The Fulfilment Process – Social Media Management 

What is Digital Fulfilment? 

Digital Fulfillment refers to the process by which a digital product (for example: Social Media Management Advanced product) from start to finish is actioned by a Digital Fulfillment Specialist.

The Fulfilment Cycle 

1. Customer Signs Contract 
2. Sales Consultant Submits Contract 
3. Quality Assurance received and checks contract 
4. Digital Fulfilment Specialist begins processing product 

What is needed to fulfill a SMM Product?

1. Content Collection Form
2. Company Logo
3. Sales Collateral
4. Branding Guidelines
5. Images of Products and Services
6. Product List
7. Manufacturer’s Website
8. Event Schedule
9. Upcoming Promotions or Campaigns
10. Content or Content ideas

What the Digital Fulfillment Specialist will produce?

1. Basic Artwork for posts (sourcing product images and stock photography online)
2. Create a post template that represents the business
3. Content curation (articles, infographics, news, videos, etc.)
   
3. 
   

Turn around Times

Art Creation, Content Changes

1. DFS- Approx. 24 Hours turnaround time.
2. Graphics Team- DFS to send details as indicated on content schedule to Citric Media- requires at least 3 days’ notice; will turnaround by the given due date.
3. Changes should be submitted ASAP for quicker turnaround.
   

Communication, General & Approval

1. Responds to customers emails or return calls within an hour or less
2. After working hours, emails and calls can be responded to the following day.
3. Approval for artwork/content schedule for the following week should receive customer approval the Wednesday/ Thursday prior.
   

Activation, Social Profiles 

1. After the DFM assigns the account to a DFS, new profiles should be activated within 24-48 hours of assignment.
2. If the customer already has active social profiles, the DFS will send a request to get access. Follow up with the customer 24 hours after the request was sent. The longer it takes to get access the longer it takes for the product to be fulfilled.
   

When to escalate, to whom & the expectations 

When to Escalate

If Customer is unresponsive after attempts have been made via email

and telephone.

Specialist will escalate the account to the Supervisor by…

1. Flagging account in AdMan
   
2. Entering related comments
   
3. Emailing Supervisor
   

Supervisor will notify the consultant, who will in turn alert the Digital

Provisioning Manager, Sales Manager and the Digital Sales Manager.

The Expectations

That the consultant can reach the Customer, and rectify the issue.

Production Cycle 

1. Once a social media contract is normalized, the Job is assigned to the Specialist.
2. Specialist will complete the workflow.
3. Comments are made regularly in
4. AdMan – meeting dates, notes, emails from customers/sales consultants, etc).
5. Monthly reports & content schedules are uploaded to AdMan.