Second PM Work Instructions PDF

About the project WAcademy is a project run in partnership with Getspace as the web hosting provider. We aim to train young individuals in website development and WordPress; therefore, we run courses in these fields. We have offices in the EU countries such as Ireland, Lithuania, Poland, and Romani...

About the project WAcademy is a project run in partnership with Getspace as the web hosting provider. We aim to train young individuals in website development and WordPress; therefore, we run courses in these fields. We have offices in the EU countries such as Ireland, Lithuania, Poland, and Romania; however, we are a global academy with students all around the world. What do we offer? Our students need informational websites or online stores to design as a part of their training. We accept small businesses, freelancers, and entrepreneurs to our program as participants and we give them a chance to get their websites designed for free. Our participants can be from anywhere in the world. We assign accepted participants a student and a project manager, so they can provide your content and insights on the website. We give our students a maximum of 30 working days to build it. In the process, we share the draft, so participants can give their feedback and ask for changes. Once the website is complete, we give you all the control back with a tutorial, so our participants can manage their own website. Our qualified project managers will be there to support our participants in this process. The only cost would be for the domain and WordPress hosting of their website. Conditions and limitations for participation: -​ Participants have to get the hosting services from our partner, Getspace, at least for the first year. -​ We do not edit existing websites, so we need to start from scratch. -​ We have to use WordPress hosting and we build only WordPress websites. (No Wix, Weebly, Squarespace, etc.) -​ It has to be an informational website or an online shop. Company hierarchy As we have already mentioned, we have offices in different countries, and we work with different markets. One thing remains the same - we have a very similar or identical departmental structure within a company. Sales department - our colleagues in the sales department sell Getspace hosting services. They are responsible for the entire process of communicating with potential customers from the first call to the closed sale.​ Every salesperson receives Facebook Leads and works with them every day. When leads are closed it becomes deals. Sales managers send deals to the project management team to start the project process. Project management - project management team is the glue that holds all our projects together and ensures quality and objectives are met on time and on budget. The position of project manager connects the customer and the internal processes of our company ensuring the smooth running of the project process.​ ​ We receive new deals from the sales department. New deal = new client. The first step - send a welcoming letter to the client and add information to your master sheet. Design department - design team is responsible for developing, repairing, and resolving project-related issues. The design department consists of two parts:​ 1.​ students who have just begun their journey, are ready for improvement and work with real projects. Our students are fully prepared to create a professional website that meets the set project limits; 2.​ experienced designers who have been working in our company for a longer time. Designers can handle larger projects in terms of both - scope and functionality, logos and branding, and other graphic tasks.​ When we receive all information from the client (PIF, adjustments) we create a task and delegate it to the designer. you will work shoulder to shoulder with colleagues in this department. The more accurate and clear the information, the smoother the development process. Therefore, always be sure that the information is clear and only then delegate it to the designer. Developers department - are doing all the work which requires programming skills. Keep in mind that all the work they do is above the project limits. Programmers find solutions for the functionality of the customer's needs, prepare price calculations, and ensure a smooth work process and testing. Working with this department requires a great deal of understanding, you need to fully understand what the client needs in order to communicate this to the programmer. Support department - support team solves problems related to all types of hosting services and responds to customer tickets. Also resolves situations involving domains, inboxes, and other infrastructure issues. At the same time, support takes care of customers and helps maintain the smooth running of our own internal processes. So if you have any tech-related issues, address them to the Support department. For better understanding, we will give you one common example: Before we release the website we need to have a domain located in our servers or make sure if the client bought it from Getspace. If they have a domain elsewhere, we write the client: For technical questions (domain operation, website hosting, email creation and management), please contact the support team by email: [email protected] and kindly inform me once it's completed. Marketing - works with our company content marketing strategy and its implementation, external communication, takes care of leads generation process and communication, sets email marketing campaigns, etc. Directors / SEO - Works with company strategic areas, takes care of administrative and financial matters, sets goals, etc. Tools we are using 1.