Success Services Descriptions

At HotSchedules we take pride in providing you the same level of knowledgeable, professional, attentive service that you provide your own guests. There’s a reason for our 98% customer satisfaction score — our customers expect and receive world-class service to get up and running quickly, and they know that we’ll take care of them for the long haul.
 

Standard Setup Activities

  • A client onboarding specialist will take time (45 days) to:
    • Make an initial introduction within 2 business days from the project start date
    • Understand your operations through an exploratory call
    • Map the data requirements
    • Build, configure, and provide access to the site (permissions, employee roster load)
    • Managers will receive training sessions depending on unit count
    • Admins will receive training sessions when applicable
  • Training Hours for Add-Ons to Labor Products (included for POC Manager):
    • Above Store Console: 1
    • Logbook: 2
    • ACAdvisor: 2
  • Additional Remote Training Sessions Included by Number of Locations (per Week up to 5 Weeks):
    • 1-4 Locations: Follows above with Product
    • 5-25 Locations: 1
    • 26-100 Locations: 2
    • 101+ Locationss: 3

 

 

Additional Professional Services (Time & Materials)

 
If you desire additional professional services beyond the products’ scopes listed above, simply need additional training, or want to get the most out of your software with a consultative best practice session, HotSchedules has a menu of options. For longer engagements, you can select a Starter Plus and Pro OR Maintenance Plus and Pro package.
 
FLOOR MAPS
Basic setup and access to maps (up to 5 maps)

 
HISTORICAL DATA UPLOAD
Basic setup and access to data within sites

 
TASK LISTS
Organize and load task lists into your workflows (Up to 10)

 
TRAINING
Ad hoc sessions for employees who couldn’t attend or new hires

 

Activity Based Forecasting

The HotSchedules Professional Services team will host an in-depth planning session to uncover your objectives, current resources, configuration needs, and map out a customized plan for building your Labor Rule Matrix.
 
Plus-Pro-Premium packages as listed are for net new customer engagement, or existing customers that require no data migration/upload. Additional/separate services costs/engagement may be required for existing customers transitioning to using ABF.
 
ABF Starter Plus
Recommended for 10-25 units

  • 15-30 day engagement
  • Dedicated Consultant
  • (2) half hour Labor Model exploratory sessions
    • Provide Labor Matrix workbook
    • Review available settings/configurations
  • (1) one hour ABF Administrator training sessions
    • Configuration training
    • Labor Rule auditing/testing process training
  • (1) one hour ABF webinar training event for MUL, Key Stakeholder
  • (1) one hour Scheduling Manager training sessions
    • Scheduling process training with ABF
    • Reporting and best practices
  • (5) hours of project management and email/phone support
    • Questions outside of exploratory/training sessions
    • Data review

 
ABF Starter Pro
Recommended for 26-100 units

  • 30-45 day engagement
  • Dedicated Consultant
  • (1.5 day) On-site (or up to 4 one hour webinar) Labor Model exploratory sessions
    • Provide Labor Matrix workbook
    • Labor Model/Process evaluation
    • Review available settings/configurations
  • (8) one hour ABF Administrator training sessions
    • Configuration training
    • Working sessions to translate existing Labor Model into ABF
    • Labor Rule auditing/testing process training
  • (2) ABF webinar training events for MUL, Key Stakeholder
  • (2) one hour Scheduling Manager training sessions
    • Scheduling process training with ABF
    • Reporting and best practices
  • (15) hours of project management and email/phone support
    • Configuration training
    • Questions outside of exploratory/training sessions
    • Data gathering/review

 
ABF Starter Premium
Recommended for 101-125 units

  • 60-90 day engagement
  • Dedicated Consultant
  • (2 day) On-site Labor Model exploratory sessions
    • Provide Labor Matrix workbook
    • Labor Model/Process evaluation
    • Review available settings/configurations
  • (2 day) In-store Manager operations discovery
    • Map Labor considerations as they exist
    • Detail suggested best practices
  • Design deployment strategy
    • Present recommended configuration/deployment plan
    • Develop customized execution plan
    • Create/perform validation/testing
  • Review/measure Pilot success
  • Labor Rule build
    • Build of initial Labor Rule set (up to 10 jobs)
    • Establish all initial configuration settings
    • Detail all initial configuration settings in design documentation
  • Labor Rule updates based on Pilot success
  • Labor Budget planning
  • (12) one hour ABF Administrator training sessions
    • Configuration training
    • Working sessions to translate existing Labor Model into ABF
    • Labor Rule auditing/testing process training
  • (2) ABF webinar training events for MUL, Key Stakeholder
  • (25) hours of project management and email/phone support
    • Weekly status review/update
    • Questions outside of exploratory/training sessions
    • Data gathering/review
  • (10) one hour Scheduling Manager training sessions
    • Scheduling process training with ABF
    • Reporting and best practices

