DDS Rescue DDS Rescue Leads and Sales Processing Manual For Patterson Dental January 2013 1
DDS Rescue DDS Rescue Leads and Sales Processing Manual Table of Contents Leads initiated INSIDE the Patterson Channels Page 3 Scenario 1 Experienced and or an engaged merchandise representative sales process Scenario 2 Inexperienced and or a non technical merchandise representative sales process Page 3 Page 4 Scenario 3 Experienced equipment sales representative Page 5 Scenario 4 Leads received from the Patterson website and other media Page 5 Leads initiated OUTSIDE the Patterson Channels Page 5 Scenario 5 Incoming leads from the DDS Rescue website, electronic articles, DPR, or other media Page 5 Scenario 6 Leads received from a the DDS Rescue Booth at a tradeshow Page 6 Other Procedures DDS Rescue Backup Health Check Outline Page 7 Processing DDS Rescue PO s, Device Sales, Monthly Service Fees, Renewals, and Upgrades Page 8 2
3
Overview This sales manual is designed to organize how leads and the overall sales are processed. Common scenarios have been chosen to act as a guideline on how both Patterson and DDS Rescue can work together to achieve the best results for the client and the two companies. Leads initiated INSIDE the Patterson Channels Scenario 1 Experienced and or an engaged Patterson Merchandise Representative 1. Patterson Sales Rep will arrange a time to meet with the dental office 2. Patterson Sales Rep meets with the dental office to discuss the DDS Rescue System. a. Patterson Rep discusses the attributes of the system using the DDS Rescue DDS Rescue printed brochure or PDF i. Explain failover times ii. Explain restore times iii. Explain benefits over USB backups iv. Explain benefits over cloud only solutions b. Patterson Rep answers questions about the system i. Pricing ii. Where the data is stored iii. Who handles the installation and tech support c. Patterson Rep closes the sale (no need to proceed to step 3 if the sale is closed) i. Patterson Rep presents and completes the sales form (leave with customer if sale is not closed) ii. Patterson Rep forwards the sales form to Patterson Tech Support who will determine which DDS Rescue product is required (perform the Patterson Site Survey) (process can be done remotely) iii. Patterson will finalize the sale and deliver the DDS Rescue product with full communication with DDS Rescue iv. Client will sign the DDS Rescue Client Agreement v. Client will arrange for local IT to fill out the server and network preparation form (online) vi. DDS Rescue will install and activate the system (see DDS Rescue Operations Manual) 3. (Only if sale does not close) If the dental office requires more information or confirmation on why they need to purchase the DDS Rescue product, the Patterson Rep will schedule a Backup Health Check which will be performed by Patterson Tech Support (defined in this document) a. The Patterson Rep will contact Patterson Tech Support (PTC) with a time and date to perform the Backup Health Check (defined in this document) with the dental office 4
b. PTC will perform the Backup Health Check (defined in this document) and schedule a time with the office to review the results of the Backup Health Check. ii. PTC will provide suggestions on how to improve the backup process for the dental office iii. PTC will offer the DDS Rescue system or Pattlock as an option to the dental office iv. PTC will confirm the dental office has the sales form from their initial meeting with the Patterson Rep. c. Patterson Rep closes the sale (no need to proceed to step 3 if the sale is closed) i. Patterson Rep presents and completes the sales form (leave with customer if sale is not closed) ii. Patterson Rep forwards the sales form to Patterson Tech Support who will determine which DDS Rescue product is required (perform the Patterson Site Survey) (process can be done remotely) iii. Patterson will finalize the sale and deliver the DDS Rescue product with full communication with DDS Rescue iv. Client will sign the DDS Rescue Client Agreement v. Client will arrange for local IT to fill out the server and network preparation form (online) vi. DDS Rescue will install and activate the system (see DDS Rescue Operations Manual) Scenario 2 Inexperienced and or a non technical Patterson Merchandise Representative 1. Patterson Sales Rep presents and schedules the Patterson Backup Health Check Program 2. PTC will perform the Backup Health Check (defined in this document) and schedule a time with the office to review the results of the Backup Health Check. ii. PTC will