​Bitrix24 Will probably be the most used tool for you. Bitrix is a united work space that handles the many aspects of daily operations & tasks. CRM, project management and company communication. To give you a better idea of how Bitrix works, we've created a few short videos. Learn about the key features here - BITRIX. Deals is one of bitrix features that can help project managers, you can check here how to work with deals. 2.​WHMCS What is WHMCS? In short - billing and automation platform for web hosts and domain registrars. On this platform, you will find all our customers, their contacts, company information, already purchased services, etc. Learn more about functionality here - WHMCS. 3.​Webmail We use email as the first channel of communication with the client. Even if certain project terms or procedures have been agreed over the phone, write a summary letter of what you discussed. So that no information is lost and all customer comments and agreements are easy to find. Email signature example: Sincerely, Ernesta Project manager +447786475307 [email protected] 4.​SupportPanel We use this tool for support team and customer communication tracking.  5.​Reports You will have your own report where you need to track all the results. Instructions on how to connect and use it can be found here. Project limits Website Service is oriented to create a complete, modern online presence for the customer based on a WordPress content management system. Website design service i Includes these features: 1.​ Installing and configuring WordPress; 2.​ Creating an elegant and responsive website that meets the latest global trends; 3.​ Creation of up to 12 subpages; 4.​ Creating a unique home page; 5.​ Creating a unique subpage template; 6.​ Creating a unique contact subpage;  7.​ Creating a unique gallery subpage; 8.​ Placing information on subpages (up to 12 A4 pages of text written in font size 12 and/or up to 12 multimedia files (e.g. photos in.jpeg,.jpg,.png,.gif format)); 9.​ Logo placement; 10.​Adding a Favicon icon; 11.​Selecting the text font; 12.​Website responsiveness; 13.​Added Google maps; 14.​Adding links to social media pages (maximum 5); 15.​Adding a contact form (up to 10 text fields, e.g. name, company name, phone number, e-mail address, subject, message content, etc.); 16.​Hosting an approved website on the Participant’s domain; 17.​Website design does not include writing or editing texts of the website as well as editing media files. 18.​Website design is produced in 30 working days after filling out the project information form. Online store Service is oriented to create a fully functional, complete, and modern online store for the customer based on WooCommerce. Online store design includes these features: 1.​ Installing and setting up WordPress, design framework, and WooCommerce; 2.​ Creating a fully functional, elegant, and responsive online store that is compatible with the latest global design trends; 3.​ Creating up to 12 informational pages; 4.​ Creating a unique title page for the website; 5.​ Creating unique inside pages; 6.​ Creating a unique contact page; 7.​ Creating a unique gallery page (not catalog); 8.​ Placement of information to these pages (up to 10 A4 pages of text written in 12 size and/or up-to 10 media files); 9.​ Creating up to 5 product categories; 10.​ Picking the right media for slider or first section; 11.​ Adding up to 16 products (up to 5 pictures per product); 12.​ Adding cart function; 13.​ Adding check-out page; 14.​ Adding payment gateway fully compatible (available free plug-in) with WooCommerce - Paypal, Stripe, Paysera, etc. 15.​ Uploading the logo; 16.​ Uploading the favicon; 17.​ Picking font of the text; 18.​ Responsiveness of the online store; 19.​ Google map integration; 20.​ Social network pages integration (up to 5); 21.​Contact form integration ((3 different types to 10 fields for text information, for example, name, company name, phone number, e-mail, subject, text, etc.);a 22.​Website design does not include writing or editing texts of the website as well as editing media files. 23.​Website design is produced in 25 - 30 working days after filling out the project information form. 24.