 

Time & Attendance

The HotSchedules Professional Services team will assist you in setting up the tricky aspects to federal, state, and local regulations that affect your employee scheduling and compliance. We will work with you to set the various thresholds for alerts around overtime and compliance risks where you may have to pay penalties.

 

Time & Attendance Plus
Recommended for 10-25 units

  • (45) Days of Engagement
  • Dedicated Deployment Coordinator
  • Configuration & Discovery Webinar
  • (3) Manager Training Sessions
  • (3) Above Store Console Training Sessions

 
Time & Attendance Pro
Recommended for 26-100 units

  • (60) Days of Engagement
  • Dedicated Deployment Coordinator
  • Configuration & Discovery Webinar
  • (6) Manager Training Sessions
  • (4) Above Store Console Training Sessions
  • Technical & Process Workshop
  • Deployment Best Practice Plans

 
Time & Attendance Premium
Recommended for 101-250 units

  • (75) Days of Engagement
  • Dedicated Deployment Coordinator
  • Configuration & Discovery Webinar
  • (12) Manager Training Sessions
  • (5) Above Store Console Training Sessions
  • Technical & Process Workshop
  • Deployment Best Practice Plans
  • Premium Corporate Care
  • Dedicated Technical Resource

 

 

HotSchedules Labor and Logbook

 

A HotSchedules Customer Enablement Specialist will help you maximize the value of the software and drive organization-wide adoption.

 

HotSchedules Labor

Fast track to labor optimization and reducing some of your tedious tasks.

 

Starter Plus

A customer enablement specialist is assigned for up to 60 days and conducts additional web-based training meetings (up to 4 Training Calls).

  • (3) Customized Floor Maps for Rosters
  • Staff Availability and Blocked Dates (1 set per site)
  • Labor Budgets entered (integrated sites only)
  • Above Store Console configuration (if ASC purchased)

 

Starter Pro

A customer enablement specialist is assigned for up to 90 days and conducts 2 additional web-based training meetings (up to 6 Training Calls).

  • (6) Customized Floor Maps for Rosters
  • Staff Availability and Blocked Dates (1 set per site)
  • Labor Budgets entered (integrated sites only)
  • Above Store Console configuration (if ASC purchased)
  • Technical & Process Workshop
  • Deployment Best Practice Plans
  • HS Classic to Clarifi Conversion

 

Monthly Maintenance Package

On a monthly basis, the customer will be eligible for 1 additional training session or consultation and support building a few tasks related to the product purchased.

Ongoing per Month Above Store Console Management and Updates to:

  • Hierarchy Modifications
  • User management
  • Schedule reports
  • Preload uploads

 

Logbook

Outsource your task list file conversion to our customer enablement specialists and improve your organizational communication and consistency.

 

Starter Plus

A customer enablement specialist is assigned for up to 60 days and conducts additional web-based training meetings (up to 4 Training Calls).

  • Consultative discovery call for Custom Task Lists (3)
  • Configure Logbook hierarchy for Authorized Locations
  • Create and assign Custom Task Lists (Up to 20)
  • Upload reference documentation to the Library (Up to 10 per company)

 

Starter Pro

A customer enablement specialist is assigned for up to 90 days and conducts 2 additional web-based training meetings (up to 6 Training Calls).

  • Consultative discovery call for Custom Task Lists (6)
  • Configure Logbook hierarchy for Authorized Locations
  • Create and assign Custom Task Lists (Up to 40)
  • Upload reference documentation to the Library (Up to 20 per company)

 

Monthly Maintenance Package

On a monthly basis, the customer will be eligible for 1 additional training session or consultation and support building a few tasks related to the product purchased.

