Viova | Sales-to-CSM Handoff Form

1Deal Summary & Basic Info

DMS is captured once here and reused automatically in Section 5, you won't be asked again.

Account Executive (AE)

CSM Assigned (leave as TBD if unsure, Walid will assign)

Contract Signed Date

Target Billing Start Date

Target Kickoff Meeting Date (standard: within 20 business days of handoff, one month max)

Region

DMS Integration

2Dealership Profile

DMS integration is not repeated here: see Section 1.

Dealership Name

Dealership Website(s) (one per rooftop)

Full Address (street, city, ZIP/postal code, state/province, country)

Dealer Group or Independent?

Independent Dealer Group

Number & Names of Rooftops in Scope

Offered Brands

Time Zone

Primary Operating Language(s)

3Commercial Terms

No pilots: payment credentials must be confirmed before kickoff.

Viova Package Sold

Monthly Recurring Revenue (MRR)

Currency

Setup Fee

Contract Term

Payment Method

Non-Standard Pricing?

No Yes, describe below

Describe Non-Standard Pricing

Discounts or Special Terms (optional)

Custom Commitments Made During Sale (optional)

4Scope & Call Handling

Inbound call handling, warm transfer, and email are covered by the default setup and aren't asked here.

Coverage

Full dealership coverage Department-specific

Departments in Scope

Sales Service Parts Administration

Call Handling Mode

Describe Hybrid Coverage

Use Case Checklist

Notes below update automatically based on the DMS selected in Section 1: what's checked "Yes" here should match what the DMS can actually do live on a call.

Live call capability

Appointment booking / rescheduling / cancellation, ServiceDMS dependent: select a DMS in Section 1 to see live-call capability

Yes No

Vehicle inventory inquiriesDMS dependent: select a DMS in Section 1 to see live-call capability

Yes No

Parts inventory inquiriesDMS dependent: select a DMS in Section 1 to see live-call capability

Yes No

Phone & SMS transfers

Yes No

WhatsApp neededShown for non-North America regions only

Yes No

Other use case (specify)

5Technical Environment

Phone provider contact, IVR, voicemail, and DDI/pool numbers are required for call routing: get these before kickoff whenever possible. Fields marked "if known" are fine to leave for the CSM to chase at kickoff, but flagging what's missing here saves a round trip.

Integration Type

DMS in Use (from Section 1)

CRM in Use (if separate from DMS)

ADF Email Address (if sales active)

Deployment & Phone System

Deployment Mode

Controls IVR routing scope, not the same as the dealer-record "Prompt Mode" setting configured later in Viova.

Phone System / Provider

Phone System Type

Active Maintenance Agreement with Phone Provider?

If no, the dealer is typically billed per-incident for IVR changes (PBX example: ~$138/hr). Flag this before kickoff so it isn't a surprise.

Total PBX Lines

Max simultaneous Viova-forwarded calls = lines ÷ 2. On a PBX, every forwarded call uses one inbound line and one outbound line.

Contacts

Phone Provider Contact: Name

Phone Provider Contact: Email or Phone

Dealer IT / Phone System Contact: Name (who actually makes the IVR change, often not the service manager)

Dealer IT / Phone System Contact: Email or Phone

Routing & Transfer Setup

IVR System in Place?

Yes No

Describe IVR Setup (map or call flow diagram if available)

Department Pool Numbers / Extension Sheet (Sales, Service, Parts, Admin: one direct line per department)

DDI Numbers Required for Call Routing

BDC Operational Hours

Staff Directory (name, role, direct number: needed for "can I speak to John?" transfers, attach separately if long)

Voicemail Setup

CLIP / No-Screening Confirmed?

Original caller's number must display to the agent on transfer, not Viova's number. Verify with a live test call, don't rely on the dealer's self-report.

Warm Transfer Return Callback Email

Required for every dealer. Without it, a failed transfer has nowhere to send the callback request.

Alarm / Security Monitoring Company Caller ID (optional, if applicable)

Existing Call Routing Setup Possible?

Known Integration Constraints or Risks (optional)

6Stakeholder Map

"Champion" replaces the old "Internal Contact" label, the day-to-day advocate on the client side.

Decision Maker (Signer)

Name

Title

Email

Phone

Champion renamed

Day-to-day contact / internal advocate at the dealership.

Name

Title

Email

Phone

IT / Systems Contact

Name

Title

Email

Phone

7Client Context & Risk Flags

Timeline Expectations Communicated to Client

Competing Tools Currently in Use (optional)

Client's Technical Sophistication

High: has IT resources, comfortable with integrations Medium: operationally capable, limited technical depth Low: will need significant hand-holding on technical steps

Unresolved Objections or Concerns from the Sales Process (optional)

Anything Else the CSM Should Know (optional)

8AE Sign-Off

By submitting, you confirm all fields are complete and accurate, no verbal commitments have been omitted, and the client has been told their CSM will reach out.

AE Full Name

Submission Date

AE Signature (type your full name)

I confirm all fields above are complete and accurate, no verbal commitments have been omitted, and the client has been informed their CSM will contact them. Next step: contact the CSM directly and lock a kickoff date (max 1–1.5 weeks out).