1LOOK – One Click Contractor Bridge Setup and Activation Process

Introduction

The OCE - OCF Bridge allows dealers to connect One Click Contractor (OCC) with 1LOOK (OCF), enabling data to flow between estimating and financing workflows.

This SOP defines the standardized process for requesting, reviewing, aligning users, and activating the bridge. It ensures consistency, accountability, and proper documentation across all teams involved.

The bridge is an internal-controlled feature and must follow this process from request through activation and post-activation support.

Process Table

Policies

Access and Activation Control

• Only the Process Owner may enable the bridge. No exceptions.

• The bridge should not be enabled based on a verbal or informal request. A properly configured HubSpot ticket must exist before activation.

• Dealers may not request, initiate, or control bridge activation. If a dealer asks, gather the required information and manage the process internally.

User Alignment

• User alignment must be attempted before every bridge activation. It may not be skipped, even when go-live is urgent.

• If a user is deactivated in 1LOOK, they are automatically deactivated in OCC. Alignment exists to reduce that risk.

• Unresolved discrepancies do not block activation, but they must be documented in HubSpot before the bridge is enabled.

• Auth0 must be verified and pushed for all users requiring access to both systems before the closing note is posted.

Documentation and Auditability

All updates, decisions, and communications must be logged as HubSpot notes. Slack conversations are not official documentation.

Every activation must include a closing note with:

• Bridge enabled date

• Lists reviewed date

• Final alignment table

Tickets must always follow this naming convention:

Bridge Request - [Company Name / Location]

Escalation

After 2 unanswered follow-ups, the Process Owner must escalate to the Team Lead. Holding tickets open without escalation is not permitted.

Ambiguous tickets must be escalated to the Process Owner. CSRs do not determine bridge versus non-bridge requests independently.

Billing Transparency

OCC billable seats are auto-pushed as users expand. The AM must communicate this to the dealer during Step 5 to reduce billing disputes.

OCF billable seat tracking is pending team confirmation.

Step-by-Step Procedure

Step 1 - Bridge Request

Owner: Whoever is actively working with the client, including OCC Onboarding, OCF Onboarding, or AM

Trigger: The moment a client expresses intent to use the bridge

Create a HubSpot ticket immediately. Do not wait for additional approvals.

Required fields:

Step 2 - Triage

Owner: CSR

• Review the ticket in the Customer Support pipeline under New status

• If clearly a bridge request, move it to Triage

• Assign it to the Process Owner

• If ambiguous, move it forward and flag for PO classification

• If incomplete, still move it to Triage for PO review

CSR does not hold or block bridge tickets due to missing details.

Step 3 - Ticket Setup and Acknowledgment

Owner: Process Owner

Complete the following:

• Assign the company to the ticket

• Confirm naming convention is correct

• Confirm:

  • Ticket Type = Blank

  • Category = OCE Bridge - 1Look

  • Owner = Process Owner

• Set priority:

  • Medium by default

  • High if both systems are already live or leadership requests expedite

Step 4 - Go-Live Readiness Review

Owner: Process Owner and Account Manager

• Monitor HubSpot notes for OCC and OCF go-live confirmations

• Review bridge tickets weekly

• Use Slack only for clarification

• Log all actual updates in HubSpot

• Do not proceed until both systems are confirmed live in HubSpot

After 2 unanswered follow-ups:

• Escalate to Team Lead

• Log the escalation in HubSpot

Known gap: OCC and OCF onboarding run independently. One side may be ready before the other, which can delay activation.

Step 5 - User List Confirmation

Owner: Account Manager

• Review PO request in HubSpot

• Contact dealer

• Collect all users needing:

  • OCC only

  • OCF only

  • Both systems

• Confirm exact login email for each user

• Post confirmed list in HubSpot

• Tag Process Owner when ready

• Communicate that OCC billable seats are auto-pushed as users expand

Self-service review is not currently feasible due to SSO billing complexity and lack of dealer access to 1LOOK user data.

Step 6 - User Alignment

Owner: Process Owner and Account Manager

• Pull user list from 1LOOK

• Pull user list from OCC

• Build side-by-side comparison table in a HubSpot note

• Push missing shared-access users to Auth0

• Send Auth0 notification email

• Update Auth0 status accordingly

• Flag unrecognized users to AM for awareness

Unrecognized users do not block activation.

User alignment table format:

Step 7 - Activation

Owner: Process Owner

Before activation, confirm all of the following:

• Dealer is live in OCC

• Dealer is live in OCF (1LOOK)

• User alignment was attempted and documented in HubSpot

• Training is complete for estimator and/or finance workflows

• Activation approval is documented in the ticket

Then:

• Enable the bridge using the OCC bridge setting or toggle

• Post the closing note

• Move the ticket to Closed

Best Practices

• Create the ticket as soon as the client expresses interest. Do not wait until onboarding is complete.

• HubSpot is the source of record. If it is not documented in HubSpot, it did not happen.

• Attempt user alignment before every activation. Discrepancies can be documented, but alignment may not be skipped.

• Set billing expectations early, especially around OCC billable seats.

• Escalate after 2 unanswered follow-ups. Do not leave bridge tickets open without escalation.

• Treat activation as the final step, not a shortcut. It only happens after readiness, alignment, and training are complete.

• Do not entertain dealer self-service activation requests. Internal teams own the process end to end.

• Team Leads should review bridge tickets after kickoff to catch setup issues early.