Ongoing per Month:

  • Consultative discovery call for Custom Task Lists (1)
  • Create and assign Custom Task Lists (Up to 5)
  • Upload reference documentation to the Library (Up to 10 per company)
  • Task List Modifications (Up to 10)
  • ASC hierarchy modifications

 

 

Clarifi™ Professional Services

 

Clarifi includes a consultative level of service to ensure that you maximize the ROI of the solution. We staff our Customer Enablement teams with industry experts. They not only understand how to guide you through the adoption of a new technology solution, but they also intimately know how it will impact your day-to-day operations.

 

Your Clarifi Services package includes a dedicated consulting professional that guides your project to success. The standard services engagement for Clarifi includes the following:

  • Best practice sessions to understand and maximize Labor and Workflow capabilities
  • Customer Site Design and Configuration
  • Overall project management and change management support
  • Detailed training program to get your admins and managers quickly up to speed!

 

Based on your Labor and/or Inventory needs, you may select among three Service packages: Plus, Pro, and Premium. We recommend a higher level of service engagement based on more complexity in your organization. Ad Hoc and custom options are available if you would prefer additional training or consultation beyond the offerings below, especially in conjunction with other HotSchedules’ products.

 

 

Clarifi Labor

The Clarifi Professional Services team partners with your IT and Operations teams to ensure a personalized and swift onboarding experience that contemplates all the special details to your operations. The customer enablement specialists will think through the forecasting, labor scheduling, and workflow logistics; configure your integration and site; and train your team on all the features that will simplify your managers’ lives to drive higher margin. For additional consultation on best practices, please click here to view our other services.

 

Labor Plus
Recommended for 10-25 units

  • 45 day Engagement
  • Configuration Webinar
    • Webinar to review current Operations
    • Master Data Review
    • Project Timeline Collaboration
  • POS Integration
    • Platform and Agent Self-Install Training Session
    • Coaching for Data Validation
    • Clarifi POS Integration Setup and Configuration
  • Dedicated Deployment Coordinator
    • Coordinate and Provide Live Webinar Manager and Admin training
    • Supply Recording of Training Sessions
    • Provide Supporting Functionality Documentation
  • Training Sessions
    • (3) one hour Manager Training Sessions
    • (3) one hour Above Store Console Training Sessions

 

Labor Pro
Recommended for 26-100 units

  • 60 day Engagement
  • Technical & Process Exploratory Session
    • Understand Business Practices
    • Provide Guidance on Configuration
    • Detailed Permission/Role Configuration
  • POS Integration
    • Platform and Agent Self-Install Training Session
    • Coaching for Data Validation
    • Clarifi POS Integration Setup and Configuration
  • Dedicated Deployment Coordinator
    • Coordinate and Provide Live Webinar Manager and Admin training
    • Supply Recording of Training Sessions
    • Provide Supporting Functionality Documentation
  • Deployment Best Practice Plans
    • Deployment Scheduling Planning
    • Training Recommendation
    • Coordinate to Deliver Change Management Best Practices
  • Training Sessions
    • 6 Manager Training Sessions
    • 4 Above Store Console Training Sessions
  • HS Classic to Clarifi Conversion
    • MyPass Global Profile Activation
    • Advance Forecasting Configuration
    • Platform Data Establishment

 

Labor Premium
Recommended for 101-250 units

  • 75 day Engagement
  • Technical & Process Exploratory Session
    • Understand Business Practices
    • Provide Guidance on Configuration
    • Detailed Permission/Role Configuration
  • POS Integration
    • Platform and Agent Self-Install Training Session
    • Coaching for Data Validation
    • Clarifi POS Integration Setup and Configuration
  • Dedicated Deployment Coordinator
    • Coordinate and Provide Live Webinar Manager and Admin training
    • Supply Recording of Training Sessions
    • Provide Supporting Functionality Documentation
  • Deployment Best Practice Plans
    • Deployment Scheduling Planning
    • Training Recommendation
    • Coordinate to Deliver Change Management Best Practices
  • Training Sessions
    • 12 Manager Training Sessions
    • 5 Above Store Console Training Sessions
  • HS Classic to Clarifi Conversion
    • MyPass Global Profile Activation
    • Advance Forecasting Configuration
    • Platform Data Establishment
  • Premium Corporate Care (60 days)
    • Reduces Service Level Agreement (SLA)
    • Direct Access to Tier 3 Support
    • Dedicated Support Account Analyst
  • Dedicated Technical Resource
    • Named resource To Support Integration Processes
  • 1 Year of Historical Data Import
    • Sales, Guests, Transactions

 

 

Clarifi Inventory

In parallel to setting up your forecasting foundation for sales and labor management, the Clarifi Professional Services team will consult with your IT, Chefs, and Kitchen Operations to deeply understand your menus, ingredients, vendors, and all the moving pieces to your inventory management. The customer enablement specialists will calibrate your item level forecasting, ordering, and counting procedures; configure your POS and vendor integrations; and train your team on all the time saving features that your managers will appreciate while having a new found visibility on the food cost drivers. For additional consultation on best practices, please click here to view our other services.

