lyndon-bot commented 1 year ago

PROJECT: EA CONTACT SYSTEM - Audit Current Tools and Define Roadmap

OBJECTIVES

Need a system to manage and track all the different customers and contacts that leverages our current suite of third-party tools and services

TERMS

ZendDesk Custom Objects: You can use the Custom Objects API to create, read, update, and delete objects that you define yourself. You can also use it to define and manage relationships with other objects, including native Zendesk objects like tickets and users.
EA Terminology

See Below and/or Updated DataDictionary

RELATED ISSUES/DISCUSSIONS

123

DEPENDENCIES

Clearly defined terms and definitions

QUESTIONS

How do we define Contacts who are part of one of our ODP programs, but not in our current ea-ecosystem
What is the single source of truth for contacts not EA Members / Ea Business Accounts? SendGrid, ZendDesk, ZendSell?
How do we convert leads to contacts
How do we create lists from modifications in sendgrid
How are the third-party services (ZendDesk, ZendSell, SendGrid, Briefcase) integrated
How are email Campaigns and Contact List Management created and tracked

REQUIREMENTS

Define and describe all the current processes and services used for Contact Management
Complete the Data Dictionary and lock down all the ambiguous terminology
Define the Structure, Requirements, Features, and Services for the EA CONTACT SYSTEM
Create a PROJECT ROAD MAP and Timeline for the EA CONTACT SYSTEM

RISKS

possible issues / scope creep

REFERENCE FILES

TASKS

[ ] Add OD Number back to zendsell account
[ ] Add ZendsellID & SendgridID to member on creation
[ ] Complete the Data Dictionary and lock down all the ambiguous terminology
[ ] Define the Structure, Requirements, Features, and Services for the EA CONTACT SYSTEM
[ ] Create a PROJECT ROAD MAP and Timeline for the EA CONTACT SYSTEM
[x] #272
[x] #273
[ ] #274

lyndon-bot commented 1 year ago

ZENDESK INFORMATION:

lyndon-bot commented 1 year ago

Notes: There needs to be an ability to subsection by leads

CURRENT USE CASE

DEALS

New Express customers added weekly, indicated whether the accounts have purchased
Exports list of purchasing accounts for reps
Load company contacts into SendGrid and start them on a welcome cadence
Associated Contacts are reps associated with the ODP Account

LEADS

-Zapier inputs from exelerate savings -Chamber or elite customers (community partners) -Send to portal or ISO Team -End scenario is leads show up in the weekly customer list form OD

tech-ea commented 1 year ago

DATA DICTIONARY

Link to sheet

DOMAIN | TERM | SYNONYMS | DEFINITION -- | -- | -- | -- eax | EA Ecosystem | | General Term for all online properties eax | Person | | A general term for a human (*Preferably SMB (Small Business) affiliated (?)) eax | User | | A person who interacts with any part of ea-ecosystem eax | Contact | | A user who gives some sort of personal information at least email address eax | Friend | | A user who interacts via social media in the ea-ecosystem eax | Member | | A user that has signed up on EA.com and has been given a login / password eax | EA User (ea-user) | | A person who interacts with any part of the EA Company or EA Ecosystem eax | EA Contact (ea-contact) | | An ea-user who gives some sort of information of the EA Company or EA Ecosystem eax | EA Friend | | An ea-user who has connecteted via social media with EA Company or EA Ecosystem eax | EA Member (ea-member) | | An ea-user/ea-contact that has signed up for one of EA 's sites / apps and has been given a login / password eax | EA Plus Member | | eax | EA Business Account | | eax | EA Express Contact | | An ea-contact who is part the ODP Express Program ea-ecosystem eax | EA Express Member | | An ea-express-contact who registers for access to EA's full suite of services | | | ZendSell | Deals | | A deal is a sales opportunity that you've identified and are managing through your sales pipeline. ZendSell | Lead | | A person or company that hasn't previously worked with your organization. You use the lead page to store relevant information about people or companies you are approaching to understand if there is business potential. ZendSell | Contact (person/company) | | A contact in Sell is a person or company that you have qualified or have done business with in the past. ZendSell | Regular Contact | | a person or an organization you know, but with whom you have not initiated a business relationship yet. ZendSell | Current Prospect | | a person or an organization that you are actively selling to. ZendSell | Lost Prospect | | a person or an organization that you have tried to sell to in the past, but were unable to complete a deal. Lost prospects have never been customers before. ZendSell | Current Customer | | a person or an organization that currently buys goods or services from your business. ZendSell | Past Customer | | a person or an organization that previously bought goods or services from your business, but no longer does so. odp | OD_GrandParent_Account | | odp | OD_Parent_Account | | odp | OD_Account | OD_Child_Account, OD_Customer, | | | | | | | ZendDesk | Agents | | Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automations, but can configure their own macros and views. ZendDesk | Admin | | Administrators have all the abilities of agents, plus administrative abilities. Accounts on the Enterprise plan and above can configure custom roles to give agents varying degrees of administrative access. ZendDesk | End users (Customers) | | End users request support through tickets. End users have access to Help Center where they can view knowledge base articles and community content, access their ticket history, and submit new tickets.

tech-ea commented 1 year ago

Features

tech-ea commented 1 year ago

I am never one to follow any one thing. I always try to pick and choose aspects of systems and methodologies that fit the current context and team. The challenge is committing to a process that everyone is onboard and is flexible enough to change

Here are some recent podcasts and site that touch on some possibilities:

The Event Modeling Process

The Event Modeling Process as described in this podcast, seems very interesting. I've never used it but it sounds pretty good for EA, but would need exploring. Also it touches on Event Sourcing / Event Driven Design (below)

PODCAST: Episode 539: Adam Dymitruk on Event Modeling EventModeling.org

@lyndon-bot from our discussion today @emilyschlicter @sorengrey Not required reading /listening just interesting

lyndon-bot commented 1 year ago

@tech-ea interesting documentation on postgress vs sql

https://bluexp.netapp.com/blog/gcp-cvo-blg-google-cloud-postgresql-managed-or-self-managed

https://bluexp.netapp.com/blog/gcp-cvo-blg-google-cloud-database-the-right-service-for-your-workloads

https://bluexp.netapp.com/blog/gcp-cvo-blg-google-cloud-sql-mysql-postgres-and-ms-sql-on-google-cloud

lyndon-bot commented 1 year ago

How to write pub/sub -> trigger cloud functions https://cloud.google.com/functions/docs/tutorials/pubsub?hl=en#functions-deploy-command-nodejs

Connect to cloud sql

https://cloud.google.com/sql/docs/postgres/connect-instance-cloud-functions

@tech-ea here is my pass at how we could use pub/sub to populate omnibus