In this article, we will be going over the process on how to assist action esiLaw fulfillment requests for new account orders and license updates requests.
Checking For New esiLaw Orders Or License Updates:
Step 1 – In Zendesk under Views, click on Admin – ALL New Orders
Step 2 - Click on the Filter button
Step 3 - Under Product, select ESILAW from the drop-down menu
Step 4 - Click on Apply filters
Step 5 - Next to the Requested column, use the upwards and downwards pointing arrows to sort by oldest to newest tickets
Step 6 - Open the oldest ticket and verify whether this is a new account order or a license update request
Step 7 - Send the appropriate macro
CSC COORDINATOR:: esiLaw New Account 1
Step 8 - Action the request in esiLaw 360 Admin
How to Create a new esiLaw 360 Account
When you have verified an order form is for a new account perform the following steps.
Step 1 – Take the customers information from the order form ticket and use this information to create an esiLaw 360 Trial account. (we make a trial account because its much faster and easier)
Paste the above information into the webform here
https://esilaw.com/trial/
Editing The New Account In 360 Admin
After you have created the customers trial account, we will be going into the esiLaw 360 Admin portal to update the account details to match what was specified in the customers Order ticket.
****Important****
You must be logged into a D&D VPN (either Vancouver or Toronto) for the esiLaw 360 Admin site to function.
ESILAW - Online Administration
Step 2 - In esiLaw 360 Admin, click on Clients Management
Step 3 - Search for the account created via the trial
Step 4 - Click on Edit
Step 5 - Add the company's address (this information does not auto populate) any any other information that doesn't auto populate
Step 6 - Click on Update Client Information
Step 7 - Check the checkbox next to the red font and click on Update License Information
Trial accounts default to 5 licenses and 5 Lawyers. Keep the Lawyers at 5 minimum but edit the licenses to the appropriate amount.
Updating License Information
Step 1 - When you are viewing an account scroll to the bottom to see their account type
Step 2 - Click on Edit
Step 3 - New accounts will always default to
- 5 companies
- 5 users
- 5 lawyers
Step 4 - Update the number of licenses and make sure to update the amount of lawyers. The minimum amount of Lawyers should be set to 5. But if the customer has 5 or more users than make sure the amount of users and Lawyers always matches.
In this example the customer has 10 users so you would up the number of Lawyers to match at 10 as well.
Step 5 - Set the Current Expiry Date 1 month from now
** IMPORTANT **
If this is a migration customer, then make their expiry 6 months from order date. To give the migration team a big enough window to schedule the customers migration. We don't charge their account until the migration is complete.
Step 6 - Scroll down to Notes and leave a note summarizing you added a new account, advising that billing has not been updated, and sign your name
How To Update License Information
Step 1 - In esiLaw 360 Admin, click on Clients Management
Step 2 - Enter the account number into the search field and press Enter
Step 3 - Click on Edit
Step 4 - Under List of Client's Licenses, navigate to the correct license type and click on Edit
Step 5 - Under Client's License Information, click on the downward pointing arrow to select the requested amount of licenses from the drop-down menu for both Number of Users Allowed / Created and Number of Lawyers Allowed / Created
*** IMPORTANT***
Keep number of layers at a minimum of 5 even if their license amount is less. So example 3 users would get 5 lawyers.
Step 6 - Scroll down to Notes and leave a note summarizing the updates, advising that billing has not been updated, and sign your name
Step 7 - Scroll down and click on Update License Information
Step 8 - Check the checkbox next to the red font and click on Update License Information
Getting Finance To Update Billing
Once you have completed creating the new account or updating the licenses, follow these steps in your Zendesk ticket to ask finance to update the customer's billing.
Step 1 - In your Zendesk ticket select macro CSC COORDINATOR:: esiLaw New Account 2
Step 2 - Fill out the relevant information in the macro to send to the finance team.
Step 3 - Wait for finance to reply to your ticket and confirm the customers billing has been setup correctly.
Finance will setup the customers billing and change their account from a Trial to Paid account in esiLaw 360 Admin and adjust their expiry date to the appropriate date.
Step 4 - Once finance has confirmed billing, send the customer macro CSC COORDINATOR:: esiLaw New Account 3 to inform the customer their order has been completed.
Step 5 - Depending whether it is a New Account or License Update send the customer either of the following Macros: CSC COORDINATOR:: License Confirmation/Completed
IF it is a new order - Create a separate ticket with macro CSC COORDINATOR:: esiLaw 360 Onboarding Email. And mark it as solved.
This separates the onboarding email from the original order email keeping things neat and tidy in Zendesk.
New Orders That Request Migration
For orders that are requesting a migration date. Please create the customers esiLaw 360 trial with the steps above and make sure to do the following.
- Set the trial expiry to 6 months from order date
- Provision appropriate amount of licenses / users as per order details
Once complete do the following
- Create a new ticket in Zendesk and use Macro
CSC COORDINATOR:: esiLaw New Migration Ticket
This will create a new ticket with the following
Fill out all the details and save as OPEN. This will assign the ticket to the appropriate Deployment team member to follow up with the customer.
You should now be able to setup a new esiLaw 360 account order and facilitate license update requests in esiLaw 360 Admin. If you have any questions please reach out to the CSC Coordinator or CSC Supervisor.
FAQ
Can customers cancel their esiLaw subscription if they are still under contract?
No, support should not cancel an account if it is still under contract. Inform the customer that they are still under their agreed term so a full cancelation is not typically allowed. But also inform them you will forward their request to one of our team members who handles these request and they will reach out.
Then assign the ticket to the esiLaw Sales Rep - Paul Fihrer
And leave a private note with customers contact details and reason for wanting to end their term with us.
What if customers are cancelling due to firm closure or retirement?
If a customer is cancelling their subscription due to their practice closing or because they are retiring, there is no possibility for winback and therefor we should request their account be cancelled.
Inform the customer you would pass on their request to our finance team, then assign the ticket to the CSC Supervisor with an internal note of the customers reason for cancellation.
What if we are creating a new account for a UNITY bundle?
Some customers who sign up for certain UNITY bundles are eligible for free esiLaw licenses. Since most of these customers may never use their esiLaw license we suggest to create a trial account and make the expiry date the same date as their end of contract date. Then leave a note in 360 Admin that we have created an account as part of a UNITY bundle and when it should expire.
If the customer contacts and would like to start using their esiLaw license, assign the ticket to Finance Hotpager - Krystal Mahadeo and request the account be turned to a full account at $0 as part of their UNITY bundle.