 

Inventory Plus
Recommended for 10-25 units

  • 100 day Engagement
  • Best Practice & Training Webinar
    • Webinar to review current Operations
    • Master Data Review and Data Template Walk Through
    • Project Timeline Collaboration
  • POS Integration
    • Platform and Agent Self-Install Training Session
    • Coaching for Data Validation
    • Clarifi POS Integration Setup and Configuration
  • Dedicated Project Manager
    • Partner Providing Best Practice Timelines
    • Weekly Status Reporting
    • Action Item Tracking Tools
  • Dedicated Inventory Consultant
    • Partner Providing Best Practice for Inventory Configuration
    • Master Data Coach
    • Clarifi Inventory Trainer
  • Configuration Coaching Session
    • Interactive Sessions to Review Best Practices
    • Clarifi Inventory Setup Training Webinar
    • Sales Item, Inventory Item, Vendor Item, and Recipe Setup Coaching Sessions
  • 2 Manager Training Sessions
    • Inventory Training Documentation for Managers
    • Webinar Group Training Sessions for Managers

 

Inventory Pro
Recommended for 26-100 units

  • 125 day Engagement
  • On Site Best Practices Kick-Off
    • Face to Face meeting to review current Operations
    • Master Data Deep Dive and Data Template Review
    • Project Timeline Milestone Planning
  • Inventory Configuration Sessions
    • Data Validation Training Session
    • Inventory Management Training Session
    • Collaborative Inventory Entry Sessions
  • Inventory Validation Sessions
    • Assistance with Data Review Pre-entry
    • Assistance with Configuration/Setup Analysis
    • Spot Checking of set up of Items and Recipes
    • Troubleshooting sessions
  • 1 Standard Vendor Integration
    • Configuration of an existing electronically integrated vendor
  • Deployment Best Practice Plans
    • Deployment Scheduling Planning
    • Training Recommendation
  • 12 Manager Training Sessions
    • Inventory Training Documentation for Managers
    • Webinar Group Training Sessions for Managers
    • Follow-Up Question and Answer Session

 

Inventory Premium
Recommended for 101-250 units

  • 150 day Engagement
  • On-Site Inventory Admin Training
    • Inventory expert face to face training
    • Interactive Inventory Setup Activities
  • Inventory Best Practice Data Analysis
    • Unit of Measure Validation and Recommendations
    • Inventory Item and Recipe Examination
    • Inventory Anomaly Investigation
  • Inventory Configuration Services
    • Assistance with the build of inventory setup
      • Units of Measures and Conversions
      • Inventory Items
      • Vendor Items
      • Recipes
  • 2 Extra Standard Vendor Integration
    • Configuration of an existing electronically integrated vendor
  • 1 New Vendor Integration
    • Development of electronic integration touch points including:
      • Ordering
      • Order Confirmation
      • Advanced Shipping Notification
      • Purchase Order Receivings
  • 24 Manager Training Sessions
    • 7 Group Sessions
    • 3 Q&A Session

 

Talent Development

The Clarifi Professional Services team will consult on how best to organize your Academy, address any concerns you have for your team’s training and food service certification, and alleviate much of the grunt work that includes uploading your existing courses, documents & assessments into the tool. For additional consultation on best practices, please click here to view our other services.

