SOP - In-House Design

TABLE OF CONTENTS


DJ-001 Order Workflow Pre-Design Work

DJ-002 Once Designer Assigned - Design Process

DJ-003 Deadline Approaching Processes

DJ-004 Client Approves Design

DJ-005 Design Client Cancels Design Time



DJ-001 Order Workflow Pre-Design Work

Procedure:

  1. When design order received, Production team will put in Design Pipeline, enter the number of hours for design, then move Deal Stage to Send Questionnaire.
  2. Automatic follow up tasks will notify the team to check in with the client if they still have not submitted their questionnaire answers after a couple of days.
  3. When client submits their answers to the Design Questionnaire, HS will automatically update the deal stage to Design Questionnaire Received. At this time the Design Coordinator should do the following:
    1. Check the In-Hand date:

i.If it is not doable contact the client and check if they have more time, quote rush as necessary.

ii.If it is doable, set the Target Approval Date field appropriately per the production + shipping timeline.

    1. Pick a designer for the job. Message them over skype letting them know the products (if remote designer, let them know the design hours instead) and the Target Approval Date.
    2. When the designer confirms the job, Design Coordinator should move deal stage to Assign Designer. This will automatically email the designer all of the client’s information and questionnaire answers and will update the deal stage to With Designer.


DJ-002 Once Designer Assigned - Design Process

Situation: Designer has now been assigned; design work must now commence.

Policy: Introduce yourself to the client, proactively begin the design work and try to send a mockup within 1-2 business days (depending on Target Approval Date).

Procedure:

  1. Once assigned, the designer must reach out to the client within 30 minutes letting them know they will be their designer. Use the HS email template “Designer First Point of Contact”.
  2. Designer should aim to send the mockup to the client within 24 hours but should not send sooner than the amount of design hours listed on the order (unless a one day rush design). If it is a one-day rush design then send mockup asap.
  3. When first mockup emailed to client, update Deal Stage to Design Proofs Sent.
  4. If client replies with design edits:
    1. Move Deal Stage to Design in Revision.
    2. Make the edits as requested and send the new mockup in a timely manner.
  5. If client does not reply within 2 days, Deal Stage will automatically update to Design Follow Up Needed. Designer should do the following:
    1. Check the email thread.
      1. If client has responded and designer is in communication with the client, move Deal Stage to Design in Revision.
      2. If client did not reply, send a follow up email, and move back to Design Proofs Sent.
      3. If client has not replied and you have already sent 1 follow up, send another follow up and move to Design Lapsed.
  6. Deal stage set to Design Lapsed. It is good practice to periodically send email and phone follow ups to the client to try and pick up the job. When the Target Approval Date is approaching, automatic tasks will be sent to follow up with the client, see next page DJ-003.

DJ-003 Deadline Approaching Processes

Situation: Client’s Target Approval Date is approaching.

Policy: Step up follow up attempts to the client, work on necessary edits to wrap up the design in time.

Procedure:

●If the Deal Stage is Design Lapsed and the target approval date is less than 6 days away the Deal Stage will be set to Design Follow Up Needed and a task will be set to zSales & Support to check in with the client. The designer or the support team should check in with the client. At this point we should be proactively trying to reach out to the client, phone calls and emails, set reminders/tasks/personal notes to get a hold of this client to finalize the design.

●When the Target Approval Date is less than 24 hours away. zSales & Support will be assigned with a task to follow up with the client. They may direct this task to the designer or ask the designer in Skype for an update. The Deal Stage will also be automatically set to Design Follow Up Needed to serve as a reminder to the designer to check in on this order.


DJ-004 Client Approves Design

Situation: Client has approved the design via email.

Policy: Move the order into production and prepare the final print files so they are ready for production.

Procedure:

●Set the Pipeline in HS to Production, set the Deal Stage to Ready for Production.

●Acknowledge receipt of the client’s approval, inform them their order is being sent to production, address changes can no longer be made and that they should expect tracking numbers a day or two before delivery.

●Prepare the final art files for production. In most cases this will be TIFF art files. If B2 or Orbus PDF or JPEG will be required.

●If order is ES or XP, prepare the proofs to be uploaded with the TIFF files for the production facility’s reference.


DJ-005 Design Client Cancels Design Time

Situation: Client has submitted print ready artwork or requested to cancel design work.

Policy: Determine if design fee should be partially or fully refunded, set refund task, update HS to correct stage.

Procedure:

●If client has submitted print ready artwork:

  1. Within the order deal in HS, set a task to the refund manager to refund full design fee.
  2. In the deal then select Actions, View All Properties, search “Design” and make the following changes:

▪Delete design hours

▪Select No under Design Job?

▪Remove designer if it had already been set.

3. Change the pipeline of the deal to Graphics and the stage to Artwork Uploaded.

●If client has decided to cancel the design fee after working with the designer already.

1. Determine how many design hours should be refunded, set a task to the refund manager to refund x hours.

2. In the order deal select Actions, View All Properties, search “Design” and make the following changes:

▪Delete design hours

▪Select No under Design Job?

▪Remove designer.

3. Change the pipeline and deal stage:

▪Change to Artwork Uploaded if the client has already submitted their print ready artwork.

▪Change to Waiting For Artwork if the client has not yet submitted their own artwork.


Screenshot examples of the above:

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