provide suggestions on how to improve the backup process for the dental office iii. PTC will offer the DDS Rescue system or Pattlock as an option to the dental office iv. PTC will confirm the dental office has the sales form from their initial meeting with the Patterson Rep. 3. Patterson Rep closes the sale (no need to proceed to step 3 if the sale is closed) i. Patterson Rep presents and completes the sales form (leave with customer if sale is not closed) ii. Patterson Rep forwards the sales form to Patterson Tech Support who will determine which DDS Rescue product is required (perform the Patterson Site Survey) (process can be done remotely) iii. Patterson will finalize the sale and deliver the DDS Rescue product with full 5
communication with DDS Rescue iv. Client will sign the DDS Rescue Client Agreement v. Client will arrange for local IT to fill out the server and network preparation form (online) vi. DDS Rescue will install and activate the system (see DDS Rescue Operations Manual) Scenario 3 Experienced Patterson Equipment Sales Person 1. Present the DDS Rescue System with the new office buildout proposal a. Patterson Tech will determine the data size requirements for the new office along with a specified DDS Rescue product. b. Add the DDS Rescue device into the proposal for the office with all other technology products c. Process the sale when appropriate Scenario 4 Leads received from the Patterson Website, Service Techs, outside publications, and other media 1. Process the incoming lead and forward to the appropriate rep (or follow the standard Patterson Web Lead Protocols) 2. Have the Merchandise rep schedule an appointment with the Dental office to discuss the DDS Rescue System. 3. See Scenarios 1, 2, and 3 to determine next steps with the process. Leads initiated OUTSIDE the Patterson Channels Scenario 5 Leads received from the DDS Rescue Website 1. Lead will be contacted to setup a phone meeting with DDS Rescue Sales and the Dental office. 2. DDS Rescue Sales will discuss the following on the phone meeting: a. DDS Rescue Sales will listen to the questions posed by the dental office b. DDS Rescue Sales will cover the points of the DDS Rescue System c. DDS Rescue Sales will ask for the sale of the DDS Rescue System 3. Close the sale (no need to go to step 4 below) a. DDS Rescue sales will send the Client Agreement to the Dental office b. DDS Rescue sales will have the customer send the Client Agreement to DDS Rescue Sales for order processing. i. The client agreement will include the dealer from whom they would like to purchase the product 6
4. If the dentist requires more information or confirmation on why they need to purchase the DDS Rescue product, DDS Rescue Sales will schedule a Backup Health Check which will be performed by DDS Rescue Tech Support a. DDS Rescue Sales will schedule a time for DDS Rescue Tech Support to perform the Backup Health Check b. DDS Rescue Sales will schedule a time for DDS Rescue Sales to meet with the Dental office to discuss the results of the Backup Health Check c. DDS Rescue Sales will confirm that Patterson is the designated dealer for the Dental office who will be purchasing the DDS Rescue System. DDS Rescue will also gather the name and contact information of their Patterson Merchandise Sales Person in the event they decide to make the purchase pending the results from the Backup Health Check. 5. DDS Rescue Sales will review the results of the of the backup check with the dental office. a. DDS Rescue Sales will discuss the results of the Backup Health Check b. DDS Rescue Sales will provide suggestions on how to improve the backup process for the dental office c. DDS Rescue sales will offer the DDS Rescue system as an option to the dental office 6. Close the sale (if the sale closes, no need to do step 7) a. DDS Rescue sales will send the Client Agreement to the dental office b. DDS Rescue sales will have the dental office send the Client Agreement to DDS Rescue Sales for order processing. c. DDS Rescue Sales will forward a copy of the client agreement to the Patterson Sales Rep and Patterson Corporate 7. (Only if the sale does not close) DDS Rescue Sales will forward the results of the Backup Health Check (defined in this document) and the notes from the conversation (in step 5 above) to Patterson. i. Patterson will have guidance on what steps to take next with the client Scenario 6 Leads from a DDS Rescue Tradeshow Booth 1. Clients who are ready to purchase will be processed in the booth as follows a. Client will complete the Client Agreement which will confirm Patterson is the designated dealer to be used to process the order. b. A copy of the Client Agreement will be sent to Patterson c. Patterson will have their inside Tech Support Service determine which DDS Rescue product will be installed based on the data size of the client d. Patterson will create a final invoice and schedule the installation with DDS Rescue Tech Support 2. General leads who request a Backup Health Check will be processed as follows a. The Backup Health Check form will be completed in the booth with a date and time for DDS Rescue Tech Support to perform the process, and the preferred dealer who would process the 7
