completion Rate 100 % of devices installed within 3 days of contract. • Tracking Uptime 95 % of devices online and reporting correctly. • Client Satisfaction Score (CSAT) 90% Measured via periodic feedback. • Support Response Time 24-48hrs Average time to respond and resolve issues. • Device Failure Rate 5% of devices needing replacement or repair. • Retention Rate 90 % of clients renewing or extending services. 7. RECORDS MANAGEMENT All client files, contracts, support logs, and installation records are stored in HubSpot CRM and backed up on Google Drive. Reports are generated monthly and archived. 8. REVIEW AND COMPLIANCE This SOP must be reviewed every 12 months or upon introduction of new services or software. All staff must be trained on updates and maintain compliance with company and data protection standards. End Document