Internal Deloitte Client Engagement Process 2.0
1. Sales Process
Stage Ops 1: Discovery
RL – Hold discovery session with client
RL – Enter opportunity into Dynamics as Ops 1 – Discovery
SUPPORT (RL): Sales SharePoint Tools
SUPPORT (RL): Opportunity Source
Stage Ops 2: Design & Align Budget
RL – Review solutions for alignment with client and moves opportunity to Ops 2 – Design & Align Budget
RL – Enter estimated delivery date(s)
RL – Confirm pricing, clarify process for contracting with client, and whom will be signing (what would we need to have in place to conduct business)
LEGAL – Complete any necessary paperwork for MSA, PO, Vendor Forms, AP, etc. (if applicable)
Stage Ops 3: Scheduling
NOTE: Client should be ready to select/confirm a date within 7 days
RL – Handoff client and opportunity to LC via email template and moves opportunity to Ops 3 – Scheduling in Dynamics
**RL/LC – Deloitte clients will often bypass stages 1 & 2 and request a course by reaching out directly to the LC. LC will follow up with date options and cc RL on email and request they enter an opportunity in Dynamics.
LC – Provide dates to client and follow up
LC – Assign FAC to delivery via Outlook invite on Engagement Calendar
FAC – Accept Outlook invite. If issues, email LC. DO NOT DECLINE or tentatively accept and do not email engagements@interaworks.com as that inbox is not regularly monitored.
SUPPORT (RL): Scheduling Hand-off Email Template
SUPPORT (LC): Date Request Email Template
SUPPORT (LC): Engagement Calendar Template
SUPPORT (FAC): Facilitator Calendar Process (for unavailable dates)
2. Pre-Class Process
Stage Ops 4: Contract Sent
NOTE: Client should be ready to sign/return a contract within 7 days
LC – Mark opportunity Ops 4 – Contract Sent in Dynamics and creates contract and sends to LEGAL
LEGAL – Send SOW Word document via email unless noted otherwise copying RL and LC
LC – Once signed SOW is received, in Dynamics create contract & deliveries, mark opportunity Closed Won, and upload the contract to the Account page under the Documents Tab.
LC – Send email to client to confirm receipt of contract and inform client of next steps, requests logistics & roster
NOTES: SOW Naming Convention: Contract – Contract # – Session Sponsor – Program – Type – (LOE/SOW/PO/Amendment/Unsigned and number if applicable) – Signature Date
(Example: Contract – Marr1234 – John Smith – EDGE for Professionals – Virtual – SOW – 2022.03.15)
SUPPORT (LC): SOW Templates
SUPPORT (LC): Confirmation SOW/Next Steps Template
SUPPORT (LC): Logistics Form
SUPPORT (LC): Session Logistics Template
Pre-Class Call(s)
LC – Schedule pre and post calls for RL with FAC, session sponsor and client coordinator (if applicable).
National (Beth Palhano) – No pre call
One-offs – always schedule a pre call
LC – Invite FAC and LC to pre call as optional
RL/FAC – During call, RL or FAC asks any necessary logistics and classroom questions, and establish outcomes
TIMING: Ideally 2 weeks before the course date
SUPPORT (RL/FAC): Pre-Call Quick Part & Protocol
SUPPORT (FAC): Delivery Report Process
SUPPORT (FAC): Zoom Facilitation Protocols
SUPPORT (FAC): MS Teams Facilitation Protocols
Pre-Class Instruction Information
LC – Send pre-class information to the client coordinator for distribution once logistics are received and copy RL. Add to Engagement Calendar for FAC.
Only send Pre-Class Instructions for One-off, not National sessions.
TIMING: Ideally 2 weeks before the course date
SUPPORT (LC): Pre-Class Instruction Templates
Roster
LC – Follow up with client for roster, when received add to engagement calendar and upload roster to Dynamics
TIMING: 1 week before course date
SUPPORT (LC): Pre-Class Email Template
SUPPORT (ALL): Blank Roster Template
Evaluation
*Most of the time, Deloitte will use an internal evaluation
FAC – If needed, send out Ask Nicely Evaluaiton through Dynamics during session.
TIMING: If completing IW eval, LC will upload roster to Dynamics at least 1 day prior to course date
LXP Registration
LC – Send LXP Registration & Resource Guide Download PDF to session sponsor. Participants should be registered prior to session time.
FAC – Be prepared to walk participants through registration for the Learning eXperience Platform (LXP) at the beginning of your session, if they did not pre-register.
SUPPORT LC/FAC: LXP Pre-Registration Instructions
3. Post-Class Process
Evaluation & Attendance
FAC – Send email to RL and Eval Distribution List with evaluations results, attendance record in Excel format, and class summary
NOTES: Eval Naming Convention: Eval-Client-Program-Date-FAC Initials
NOTES: Roster Naming Convention: Roster-Client-Program-Date-FAC Initials
TIMING: Send within 48 hours after course date
SUPPORT (FAC): Delivery Report Process
SUPPORT (ALL): Blank Roster Excel Document
Expensify
FAC – Upload receipts in Expensify (if applicable)
TIMING: Send within 48 hours after course date
Delivery Closed
LC – Close delivery in Dynamics with participant count and, if available, eval score
NOTES: The fees for additional participants are added to the delivery and/or opportunity at this time. (if applicable)
NOTES: If evaluation is internal, LC will request evaluation results, share with Eval Users List, RL, and FAC and upload into Dynamics under Account
Client Follow-up & Next Steps
RL – Send email to client with Evaluation Results, attendance record, class summary, and next steps
TIMING: Send within 3 days after course date
SUPPORT (RL): Client Evaluation & Next Steps Email Template
Alumni Support
PL– Send post course materials to attendees
TIMING: ~7 days after course date
Finance
FIN – Flag unusual expenses, follow up with client on outstanding payment needs (PO, Credit Card, etc.)
FIN – Send invoice to client
Legend
Dynamics – Microsoft Dynamics (CRM)RL – Relationship Lead (Salesperson)FAC – FacilitatorLC – Learning Coordinator (Logistics)LEGAL – Legal LeadFIN – Finance/AccountingPL – Content & Program Lead |