How to edit Client Services in Ignition

Purpose

This SOP outlines the precise steps for modifying a client's recurring services within Ignition. Its core purpose is to ensure that all changes to service descriptions, pricing, discounts, or billing frequencies are accurately updated in the client's service agreement. This guarantees correct recurring billing, maintains up-to-date service records, and accurately reflects agreed-upon client arrangements for SWEAT Digital.

Scope

This SOP applies to all SWEAT Digital clients when an existing service needs to be modified in Ignition. This may be initiated due to a client's upgrade/downgrade, a price adjustment, a service modification, or an internal review. The Support Specialist is the primary role responsible for executing this process.

Definitions

Roles & Responsibilities

Prerequisites

Before initiating this SOP, the following must be in place:

• Access to Ignition with the necessary permissions to edit client services and agreements.
• Access to Help Scout for client communication (if necessary).
• Access to the Client Bible (Monday.com) to verify client email addresses (if necessary).
• A confirmed reason and details for the service modification (e.g., new price, change in frequency).

Triggers

This process is triggered by:

• A client's request for a service upgrade or downgrade.
• An internal decision to adjust pricing for a specific service.
• A need to modify the description or details of a service for clarity.
• An internal review identifies an inconsistency or error in a client's active services.

Step-by-Step Process

1. Identify the Need for Service Edit

• Determine Source: The need to edit a client service will typically arise from a confirmed client agreement change (e.g., upgrade/downgrade), a standard price update, or an internal review.
• Clarify Details: Understand the exact modifications required for the service (e.g., new price, adding/removing a discount, changing service description).

2. Locate Client and Services in Ignition

• Navigate: Log into Ignition.
• Go to Clients and search for the relevant client account.
• Select the client and navigate to the "Services" tab.
• View Services: In this tab, you will see a list of all services currently active and previously used by the client.

3. Access Service Edit Mode

• Select Service: Click on the specific service you need to edit from the list (e.g., "Meta Advertising Management"). This action will typically open a detailed view of that service.
• Initiate Edit: Once viewing the service details, locate and click on the "Edit" button to access the service modification screen.

4. Execute Service Details Edit

• Access Edit Fields: You are now in the edit mode for the selected service. Here, you have the ability to modify various fields:
  • Service Description: Update the text describing the service.
  • Pricing: Adjust the numerical price of the service.
  • Tax Rate: Modify the applicable tax rate.
  • Discount Toggle: Locate the "Discount" option. You can toggle this ON or OFF to apply or remove a recurring discount.
    • Caution: Be extremely careful when dealing with the discount toggle, as it sometimes automatically changes its state (e.g., turns on) when other fields are edited. Always double-check its status before proceeding.
  • Billing Mode Options: You will also see options for "Billing Mode" (e.g., "How often do you want to bill," "Bill every when," and "End billing"). For standard recurring service edits, you will normally only adjust the pricing and discount fields. Exercise caution if altering billing mode for an active service, as this can have significant downstream impacts.
• Apply Changes: Make all necessary modifications as per the confirmed request.

5. Review and Save Changes

• Proceed: Once all desired changes have been made, click "Next".
• Review Summary: A summary screen will typically appear, allowing you to review all your changes before finalization. Carefully inspect this summary to ensure accuracy.
• Save: If all details are correct, click "Save" to apply the changes to the client's service.

6. Confirm Impact and Communicate (if necessary)

• Impact on Future Invoices: Remember that changes made here directly affect all future invoices for this service.
• Client Communication: If the service edit involves a significant change in pricing, service scope, or billing frequency, communicate these changes to the client.
  • Prepare Email: Open Help Scout. Find the client's email address in Ignition and confirm the "Billing Email" in the Client Bible (Monday.com) is valid.
  • Content: Clearly explain the updated service, new pricing, and when the changes will take effect on their invoices.
  • Verification: After sending, briefly check the "Closed" mailbox in Help Scout to ensure the email was sent successfully.

Notes

• Proration and Invoice Edits: If a service change occurs mid-billing cycle, you might also need to perform a manual invoice edit (refer to "How to Edit a Client Invoice in Ignition" SOP) to prorate the next upcoming invoice correctly.
• Double-Check Discount: Always re-verify the status of the "Discount" toggle before saving, even after making other changes to the service.
• Audit Trail: Ignition maintains an audit trail for service changes. Ensure all modifications are justifiable and easily traceable.
• Clarity on Billing Mode: While "Billing Mode" options are visible, changes to these are less common for simple service edits and should only be made if explicitly part of the agreed-upon modification.

Tools Used

Templates

Our system may leverage specific templates in Help Scout for client communication regarding service updates.