Client Support SOPs
Client Terminations
1. If a Small Client, add a change form and change client status to ‘Offboarding’ following the steps required. 2. If they have visits, check for any visits scheduled after the agreed end date for services. 3. Email diners and cancel visits, ensuring ...
Adding a review source
1. Go to https://reviews.hgem.com/ 2. Open the client account. 3. Find the branch in Settings> Locations. 4. In Review Sources, request for the relevant source to be added in the text box and ‘Submit’. - Include the URL to the review source page for ...
Pret India Visits
1. Using the ticket information, open the visit report in Admin. 2. Add the visit time. 3. Add 0 to Client Charge. 4. Check for any missing answer options and select these as needed. 5. Sense check comments on any questions that did not score the top ...
Pret Closed Shop Reports
1. Open the visit report to check what day and time the visit took place. 2. Check the official opening hours at https://www.pret.co.uk/en-GB/shop-finder 3. If the shop should have been open, add £10 to reimbursement and client charge and add diner ...
Appeals
1. Using the information on the ticket, locate the visit appeal in the Hub. 2. Review the appeal context against the visit report/questions appealed. 3. If needed, contact the diner for further information and leave a message on the appeal to inform ...
Star Capex Requests
1. Check if the branch is L&T or JAT. 2. Check branch is Live and set to 1 visits in Hive> Branches> Branch Settings. 3. If JAT, change brand to JAT Capex in Hive> Branches> Branch Settings. 4. If JAT, check the branch is selected in the relevant ...
Survey Updates
1. In DS Admin, locate the survey e.g. pizzaexpressfeedback. 2. Copy the questionnaire from DS Admin, creating a Legacy Version. 3. On Admin, go through each section, add, remove or update questions as needed. 4. Check analysis tags are added on ...
Client Region & Area Updates
1. If client information is clear what the changes should be, action any branch updates in Hive> Branches> Groups. 2. If client has provided a full updated structure, download the Branches & Users report with the following columns: Branch Name, ...
Adding a New User
1. Create new user in Hive> Users. 2. Add communication delay if set at user level. 3. Tick ‘Hide reports until end of period?’ if they should have delayed Hub visibility until the end of each period. 4. Send welcome email.
Adding a New Branch
1. Create new branch in Hive> Branches. 2. Create any new users needed and send Hub welcome email. 3. Update existing users. 4. Add visits if the opening date is in a period where visits have already been added. - Add visits in any periods that have ...
Branch Temporarily Closing
1. Check for any visit scheduled within the closure period. 2. Email diners and either cancel the visits, or if possible reschedule them to another date within the period. - If cancelling, ensure this does not impact the diner’s status. 3. Ensure the ...
Branch Permanently Closing
1. Check for any visits scheduled after the closure date. 2. Email diners and cancel visits, ensuring this does not impact the diner’s status. 3. Set the branch to 0 visits in Hive> Branches> Branch Settings. 4. Retire branch. - This may need to wait ...