SOP - Custom Orders

Steps

1. Send Custom Order Questionnaire
2. Once submitted by the client:
   1. Claim task and update custom order name in HubSpot by adding the company name in front of " - Custom Order"

   2. Follow up with the client for any missing information - Use Custom Order Playbook to review list of additional information that needs to be considered before moving forward. (Listed below for reference)

      *Ensure all necessary information are logged in HS (incl any reference photos from customers or from our past orders)

3. Send HS object link to Production team through Slack designated custom order channel with the estimated quote (if known).
   1. Standard Custom Request (QZ frames with different dims)
      1. Production team - 24hr turnaround time with the pricing, shipping cost, shipment dimensions/weight and graphic template
   2. Unique request that requires confirmation from vendor
      1. Production team - 24hr turnaround time to communicate with vendor to come up with solutions, pricing, shipping cost, shipment dimensions/weight
      2. Sales Team - Send solution to customer for approval

4. Upon confirmation, send final quote to customer & request templates from production team 



   *Each step needs to be logged in HS for reference

Additional Information to Consider:

1. Is any required information missing from the custom request form?

2. Booth Space/Size (W’ x D’) - Better insight to assist customers on their needs

3. Frame Size (W” x H”) Or any other dimensional details (Is it a standard Multiple frames?)

   * Recommended Max size - 30ft W, 10ft H.

   * Max height 14ft H - additional center support poles will be added but will be using the same 32mm tube

   *Currently only QZ light box uses thick reinforced frames

4. Graphics - Single-sided / Double-sided?

   *Max length for 1 side of the graphic is always 10ft and the other side can go long. (Like any roll of fabric) Anything taller than then 10ft and the graphics will need to be stitched together

5. Potential Add-On Features - TV Mount / Shelves - If not answered in the questionnaire 
6. Standard QZ Accessories Add-On - Podium / Lights / Header - If not answered in the questionnaire

Pipeline on HubSpot:

Custom Request Submitted - A new custom quote request has been submitted. An email will be sent to info@backdrop.com and a task will be set.

Additional information requested - Set to this stage additional information is required from the client before moving forward.

Production Notified - Move to this stage once all required information is logged in HubSpot and the custom request has been posted in the designated Slack channel.

Information Requested From Vendor - Production has reached out to the vendor for any necessary info, such as alternative solutions or graphic templates. 

Product Details & Template Received - The vendor has confirmed all the required information and it will be sent to the sales team to pass onto the client.

Client follow-up/quote Sent - Finalized information is being sent to the client including quote and graphic templates. 

Order Placed - Client has placed the order.

Quote Lapsed - Follow ups have been sent and the client confirmed they will no longer be placing the order or stopped responding.