​The client must provide all the login details and information necessary for payment gateway integration. If the client does not provide this information with the project information form or within 15 working days, Wacademy completes the online store design service without payment gateway integration. micProject management process -​ New client. From the sales department in the group chat, we receive client card (WHMCS) links or deals; -​ Information tracking. When you get a new client - add details to your master sheet immediately; -​ Welcome letter. Send a welcoming letter with project information form and instructions; -​ PIF checking. Once the client fills up the online form you must check it properly and inform the client if any corrections need to be done or we can begin with the project; -​ Upselling - addons. In this part, we already can understand what the client needs and offer extra addons - language integration, logo, live chat, etc.; -​ Upselling - extra functionality. In case there is any extra work like a programming part - we ALWAYS create a subtask to get price calculations made from developers. In this part make sure you fully understand what the client needs and create tasks with clear and specific information. If the client agreed to extra cost, we charge the client in advance and continue with the project; -​ PIF status change. Change the status in the project information form - ready for development from check; -​ New Bitrix task. The tasks name should be the domain name. For example, Create new tasks in Bitrix from deals section (add URL of online brief and client card - WHMCS link -​ Must know: all tasks information -​ Website testing. After the website is created we must check the website properly - all functions are working, buttons and pages are clickable and open without any errors. No information is missing. Make sure everything works on both - desktop and mobile versions.  If there is anything undone urgently, delegate the task back to the designer - you can pm the designer for asap fixes. -​ First website version - once the website is ready and fixed we send the first version to the client for review (we are sending ONLY test version link without ANY logins). -​ Website fixes. When you receive a list of fixes from the client - you must check if they meet project limits, if so we add fixes to the task and delegate it to the designer. Set min. 7 days deadline. -​ Upselling. If the fixes are above the limitations, we must inform the client for extra charges to be made. If they agree we charge the customer in advance, after the payment we send the project back to the designer or developer for extra work on the website; -​ Final review. After corrections, we send the link to the client for final review (we are sending ONLY the test version link without ANY logins). -​ Website launch. Once we receive confirmation from the client we launch the website and send all logins and instructions; -​ Add 2 business days deadline. -​ The project is done. We can offer extra services like internal SEO, website optimization, etc. Workflow tracking Deadlines ​ Keep in mind that our own deadlines inside the company may vary. Deadlines can change constantly depending on the current situation, the number, and the scope of projects. However, the terms given to the customer and specified in the contract may not change: -​ we inform the project will be done within 30 working days; -​ when we send the first version of the website we inform the client of corrections; will be done within 7 - 14 working days;  -​ for publishing the website it could take 2 working days; -​ for programming, part depending on the actual work from 5- 10 working days; In case of delay, we inform the customer about it before the deadline. Master sheet​ This sheet is important because in this table you will record every customer you have interacted with. In case the customer contacts you, you will find all the marked information about that customer using the search function. Also, this form is very helpful for following the process when the client is already closed, but we continue to work with him. In the master it is important to have statuses in color such as web corrections / new project / done / form is sent / etc. Upselling Upsales is important part of our job. Each month, each project manager has a set goal to achieve (for example 2200eur). To achieve this, we have a consistent structure in which we offer additional functionality to customers. 1.​ The first round of upsales - after the customer fills in the project information form (PIF). ​ When we receive the completed project information form, we check whether the provided information exceeds the project limits, in which case we inform the client that what is above the limits will be charged.​ We also check the plugins section to see if the customer has indicated they are needed. If the customer has chosen the services, we inform the customer about the process and their prices. 2.​ Second round of upsales - when we receive fixes. ​ After receiving fixes from the client, we check whether they meet the limits of our project. If not, we will inform the client about the process and prices. 3.​ Third round of upsales - when the project is already closed. We provide suggestions to the client - which would improve the operation and functionality of his website. For example - internal SEO, website optimization, etc.  4.