This document outlines the standard operating procedures (SOPs) for CreateKAE's business operations, client interactions, and service delivery. These procedures ensure consistency, quality, and compliance across all our business activities.

These SOPs apply to all CreateKAE team members, contractors, and representatives. They are designed to maintain our high standards of service and ensure a seamless experience for our clients.

1. Client Onboarding Process

1.1 Initial Contact and Qualification

Respond to all initial inquiries within 24 business hours.Conduct preliminary qualification using the standard questionnaire to determine income tier and business status.Tag and segment leads in the CRM system based on questionnaire responses.Schedule an initial discovery call for qualified leads within 3 business days.

1.2 Discovery Call Protocol

Use the standardized discovery call script and question framework.Clearly explain the CreateKAE methodology and relevant service offerings.Address potential objections using the approved response guide.Present the appropriate service package based on client needs and qualification.Document all call notes in the CRM system within 2 hours of call completion.

1.3 Service Agreement and Payment

Send the appropriate service agreement within 24 hours of a successful discovery call.Follow up on unsigned agreements after 48 hours.Process payments according to the approved payment handling procedure.Issue receipts automatically through the CRM system.Activate the client welcome sequence upon payment confirmation.

1.4 Welcome and Orientation

Send welcome package within 24 hours of payment confirmation.Schedule kickoff call within 5 business days of enrollment.Provide access to relevant digital resources and platforms.Assign appropriate team members based on service package.Conduct orientation session to familiarize client with systems and expectations.

2. Communication Standards

2.1 Client Communication Protocols

Respond to all client emails within 24 business hours.Return phone calls within 4 business hours.Use the approved email templates for standard communications.Document all significant client interactions in the CRM system.Maintain professional tone and branding in all communications.

2.2 A2P Messaging Compliance

Obtain explicit consent before sending any automated messages.Include clear opt-out instructions in all automated communications.Process opt-out requests within 24 hours.Limit standard messaging frequency to no more than 4 messages per week.Maintain records of all messaging consent and opt-out actions.

2.3 Internal Communication

Use the designated project management system for all internal communications.Conduct weekly team meetings to review client progress and address issues.Document all client-related decisions and action items.Escalate urgent matters to the appropriate supervisor immediately.

3. Service Delivery Procedures

3.1 Business Assessment and Planning

Complete the comprehensive business assessment within the first week of engagement.Develop customized business plan using the standard template within 10 business days.Review plan with client and incorporate feedback within 5 business days.Finalize and deliver the implementation roadmap with clear milestones.

3.2 Implementation Support

Conduct weekly implementation calls according to the service package schedule.Document progress and action items after each call.Provide resources and templates according to the implementation timeline.Review and provide feedback on client deliverables within 48 hours.Track milestone completion in the project management system.

3.3 CRM and Automation Setup

Complete initial CRM setup within 5 business days of request.Configure automation workflows according to the approved templates.Conduct CRM training session within 3 days of setup completion.Provide written documentation and video tutorials for all systems.Schedule 30-day review to optimize and refine automations.

4. Quality Assurance and Continuous Improvement

4.1 Client Progress Monitoring

Review client progress against milestones on a bi-weekly basis.Identify and address potential issues before they impact results.Document successful strategies and outcomes for case studies.Conduct monthly progress reviews with clients.

4.2 Feedback Collection

Send automated satisfaction surveys after key milestones.Conduct mid-program and end-program reviews.Document and analyze all client feedback.Implement improvement suggestions when appropriate.

4.3 Service Refinement

Review and update service offerings quarterly.Refine processes based on performance data and client feedback.Update templates and resources monthly.Conduct team training on new procedures and best practices.

5. Client Success Metrics and Reporting

Service LevelKey Performance IndicatorsReporting FrequencyDigital Book ($27)- Download completion rate

- Upsell conversion rate

- Customer satisfaction scoreMonthlyImplementation Course ($147)- Module completion rate

- Implementation milestone achievement

- Support ticket resolution time

- Mid-ticket conversion rateBi-weeklyBusiness Implementation System ($3,600)- Revenue growth metrics

- System implementation completion

- Automation efficiency gains

- Client satisfaction scores

- CRM upsell conversion rateWeeklyElite Coaching Program ($12,000)- Business growth metrics

- Passive income system implementation

- Time investment reduction

- ROI on implemented strategies

- Partnership qualification rateWeekly

6. Compliance and Documentation

6.1 Record Keeping

Maintain complete client records in the CRM system for a minimum of 3 years.Document all service agreements and amendments.Archive all client deliverables and feedback.Secure all client data according to privacy policy standards.

6.2 Regulatory Compliance

Review and update Terms and Conditions quarterly.Maintain A2P messaging compliance documentation.Conduct annual privacy policy review and updates.Ensure all marketing materials comply with FTC guidelines.

7. Team Roles and Responsibilities

7.1 Client Success Manager

Serve as primary point of contact for assigned clients.Coordinate service delivery across team members.Monitor client progress and satisfaction.Identify upsell opportunities and client needs.Ensure timely completion of all deliverables.

7.2 Business Implementation Specialist

Conduct business assessments and develop implementation plans.Provide expert guidance on business operations and systems.Deliver training on business processes and automation.Track and report on implementation progress.

7.3 CRM and Automation Expert

Configure and optimize CRM systems for clients.Develop and implement automation workflows.Provide technical support and troubleshooting.Train clients on system usage and maintenance.

7.4 Executive Coach (High-Ticket Programs)

Deliver 1-on-1 coaching sessions for high-ticket clients.Provide strategic guidance on business growth and scaling.Develop exit and succession planning strategies.Facilitate connections to strategic partners and resources.