sale of the DDS Rescue System b. DDS Rescue Sales will follow up with the client after the Backup Health Check c. DDS Rescue Sales will review the results of the Backup Health Check with the dental office. d. DDS Rescue Sales will discuss the results of the Backup Health Check e. DDS Rescue Sales will provide suggestions on how to improve the backup process for the dental office f. DDS Rescue sales will offer the DDS Rescue system as an option to the dental office g. Close the sale (if the sale closes, no need to do step h) i. DDS Rescue sales will send the Client Agreement to the dental office ii. DDS Rescue sales will have the dental office send the Client Agreement to DDS Rescue Sales for order processing. iii. The client agreement will confirm Patterson is the designated dealer. iv. DDS Rescue Sales will forward a copy of the client agreement to the Patterson. h. (Only if the sale does not close) DDS Rescue Sales will forward the results of the Backup Health Check (defined in this document) and the notes from the conversation between the DDS Rescue Sales Rep and the client (in step 2b to 2f above) to Patterson. i. The Patterson Rep will have guidance on the next steps to take with the client 3. General client leads will be received at the booth with the following information a. Contact information of the client b. Interest level c. The dentist s preferred dealer d. DDS Rescue Sales will follow up with the leads and forward orders or follow up information to the dealer DDS Rescue Backup Check Outline (performed by DDS Rescue Tech Support) DDS Rescue Technician contacts the dental office and views their server remotely covering: a. Software currently using to backup the practice b. Age of latest backup (Is the latest backup less than 24 hours old?) c. Backup versions (Are there at least 3 historical versions of data that are available at any time?) d. Is the data both on site and off site? (HIPAA compliance) e. Is the off site backup encrypted and only readable by the practice? HIPAA compliance requires this. (USB copied data is NOT encrypted). f. Has a test restore been done at least each month to prove the data is usable? g. Does the backup include the PM, IM, and office documents such as Word, Excel, and Quickbooks? Look at the selections in the existing backup. NT Backup should let 8
you load selections easily. See what is missing. h. Do the backup data confirmation reports communicate on a regular basis? Staff Question If your backup fails, do you get notified of a call to action? Staff Question How do you know it isn't working? i. If a recovery has to retrieve from 1 or 2 versions, how much current data will have to be sacrificed? j. Backup log review any missing days? k. How long will a recovery take given the existing data sources and bandwidth? l. What is the capacity and free space on the server? List all drives for all relevant servers, their capacities, the free space and the used space. Include Data Servers, Terminal Servers, etc. m. Backup selection size n. Backup output size Processing DDS Rescue PO s, Device Sales, Monthly Service Fees, Renewals, and Upgrades Submitting PO from Patterson to DDS Rescue 1. Patterson will Email or fax a written PO to sales@ddsrescue.com or fax at 888 343 6671 2. The Patterson PO must include: a. PO number b. Quantity of items to be ordered c. Unit price of item to be ordered d. Model number to be ordered e. Destination of shipment f. Date of PO 3. DDS Rescue will send Patterson a Sales Acknowledgement a. PO Number b. List of products c. Terms of payment d. Approximate ship date e. Ship to address Process for Patterson to sell the DDS Rescue System to the Client 1. Specify the correct product for the client a. Patterson Tech Support will process The Site Survey online which will include the size of unit to be installed and determine any items that need to be addressed with the client s network or server prior to selling or installing the DDS Rescue System. The time to perform this step is estimated at 15 minutes. 2. Patterson invoices and ships the product to the client 3. The client signs the Rescue Client Agreement online. This will reference the Patterson ID. 4. Patterson sends DDS Rescue a spreadsheet daily which includes the name, address, phone 9