​ Fourth round of upsales - after a while, once the project is closed. ​ We offer the customer additional functionality or plug-ins. Extra services If clients need to add more information, for example - add more pages, media files, upload texts, and purchase more fixes. In such a case, the project manager (together with the designer or developer) needs to calculate time and provide a price based on an hourly rate. If the client needs extra plugins or services, for example - live chat integration, additional language integration, etc. These prices you can find in a prices table, If not, this service also needs time and price calculation. For some services you will need to gather information from the client to proceed. Information about upsells Comments on what is this product, why the client needs it, and when the client needs its Internal SEO: Internal SEO is the practice of optimizing web pages to improve your site’s search engine rankings and organic traffic levels. Our service includes optimizing your headlines, HTML tags (title, meta, and header) and images, accounting for every aspect that improves your website’s search result visibility. We also ensure your site displays the highest possible levels of expertise, authority and trustworthiness. Google Analytics: Google Analytics provides a wide range of valuable real-time metrics. Use Google Analytics to see how visitors behave when navigating your site, the number of times visitors viewed your web pages, as well as rankings of your posts by popularity and other filters. There are few better solutions for truly understanding the sentiment of your users. Instagram or Facebook feed Engagement is the #1 buzzword when it comes to having a successful business in 2022 – and that means making sure all of your customers are aware of your brand’s social media presence. By integrating your social media news feed and website, all new social content posted will feature on your site automatically. The result is an inspiring resource base for customers to enjoy returning to frequently. Promotion pop-ups Promotion pop-ups notify your customers about any relevant information you would like to share. Maybe you have a promotional code or would like to announce some exciting news? In a world of short attention spans, pop-ups are your best tool to catch the attention of your users and do so in the most inspiring manner possible. Invoice for e-shop An E-shop Invoice function is a necessity for anyone running an e-shop. If your client purchases a product via your e-shop, this feature automatically sends an invoice to the buyer’s email. Imagine how much time you’ll save by never having to worry about creating manual invoices again! Wordpress maintenance We understand not everyone has the time to take care of their website. After all, you have a business to run! Let us look after your website’s daily maintenance. We suggest ordering a WordPress maintenance service - with this service we will take care of the following: - Regular updating of plugins / modules on the site - WordPress system update - Proper site security is ensured - Consulting related to the maintenance of the WordPress website Newsletter with Mailchimp integration Mailchimp for WordPress includes a suite of tools for creating forms, managing email lists, and sending automatic newsletters to your visitors. Live chat ( Facebook live chat or https://www.jivochat.com/ ) Live chat provides your customers with a direct line to you – where they can ask the questions they need to be able to make a decision on your product or service and solve any problems they may have. Wishlist Allows your customers to create lists of products they want and share them with family and friends. Wishlists are one of the most useful features of an ecommerce shop and a powerful marketing tool. It encourages users to come back, allowing them to track products they consider interesting. https://yithemes.com/themes/plugins/yith-woocommerce-wishlist/ Renewals Renewal is a service for a client who is already using our servers and pays a subscription for the next month or year (it can be monthly, 1, 2, or 3 subscriptions). There are separate plans for an Online store and a Professional Website (info page). Plan Star and Plan Constellation - For Professional Website. Plan Space - For Online store. Every customer is informed about the extension of the hosting service by an automatic letter one month (30 days) before the expiration of the purchased hosting services. After this notification, the customer receives several more automated emails about the extension of the hosting services. However, customers tend to ignore automated emails or receive them as spam. For this reason, each project manager is responsible to ensure that their customers will renew their hosting services. Every month Responsible person provides a monthly report from the WHMCS system that lists all clients who have to extend their services that month. How to work with Renewals? ​ INSTRUCTION FOR PROJECT MANAGER Each month, the responsible person will send you a prepared renewals table. In this table, project managers distribute their clients and share clients that do not belong to anyone.​  1.​ First of all, mark your own clients. You can do this by adding your name next to the customer in the Responsible PM column; 2.​ When you and the other project managers each put your name next to the clients, then you'll see the rest of the clients that neither of you has worked with before. Share them. 3.​ Once all the customers are shared, it's time to contact them. Contact all of them by email. Use the same email address that you use to communicate with your clients. ​ 4.