Step By Step Explanations For Each Task Type

Artwork Follow Up - 

This task will pop up a few days after an order has been made if no artwork has been uploaded within a certain time frame. First, search the client’s email address domain and the order number in your email inbox to ensure there has been no previous contact regarding this order. 

If there has been no previous correspondence: You can engage in the email sequence in Hubspot. This will send out an automatic email to remind the client to upload artwork. If the client does not directly reply, a second automatic email will be sent out. If artwork has still not been sent out after a few days, a second task will be triggered in HubSpot. 

1. Mark task as completed.
2. Click the ‘email’ button on the left of the page in HubSpot. You should see a new email box pop up. 
3. Choose ‘sequences’. 
4. Choose the relevant ‘Artwork Follow Up’ option based on which website the order was made through. 
5. Read over the automatic emails and edit or personalize as needed. 
6. Choose ‘start sequence’. 

Alternatively, if you have had previous contact with this client you can either edit the sequence email to make it more relevant, or if you have an existing thread about this order you can send a reminder in that thread directly from outlook instead of engaging in the HubSpot sequence. Please note you must bump the task in this case as a second task will not be triggered without the sequence. 

If someone else has previous correspondence with the client: Put their name on the task and let them know on slack. 

Rush Order - 

This task is automatically set when a Rush Order is placed. 

1. Do not claim this task or bump this task. This is a reminder that we need to prioritize this order.
2. Contact the client and find out when they'll need their display delivered, and let them know what their deadline will be for artwork approval.
3. If the order is being handled/ owned by another team member, let them know to reach out.
4. Check these tasks off once the order has been sent to production.

Still No Art - Call Client - 

This task will pop up a few days after the artwork follow up sequence has been completed if no artwork has been uploaded. 

1. Check the order stage, if artwork has been uploaded at any point, mark the task as complete. Even if the artwork was not print ready and the stage was moved back to “Waiting for Artwork” as this will trigger a separate task. 
2. Check for any notes/in-hand dates that may have been entered. Sometimes clients will reply to the “Artwork follow up” sequence with future in-hand dates or information regarding when they will upload. If this is the case, push the task to the appropriate date and time based on this information. 
3. If there are no notes, look up the email address & order number in outlook to check if anyone has had contact with the client. Sometimes we may already have information but it may not have been updated in the notes. 
4. If there are no threads, call the client to check if they have been receiving our emails, and ask for IHD information so we can ensure we don’t miss any deadlines. 
5. If the call is not answered, leave a voicemail and follow up via email.
6. Push the task, do not mark off until artwork has been uploaded. Keep an eye and follow up if relevant.

Waiting for Revised Artwork -

This task pops up a while after a proofer sends out information regarding artwork that is not print-ready and new artwork files have not yet been uploaded. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task and let them know. If not, assign your name to the task. 
2. Use the email templates to send a ‘New Artwork Follow Up:’ email. Be sure to carefully fill in the relevant spaces with the correct information, referencing HubSpot as times & dates can differ depending on the order. 
3. Push the task, do not mark off until new artwork has been uploaded. Keep an eye and follow up if relevant.

New Artwork Required - Same Day Approval - 

This task is set manually by our proofing team when an order has a target approval date of that same day and the artwork is not print ready. These tasks help us prioritize these orders so that we follow up before it gets too close to the deadline approval. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Use the ‘New Artwork Follow Up’ email template to send an email through outlook. Customize the email to include relevant dates, times, etc.. 
3. Push the task until a little later in the day but BEFORE the target approval time. Once the task pops back up, if artwork has not been uploaded and no contact has been received, call the client. If Target approval is within the next two hours, skip the email and call the client directly.
4. Do not mark off the task until new artwork has been uploaded. 

Artwork Uploaded to the Wrong Order - 

This task pops up when HubSpot detects that artwork may have been uploaded to the wrong order number but it doesn’t always mean that it was a mistake. For example, this task will be triggered if the order has ever been in “ready for production” or any stage that follows and then is moved back to “Artwork uploaded by the client”. 