number, serial number of unit to be installed, patterson customer ID, client data size, and install date (if no date, we contact them and arrange an install) of new units and upgrades to be installed. a. Patterson and client will schedule the Installation day and time in advance with DDS Rescue Dental (will most likely go to a set schedule). IMPORTANT! allow 5 to 7 business days for the round trip drive to get to the client prior to installation from the time DDS Rescue receives the client agreement. No installations can be performed without a round trip drive. b. Allow for at least one hour of downtime for office for the installation. DDS Rescue Dental will need to reboot the server 2 times which will require a complete shut down of the network. The Rescue System and Round Trip Drive must be on site PRIOR to installation. 5. DDS Rescue sends the round trip drive 6. Local IT Provider submits The Server and Network Prep Form which will include the client s Patterson ID.The time to perform this step excluding the check disk function is estimated at 1 hour or less. a. IMPORTANT! Client or local IT will be responsible for ensuring 2 valid and verified local backups of system are in place in 2 separate physical locations prior to DDS-Rescue install. All backup software must be removed prior to DDS-Rescue installation and local IT will be performing a check disk process on the server which could compromise the system. IF YOU HAVE QUESTIONS OR CONCERNS ON PERFORMING A LOCAL BACKUP AND VERIFYING IT, PLEASE CONTACT AN IT PROFESSIONAL. 7. Client receives round trip drive 8. DDS Rescue installs the DDS rescue unit on date agreed upon in step 3a. above. See the Operations Manual for a detailed description of the installation process. 9. DDS Rescue assigns the client s Rescue device a name for internal purposes as follows: Patterson ID/Last Name of Client/Zip code of Client/Phone number of client/ 10. Client sends the round trip drive to DDS Rescue to seed the cloud backup. Refurbishment and Assessment Policy 1. If a customer cancels the order prior to the installation, the customer returns the DDS Rescue unit to Patterson for credit. Patterson will inspect the physical device and packaging for signs of use and issue credit to the customer and return the item to inventory. 2. If a customer decides to cancel an active unit for any reason, Patterson will notify DDS Rescue to remotely wipe the device. DDS Rescue will inspect the unit and determine if it is resalable. DDS Rescue will refurbish units that pass inspection, remove any customer data, clean the inside, repackage it in a new box and ship the item back to Patterson. 3. Patterson is responsible for all freight charges. Returns 10
DDS Rescue will not accept returns with the exception of warranty items. Packaging The DDS Rescue units are packed and shipped in a cardboard box which has a DDS Rescue label on the outside of the box with 800 509 0344 x 103 (The label says to call for installation). The unit comes with a quick installation guide, an ethernet cable, a power cable, and 2 plastic stands. The box will have tamper proof tape. If someone opens the box, it will be apparent that someone has opened it. Monthly billing and reporting for Patterson 1. DDS Rescue will invoice Patterson on a pro rated basis for the first month of activation. 2. DDS Rescue will invoice Patterson the first day of each month for monthly services the first full month and each month thereafter. Renewals 1. Client agreements will automatically renew on the anniversary date of each year as indicated in the client agreement. System upgrades 1. DDS Rescue will give a 30 day notice of a required device change to Patterson when a Rescue device exceeds 80% of the capacity of the storage where a new DDS Rescue System upgrade is required. 2. Patterson will immediately contact the client and arrange for delivery and processing of the new device which will include an invoice for the full amount of the new device. 3. DDS Rescue will activate the new device. 4. Patterson will send the old DDS Rescue device to DDS Rescue for full credit less $100 reconfiguration fee 5. See the DDS Rescue Support Agreement for more technical details 11