​ Send emails informing the client about the expiring term of the hosting service. Renewal emails usually are sent at the beginning of the month. It is always better to inform the client before we charge them. Email templates are provided below. If the client has not paid the monthly payment TITLE Reminder - We’re still waiting for your monthly hosting payment EMAIL Dear NAME, My name is XX and I’m part of the WAcademy team. I’m writing today to remind you that there is one unpaid invoice for this month's hosting. I kindly ask that you log into your Getspace account here and pay the invoice. If the invoice is not paid then hosting will soon be terminated by Getspace. This will mean that your website will no longer be live, and you risk losing all the data of the site we have created for you. If you need any support, just reply to this email and we will be delighted to help you out. Regards, XX WAcademy If the client has to pay a hosting fee + the domain name TITLE Reminder - We’re waiting on your hosting and domain payments EMAIL Dear NAME, I hope my message finds you well. ​ ​ My name is XX and I’m contacting you from WAcademy today to remind you that there are two unpaid invoices that require your attention. The invoices are as follows: -​ Hosting period Plan Space (DA) - domainname.com (2022/09/30 - 2023/09/29) -​ Domain name Domain Renewal - domainname.com - 1 Year/s (2022/10/05 - 2023/10/04) + ID Protection I kindly ask that you log into your Getspace account here and pay the invoice before the XX th of XX. If the invoice is not paid then hosting will be terminated by Getspace. This will mean that your website will no longer be live, your domain no longer be yours, and you risk losing all the data of the site we have created for you. If you need any support, just reply to this email and we will be delighted to help you out. And if you no longer wish to use these hosting services or maintain your domain name, please let me know and we can address this as soon as possible. Regards, XX WAcademy If the client has to pay only for the hosting TITLE Reminder - We’re waiting on your hosting payment EMAIL Dear NAME, I hope my message finds you well. ​ ​ My name is XX and I’m contacting you from WAcademy today to remind you that there is one unpaid invoice for the hosting period: Plan Constellation – domainname.com (2022/09/08 - 2023/09/07). I kindly ask that you log into your Getspace account here and pay the invoice before the XXth of XX. If the invoice is not paid then hosting will be terminated by Getspace. This will mean that your website will no longer be live and you risk losing all the data of the site we have created for you. If you need any support, just reply to this email and we will be delighted to help you out. And if you no longer wish to use these hosting services, please let me know and we can address this as soon as possible. Regards, XX WAcademy 5.​ What to do if the client wants to cancel a subscription? -​ Mark in red those customers in a table who will not use the services anymore; -​ If the client is using automatic payments (Paypal/credit card) send an instruction on how to cancel the subscription; -​ If a customer no longer uses our services, the last step is to inform our support team that these customer services need to be disabled; -​ IMPORTANT. If the customer does not want to upgrade the hosting services due to the high price, we can offer a cheaper - SSD hosting plan. You will find hosting prices below. 6.​ If the client wishes to downgrade his hosting plan, first of all, you must contact our support team, to find out if we can offer an SSD hosting plan. If so pick the plan, and create a new invoice for the client.​ Always ask for proof of payment. WordPress hosting plans Plan STAR (For info page. 1 domain, 1 website, 10GB disk space): 1 year - 7 eur/month. (total price – 84EUR+VAT and 39EUR+VAT one-time installation fee). 2 years - 6 eur/month. (total price – 144EUR+VAT and 29EUR+VAT one-time installation fee) 3 years - 5 eur/month (total price – 180EUR+VATand 29EUR+VAT one-time installation fee) Plan CONSTELLATION (For info page. few domains, few websites, unlimited disk space): 1 year - 9 eur/month. (total price – 108EUR+VAT and 49EUR+VAT one-time installation fee). 2 year - 8 eur/month. (total price – 192EUR+VAT and 29EUR+VAT one-time installation fee) 3 year - 7 eur/month (total price – 252EUR+VAT and 19EUR+VATone-time installation fee) Plan SPACE (For Eshop. few domains, few websites, unlimited disk space): 1 year - 15 eur/month. (total price – 180EUR+VAT and 129EUR+VAT one-time installation fee). 2 years - 13 eur/month. (total price – 312EUR+VAT and 109EUR+VAT one-time installation fee) 3 years - 11 eur/month (total price – 396EUR+VAT and 99EUR+VAT one-time installation fee) SSD hosting Plan PLANET (For info page. 1 domain, 1 website, 10GB disk space): 1 year – 4 eur/month. (total price - 48EUR+VAT) 2 years – 3 eur/month. (total price - 72EUR+VAT) 3 years – 2.5 eur/month. (total price - 90EUR+VAT) Plan GALAXY (For info page. few domains, few websites, unlimited disk space): 1 year – 6 eur/month. (total price - 72EUR+VAT) 2 years – 5 eur/month. (total price -120EUR+VAT) 3 years – 4.5 eur/month. (total price - 162EUR+VAT) Plan COSMOS (For Eshop. few domains, few websites, unlimited disk space): 1 year – 12 eur/month. (total price - 144 EUR+VAT) 2 years – 10 eur/month. (total price - 240EUR+VAT) 3 years – 9 eur/month. (total price - 324EUR+ VAT) All Hosting plans and prices you can find on our official Getspace and Wacademy pages.