OCE–OCF Bridge SOP (Full Process)

 

1. Objective

Execute OCE–OCF bridge activations with:

• Proper user alignment
• Controlled activation timing
• Clear ownership across teams
• Full visibility across all stages

This SOP governs the end-to-end bridge lifecycle, from request intake through activation and post-activation validation.

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2. Definition: Bridge Integration

The OCE–OCF Bridge is an integration between OCE and OCF / 1LOOK that allows users to move between systems using shared SSO credentials and a connected workflow.

The bridge requires:

• Both systems to be properly configured
• Users to exist and match across both systems
• Controlled activation timing

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3. Critical Risk Areas

3.1 SSO Credentials

• Users must exist in both systems
• Emails and phone numbers must match where applicable
• Deleted or blocked users in OCE may also be blocked in OCF

User validation must confirm:

• Active users only (including users with access to only one system)
• Matching emails and phone numbers (where applicable)
• Correct permission levels

Failure to validate users results in access issues and poor user experience.

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3.2 Billing Impact

There is no direct equivalency between certain user types in OCE and OCF (e.g., “Free” users or installer roles).

Users designated as “Free” in OCE may still be billable in OCF unless explicitly validated.

User validation must ensure:

• Only users requiring access are included
• All unnecessary or non-operational users are removed prior to activation

Failure to validate user lists may result in unintended billing and downstream issues.

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3.3 Activation Timing

• Premature activation can break the integration
• Both systems must meet minimum setup requirements prior to activation

While recoverable, early activation creates avoidable issues, delays, and poor customer experience.

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4. Ownership

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5. Process Overview

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6. Step-by-Step Procedure

Step 1 — Request Intake

Owner: Implementation / Onboarding

• Update Company field: Estimating and Financing (required for reporting accuracy)
• Create ticket under the Company record
• Enter Go Live Date in ticket description

System of Record:
All requests must be created and tracked in the Bridge pipeline:
https://app.hubspot.com/contacts/4136968/objects/0-5/views/unassigned/board?prefetch=

Policy:

• A minimum of 5 business days’ notice is required prior to the requested Go Live Date
• Requests submitted without sufficient notice may miss review windows and delay activation timelines
• Incomplete or incorrectly submitted requests may result in reduced visibility, delayed review, and a less controlled customer experience

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Step 2 — Ticket Enrichment

Owner: Process Owner

• Add Org ID
• Add Org link
• Add 1LOOK SCP link
• Add Monday board (if available)

Policy:

• Perform one structured follow-up per missing item
• Avoid repeated chasing

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Step 3 — User List Collection

Owner: First Training Owner | Process Owner

• Compile user lists from OCE and OCF
• Include:
  • Name
  • Email
  • Role
• Post in Company notes and tag Process Owner

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Step 4 — User Validation

Owner: Process Owner

Compare OCE vs OCF users and identify:

• Missing users
• Email mismatches
• Users present in only one system
• Unnecessary users (billing risk)
• Post discrepancies and tag Account Manager

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Step 5 — User Confirmation

Owner: Account Manager

• Confirm discrepancies with dealer
• Finalize user list
• Communicate billing implications if applicable
• Post final approved list and tag Process Owner

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Step 6 — Pre-Activation Check

Owner: Process Owner

Confirm:

• User list is finalized and approved
• Minimum system setup requirements are met in both OCE and OCF
• Go Live Date is confirmed
• Training is scheduled

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Step 7 — Activation

Owner: Process Owner

Requirements:

• User validation complete
• Systems ready

Actions:

• Enable bridge in OCE
• Log activation in Company notes
• Tag onboarding/implementation teams

Edge Case:

• If activation was missed and training is complete → activate immediately

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Step 8 — Training (Live)

Owner: Implementation / Onboarding

• Conduct training with bridge active
• Ensure users operate in live environment

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Step 9 — Post-Activation

Owner: Account Manager

• Confirm access is working
• Identify any sync issues
• Document outcomes

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7. Core Rules

• The Bridge pipeline is the system of record for all requests
• All notes must be logged in the Company record
• Slack is not a system of record
• Activation must follow readiness checks
• One follow-up per dependency

Visibility Rule:
Requests not properly created or tracked may not receive timely review, increasing the risk of delays and impacting the customer experience

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8. Definition of Done

The process is complete when:

• Bridge is enabled
• User list is validated and confirmed
• Activation occurred after readiness requirements were met
• Training completed with bridge active
• All notes are logged in Company
• Ticket is closed

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9. Internal Positioning

Use:

“The OCE–OCF Bridge is a controlled integration activated after user alignment and readiness checks.”

Avoid:

• “We can just turn it on”
• “It’s automatic”
• “They’re ready because they bought both”

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10. Out of Scope

• Price presentation configuration
• Dealer usage instructions
• HubSpot navigation guidance
• Scenario tracking

These are handled outside this SOP.

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