Installer Onboarding

Internal procedure for taking a new installer from the sales handoff through their first install day. The installer-facing version is published in the docs and linked below.

Pipeline Overview

Every step maps to a stage on the Deals pipeline in Attio, the system of record for onboarding. Move the deal as each step completes. Anyone can then see where an installer stands.

Deal owner is a required field. Ownership moves from Sales to Customer Success at Intro Made to Anthony and stays there. Bringing Sales in to help with an escalation does not transfer the deal back.

Before Onboarding Starts

Owner: Sales.

This part belongs to Sales. It is recorded here because it sets up the handoff.

1. Run the demo call. The goal is the installer purchasing their first Selora Hub.
2. On purchase, move the deal to Hub Sold 🎉.
3. Create the installer’s Selora Connect account. Customer Success does not create it later.
4. Ship the hub and keep the tracking information on the deal.
5. Send the intro email connecting the installer with Customer Success, including the onboarding booking link.
6. Reassign Deal owner to Customer Success and move the deal to Intro Made to Anthony.

Intro Made to Anthony is the trigger for everything below.

Responding and Scheduling

Owner: Customer Success.

1. Respond to the intro email within 24 hours.
2. Check the hub tracking on the deal and note the delivery date.
3. Book the onboarding calls for the week the hub arrives. The installer needs the hardware in hand for call 1.
4. Move the deal to Onboarding Scheduled once the calls are on the calendar.

If the installer does not book

Escalate in order:

1. Follow up directly by email.
2. Call them.
3. Bring in Sales to help reach them.

Customer Success keeps the deal. Sales assists with the escalation and does not take it over.

If hub delivery slips

Rebook the calls against the new delivery date. The second half of call 1 is spent setting the hub up, so do not run it without the hardware on hand.

Completion check: calls are booked, the delivery date is known, and the deal sits at Onboarding Scheduled.

Call 1: Discovery and First Selora Hub Setup

Owner: Customer Success.

The installer sets up the hub they purchased, on their own bench or in their own space. The hub is theirs, not a customer’s.

Discovery

1. Their business, service area, and what they install today.
2. Their current stack, and who their likely first Selora customer is.

Hub setup

1. Unbox, place, connect, and power on the hub.
2. Claim it to their profile in Selora Connect and complete Home Assistant onboarding.
3. Confirm Selora AI is turned on, and set up their remote access.

Completion check: the hub is healthy in the dashboard and the installer can reach it remotely. Move the deal to Onboarding Call 1 Completed.

Call 2: Selora Connect Walkthrough

Owner: Customer Success.

Installer profile

1. Business details, logo, and service area.
2. Skills taxonomy: Lighting, Shades, Home Cinema, Multiroom Audio, Security, HVAC, Solar, Network.
3. How the public installer directory listing works.

Projects

1. Projects, then Create Project for Customer.
2. Customer name, email, and install address.
3. Project type, either New Setup or Upgrade.
4. Timeline and budget type.
5. Uploading floor plans and Control4 exports.

Installation manifest

1. Floors and rooms.
2. Add Devices, from the catalog or by manual entry.
3. The Integrations, Automations, and Dashboard tabs.
4. How the manifest becomes the Installation Plan.

Completion check: the installer has created a project and populated a manifest. Move the deal to Onboarding Call 2 Completed.

Call 3: Install Day

Owner: Customer Success and Support.

The installer is on site. Customer Success and the Customer Support Engineer support them remotely.

Before

1. Review the Installation Plan together.
2. Confirm tools, materials, dongles, and USB media.
3. Confirm the installer has the support number.

On site

1. Hub placement, power, and claiming it to the customer profile.
2. Support call: Secure Network Node access, customer remote access, and the Companion App.
3. Apps and integrations as needed, which can include Studio Code Server, Mosquitto MQTT Broker, and NetAlertX.
4. Protocol dongle setup, with devices paired one at a time.
5. Direct integrations, with the customer joining when credentials or MFA are required.

Handoff

1. Walk the customer through the finished system.
2. Show them how to request support in Selora Connect.

Completion check: devices are operational or documented as blocked, and the customer can log in and request support. Move the deal to Onboarding Call 3 Completed.

Completion

Owner: Customer Success.

Once call 3 finishes, move the deal to Onboarding/Install Completed. The installer is onboarded.

Ongoing support runs through the normal support process from this point, with the installer treated as the Installer customer tier on tickets.

Ownership at a Glance

When to Escalate

Bring in Sales to help reach the installer when:

• The installer does not respond to the intro email, follow-ups, or a phone call.
• The installer books onboarding and then goes quiet between calls.
• A deal sits in one stage well past its expected window.

Sales helps make contact. The deal stays with Customer Success.

Escalate to engineering when:

• The installer cannot complete Selora Hub setup on call 1.
• A claim or registration issue blocks their hub from coming online.
• Secure Network Node access cannot be established when it is required.
• A Selora product issue appears during a live customer install on call 3.

For anything that comes up during a live install, follow the escalation path in the Project Installation Support Guide rather than this page.

References