It is important to look at the order and determine which of the following is the issue: 

1. Uploaded using an old/add-on’s order number. Often, client’s will use their previous order number or the number from an add-on instead. 
2. Uploaded using an order number with similar digits but incorrect. Sometimes clients will use another client's order number that’s similar to theirs, this will update the wrong order and the information needs to be corrected on BOTH orders.
3. Uploaded through the incorrect form. Clients will submit their TSB files through DO upload form when they are provided with the wrong link. Example submission: 00088888 - This DO client followed the instructions they were given but the character requirement is 8 digits and their order number is only 5. 
4. The client had approved the artwork but then re-uploaded new files. 

Required steps to follow in the event it was in fact uploaded to the incorrect order:

1. Navigate to incorrect order and change the stage back to the previous stage. Example. Artwork Uploaded > Client Received Order.
2. Revert all fields back to the previous entry: In-Hand Date, Approval Contact Email, Latest Artwork Received, Artwork Upload Comments.
3. Transfer information from incorrect order to correct order. Be sure to change the stage to Artwork Uploaded.
4. Move files from the incorrect order number folder to the correct order number folder (Original Artwork). This requires renaming the Dropbox folder to the correct order number.
5. Make a note so all departments are aware of what happened. 
6. Reach out to the client to let them know of the mistake and that we have received their files. This step is important because repeating this mistake can cause delays and they will need to use the correct order number to submit the proof approval.

Required steps to follow in the event this was the correct order number: 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Check to see if we are expecting new artwork for this order, if so mark off the task and proceed.
3. If not, let production know to hold the order if it has not been vended and reach out to the client to confirm. **Deal Stage may need to be readjusted based on client response.(Example, moved back to “Ready for Production”) 
4. If the order has been vended, reach out to the client to confirm why they uploaded but let them know we are unable to make changes and move the deal stage back to the previous stage, ex. “Vended- Need to Upload Files”
5. Mark the task as complete once it has been resolved. 

Design Job - Artwork Uploaded - 

This task will pop up if a client has purchased design time, but they have uploaded files through the print-ready artwork section on the website. Clients may accidentally upload their design files through this link instead of filling out the design questionnaire. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Check the upload, if the files appear to be print-ready, they may have accidentally purchased design time. Ask a proofer to check them over to confirm. 
3. If the upload was only assets and logos, clearly meant for a design job, reach out to clients and provide them with the correct link to the design questionnaire. 
4. Change the pipeline and stage back to their previous setting. 
5. The design assets need to be moved into the correct folder. Open the correct design folder and move the files from “DO/TSB - Uploads” into “Design Files”. Be sure to rename the folder with the correct order number.
6. Follow up with the client to let them know we still require the Design Questionnaire to be filled out and bump the task to later in that day. 
7. Once we have received the design questionnaire, proceed with the necessary steps on HS and mark the task as complete.

Approval Deadline Approaching - 

This task will be automatically set around noon on orders with same day target approvals deadlines. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Send the client an email using the template for “Approval Deadline Approaching” and customize this email to include clients approval cut-off time and in-hand date. 
3. Bump the task until a little bit before the approval cut-off time again (usually an hour or 30 minutes prior). 
4. Once the task has popped up again, check if the client has approved. If they have, the pipeline will be in “Ready For Production” and you can mark the task as complete. 
5. If they have not approved, give the client a call and remind them of the timelines. Ask them if they have any additional time with their order. 
6. If the task is still open on the next day, and the client has missed their approval. Follow up and let the client know their new in-hand date if they approve today. If the client absolutely needs it sooner, rush options will have to be explored where available. 