 

Talent Development Basic

  • Academy setup
    • Environment build an initial standard configuration
    • Provide Supporting Functionality Documentation
    • Association with existing HotSchedules Labor site (where applicable)
    • Access to administrative build tools
  • Store Manager Training
    • (1) one hour Manager Training Sessions

 

Talent Development Plus
Recommended for 10-25 units

  • 45 day engagement
  • Academy setup
    • Environment build an initial standard configuration
    • Provide Supporting Functionality Documentation
    • Association with existing HotSchedules Labor site (where applicable)
    • Initial hierarchy setup
    • Access to administrative build tools
  • Content
    • Delivery of content matrix workbook
    • (up to 50 files) Import of training content/resources
    • (up to 50 files) Organization of initially imported content
    • (up to 25) Translation of existing exam questions into interface
    • (up to 5) Organization of content/exams into courses
  • Administrator Training
    • (3) one hour configuration best practice workshop
    • Tool feature exploration in relation to goals
    • Content management and reporting training
  • 10 hours of project management and email/phone support
    • Weekly status review/update
    • Questions outside of exploratory/training sessions
    • Data review
  • Store Manager Training
    • (1) one hour Manager Training Sessions

 

Talent Development Pro
Recommended for 26-100 units

  • 60 Day Engagement
  • Academy setup
    • (1day) on-site exploratory/process review workshop
    • Provide Supporting Functionality Documentation
    • Association with existing HotSchedules Labor site (where applicable)
    • Initial hierarchy setup
    • Access to administrative build tools
  • Content
    • Delivery of content matrix workbook
    • (up to 100 files) Import of training content/resources
    • (up to 100 files) Organization of initially imported content
    • (up to 50) Translation of existing exam questions into interface
    • (up to 10) Organization of content/exams into courses
  • Administrator Training
    • (4) one hour configuration best practice workshops
    • Tool feature exploration in relation to goals
    • Content management and reporting training
  • Dedicated Deployment Coordinator/Consultant
    • Coordinate and Provide Live Webinar Manager and Admin training
    • Supply Recording of Training Sessions
    • Provide Supporting Functionality Documentation
  • 15 hours of project management and email/phone support
    • Weekly status review/update
    • Questions outside of exploratory/training sessions
    • Data gathering/review
  • Store Manager Training
    • (2) one hour Manager Training Sessions

 

Talent Development Premium
Recommended for 101-250 units

  • 75 Day Engagement
  • Academy setup
    • (1.5 day) on-site exploratory/process review workshop
    • Provide Supporting Functionality Documentation
    • Association with existing HotSchedules Labor site (where applicable)
    • Initial hierarchy setup
    • Access to administrative build tools
  • Content
    • Migration/import of SCORM file packages
    • Delivery of content matrix workbook
    • Import of all training content/resources
    • Organization of initially imported content
    • Translation of all existing exam questions into interface
    • Organization of all content/exams into courses
  • Learner History Migration
    • Provide historical learner data import template
    • Import of full historical training completion associated with users
  • Administrator Training
    • (5) one hour configuration best practice workshops
    • Tool feature exploration in relation to goals
    • Content management and reporting training
  • Dedicated Deployment Coordinator/Consultant
    • Coordinate and Provide Live Webinar Manager and Admin training
    • Supply Recording of Training Sessions
    • Provide Supporting Functionality Documentation
  • 20 hours of project management and email/phone support
    • Weekly status review/update
    • Questions outside of exploratory/training sessions
    • Data gathering/review
  • Store Manager Training
    • (3) one hour Manager Training Sessions

 

 

Premium Support

Priority Care

Includes the following:

  • Priority Call Routing
  • Less than or equal to 30 second average wait times
  • Dedicated phone number
  • Priority Ticket Routing
  • Setup: You identify the admin contacts to receive priority routing
  • HotSchedules will be provision contacts within the ticketing system to receive priority routing on all tickets submitted by You
  • Less than or equal to 1 hour response times
  • Measured resolution SLAs
  • Dedicated email address
  • Ticket Trend Reports including SLA
  • Setup: You will be provisioned within ticketing system to receive priority routing on all tickets submitted by a user of your company’s email domain
  • Reports sent to You via automated monthly email

 

Premium Corporate Care

Includes the following:

  • Priority Care
  • Setup: You identify the escalation contacts
  • Named Account Specialist assigned and available to You:
    • Available Monday to Friday, during business hours (approximately 8 am to 5 pm, US Central time)
  • Direct phone line extension available to Admins (corporate level admin)
  • Monthly meetings to discuss open tickets or emerging trends
  • Ongoing in-depth Admin Training as needed (web based, limited to admin level)
  • Custom and personalized analysis of ticket trends (once per quarter)

 

 

Don't just dream of being awesome. Get a Demo