*Designers Name* - Approval Deadline Approaching - 

This task will be automatically set around noon on design orders with same day target approvals deadlines. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Check in with the designer for an order status update.
3. Ask the designer if they need help contacting the client for any reason. If we’re waiting on a response from the client, the sales team should contact the client and touch base.
4. Reach out to the client and remind them that we’re waiting on their design proof approval. Include the turnaround time. 
5. Bump the task until a little bit before the approval cut-off time again (usually an hour or 30 minutes prior). 
6. Once the task has popped up again, check if the client has approved. Design proofs are approved via written approval; ‘Approved’. Review the HubSpot communications between the designer and client to see if they have approved.  If they have, the pipeline will be in “Ready For Production” and you can mark the task as complete.
7. If they have not approved, give the client a call and remind them of the timelines. Ask them if they have any additional time with their order. Provide any rush or expedited shipping options if the order may require them.
8. If the task is still open on the next day, and the client has missed their approval, Follow up with the designer and let the client know their new in-hand date if they approve today. If the client absolutely needs it sooner, rush options will have to be explored where available. 

Abandoned Cart -

This task is automatically set 2 hours after a cart is abandoned on TradeShowBooth.com 

1. From the task list, click Edit to view the product information.
2. Check if the client has placed their order or if they are in communication with another team member. This can be done by searching the clients email within Outlook.
3. If the client has not placed their order and has not been in contact with another team member, start a new email and cc info@backdrop.com  
4. Add site and product name to subject. Ei, “TradeShowBooth.com - 10ft QuickZip Max”
5. Format an email mentioning the product and the abandoned cart so the potential client knows where you’re getting their information from.
6. Check off this task after sending the email.

Please Note: If you come across a repeat client with another abandoned cart that is unrelated to the last time we reached out, please uncheck all of the boxes, refresh, and then check off “reached out to client”. This will give us a new timestamp and let us view the history as needed.

Custom Product Request - 

This task is automatically set when a client submits a Custom Product Request form. (DO/TSB) 

1. From the task list, click Edit to view the product information. 
2. Check if the client has placed their order or if they are in communication with another team member. This can be done by searching the clients email within Outlook.
3. If there has been no previous correspondence: Add your name to the task and customize as needed.

If someone else has previous correspondence with the client: Put their name on the task and let them know on slack. They will handle the remaining steps.

4. Open the corresponding Custom Request in HubSpot to view the details of the request. 
5. Review the Custom Order Playbook and reach out to the client to let them know you’re working on the request. Ask any clarifying questions or for any additional information that may be needed or missing from the form.
6. Determine pricing by using the Non-Inventory Price Guide or work with production as needed. Cost of shipping will need to be determined by production as some items need to be custom made overseas. These would be subject to international shipping fees.
7. Follow up with client and relay pricing information and/or send a quote.
8. Once the order is placed, ensure production has requested the custom template from the facility that will be printing the custom product. (An order does not need to be placed to request a template but it’s recommended in case the client does not proceed with the order.)

**Be sure to update the HubSpot pipelines as you move through the phases of the custom request. **

IHD Not Doable - 

This task is manually set by the Production, Graphics, or Sales team when a customer has input an in-hand date that’s not doable. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task.
2. Contact the client in your existing thread or reach out in a new email to let them know that the date they’ve selected does not work for their orders turnaround time. If the order has Rush Production or Expedited Shipping options available, determine what these are and let the client know. 
3. Do not change the ‘Assigned to’ or bump this task, keep it on the sales task list as is.
4. Update the in-hand date in the hubspot order once the client confirms their adjusted timeline.
5. Mark the task as complete

Missing IHD - 

This task is set manually by the Production, Graphics or Sales Team when a client has failed to provide an in-hand date for their order. This happens when a client sends their artwork files through email or WeTransfer. This can also happen when we’re using a previous order's artwork.  

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Reach out through email or phone and request from the client when they need this order by. Add the turnaround time so they know how long the display will take to produce and ship.
3. Note in HubSpot when you reached out and the method used to contact the client. 

Ex. DP email 6/27 - 12:07.

4. Do not bump this task. Once the client provides their in-hand date, update HubSpot and mark the task as complete.

Proofs Sent - Follow Up - 

This task is automatically set 24 hours after a proof was sent. This task is only triggered if the stage is still in ‘Proofs Sent’.

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Review the order to ensure no other tasks are ongoing. If a proof was sent the day this task pops up, bump this task forward a day or two depending on the target approval date. 
3. Reach out to the client in a new or existing email thread to remind them that our graphics team sent the proofs yesterday.
4. Note in HubSpot when and how you reached out. Ex. DP email 6/27 - 12:56
5. Bump this task forward a day or two depending on the target approval date.
6. Once the order is moved to “Ready for Production” mark the task as complete. 

Please note: Once the target approval deadline approaches, a new task may be triggered causing a duplicate. Mark this task as complete and work from the “Target Approval Deadline Approaching” task as that will show it as more urgent. 

Order over $4000 Email or Call - 

This task is automatically set when an order over $4000.00 is placed. 

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Check the order stage, if artwork has been uploaded or a design questionnaire has been sent, mark this task complete.
3. Check if this client has had previous orders, if yes, mark this task as complete. 
4. If no, find the ‘Order Over $4000’ template that corresponds to the site the order was placed on.
5. Copy and paste the template and send the email through Outlook (not HubSpot). Ensure you’ve formatted the email according to the order. The turnaround time should be updated in the email if it has not yet been set by Production.
6. Mark the task as complete once the email is sent.  

Design Questionnaire Still Not Answered - (D. Q. Still Not Answered) -

This task is automatically set 24 hours after a design questionnaire is sent from production to client, if the order stage is still in “Design Questionnaire Sent”. 

1. Check the order stage, if the order is in “Design Questionnaire Received” or any stage that follows, mark this task complete.
2. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
3. Call or Email the client to remind them to fill out the design questionnaire. Calls are preferred as sometimes clients don’t receive emails (or they land in their junk folder).
4. Bump the task 1 Business day and check in then. *Take into account the target approval date when bumping tasks to ensure it is not an urgent order. 
5. Check off the task once the client has submitted the questionnaire.

Declined Order -

This task is automatically set when a payment is declined.

1. Check if the client has placed another order successfully. If they have, mark the task as complete.
2. If the client has not placed a successful order, reach out to them via phone or email. It’s recommended to wait 10+ minutes before contacting the customer as sometimes they will adjust what caused the declined payment and then successfully place their order.
3. Contact the client to offer assistance and to ensure that our systems are working fine and offer suggestions as to what may be causing the decline on their end. Most common occurrences are daily or transactional limits on the card, the zip code entered does not match the billing address for the card or their bank is blocking the transaction. 
4. If multiple ‘Declined order’ tasks populate the task list, call them to help.
5. If the order has been deleted from HubSpot before you have a chance to gather the contact info, select “edit” on the task and click the contact info to take you to the clients contact page. 
6. For Display Overstock orders: If you need additional information on the order prior to you contacting the client, you will need to reference their Incomplete order in BigCommerce. You can find this by navigating to the Orders section and clicking ‘More’ > Incomplete. 
7. Check the task off after reaching out.

MIA Order / Order Follow Up - 

This task is set manually by the Sales and Support team. Typically this is done by editing an already existing task like “Approval Deadline Approaching” or “Waiting for Artwork”.

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task. 
2. Reach out through email or call to remind the client of the order status.
3. Update the notes section with the date and method of your contact.
4. Bump task by 1-3 months, depending on the communication history.

Custom Tasks - 

These tasks are specific to deals, timelines or clients. They are set mainly by the production team if they have questions regarding new orders that have come in. These tasks can include out of stock reminders, rush production inquiries, previous order requests, switching to Canada site, etc.

1. If there is no deal owner, check Outlook for any previous communication using the email and the order number. If someone else has been in contact, set them as the deal owner, add their name to the task, and let them know. If not, assign your name to the task.
2. Contact the client via email or call to update them or request clarification based on the specific task. Note any updates in HubSpot
3. Bump task day if no response. 
4. Mark the task as complete once it’s been resolved.