Symphony Core Platform Training Guide
Welcome to your Symphony Core platform training guide. This document covers the essential features you need to master for day-to-day business operations.
Training Overview
This guide is organized by priority - features that directly impact revenue and customer experience are covered first.
Total Training Time: 18-20 hours over 2 weeks Format: Hands-on sessions with real business examples
Pre-Training Checklist
Before training begins, ensure these are configured by Symphony Core:
- Phone number purchased and configured
- Stripe account connected for payments
- Email domain authenticated (SPF/DKIM)
- Company logo and branding colors uploaded
- Privacy policy and terms of service pages live
- A2P 10DLC registration submitted/approved
- Sample customer contacts created for practice
Training Priority Matrix
| Priority | Module | Time | Why It's Critical |
|---|---|---|---|
| HIGH | Phone System | 2h | Missed calls = lost business |
| HIGH | Calendar & Scheduling | 1.5h | Prevents double-booking, confirms appointments |
| HIGH | Contact Management | 1h | Foundation for all CRM features |
| HIGH | Invoicing & Payments | 1.5h | Cash flow depends on fast invoicing |
| HIGH | Pipelines | 1.5h | Track leads from inquiry to close |
| HIGH | SMS + A2P Compliance | 2h | Required for SMS delivery |
| HIGH | Basic Workflows | 2h | Automates repetitive follow-ups |
| MEDIUM | Email Marketing | 1.5h | Nurture sequences, announcements |
| MEDIUM | Forms | 1h | Lead capture from website |
| MEDIUM | Conversations Tab | 1h | Unified inbox for all messages |
| MEDIUM | Social Media Planner | 1h | Schedule posts across platforms |
Module 1: Phone System
Why This Matters
When potential customers call, they expect a quick response. If you miss calls, they'll call your competitor. Phone handling is directly tied to revenue.
What You'll Learn
-
Answering Calls
- How calls route to your phone
- Missed call notifications
- Call forwarding when you're away
-
Making Outbound Calls
- Click-to-call from contact records
- Call logging and notes
- Recording calls (if enabled)
-
Voicemail Setup
- Professional voicemail greeting
- Voicemail-to-text transcription
- Missed call text-back automation
Best Practices
- Check voicemails at least twice daily
- Update call forwarding when your schedule changes
- Always log call notes for future reference
- Respond to missed calls within 2 hours during business hours
Common Mistakes to Avoid
- Not checking voicemails daily
- Forgetting to update call forwarding
- Not logging call notes (makes follow-up harder)
Module 2: Calendar & Scheduling
Why This Matters
Double-booking wastes time and frustrates customers. Proper scheduling with automated reminders reduces no-shows and keeps your day organized.
What You'll Learn
-
Calendar Types
- Service calendars for appointments
- Round-robin for multiple team members
- Blocking time for internal tasks
-
Booking Links
- Shareable calendar link for website
- Embedding in email signatures
- SMS appointment links
-
Appointment Reminders
- SMS reminders (24h and 1h before)
- Email confirmations
- Rescheduling options
Best Practices
- Set buffer time between appointments (travel, prep)
- Send appointment confirmation immediately after booking
- Send reminders 24 hours and 1 hour before
- Include clear instructions for rescheduling
Common Mistakes to Avoid
- Not setting buffer time between appointments
- Sending too many reminders (3 max per appointment)
- Allowing same-day bookings without review
Module 3: Contact Management
Why This Matters
Every inquiry is a potential customer. Proper contact management ensures no lead falls through the cracks and past customers can be reactivated.
What You'll Learn
-
Creating Contacts
- Manual entry from phone calls
- Auto-creation from forms/calls
- Required fields for your business
-
Contact Organization
- Tags for segmentation (Lead, Customer, Past Customer)
- Custom fields for your business specifics
- Smart lists for targeted outreach
-
Contact Timeline
- Viewing all interactions
- Adding notes after conversations
- Task assignments
Recommended Tags
| Tag | When to Apply |
|---|---|
| Lead | New inquiry, not yet a customer |
| Estimate Scheduled | Appointment booked for quote |
| Quote Sent | Estimate provided |
| Customer | Actively doing business with you |
| Past Customer | Completed past project |
| VIP | High-value or referral source |
Common Mistakes to Avoid
- Not tagging contacts (makes follow-up impossible)
- Skipping notes after conversations
- Letting duplicate contacts accumulate
Module 4: Invoicing & Payments
Why This Matters
Professional invoices build trust. Online payment options get you paid faster. Tracking outstanding balances prevents cash flow problems.
What You'll Learn
-
Creating Invoices
- Line items for products/services
- Deposits and partial payments
- Due dates and payment terms
-
Payment Collection
- Stripe integration for online payments
- Payment links via SMS/email
- Tracking paid vs. outstanding
-
Invoice Templates
- Branded invoice template
- Standard terms and conditions
- Thank you message
Best Practices
- Request deposits for large jobs
- Send invoices within 24 hours of service
- Include direct payment links in every invoice
- Follow up on overdue invoices at 7, 14, and 30 days
Common Mistakes to Avoid
- Not requesting deposits upfront
- Sending invoices without payment links
- Forgetting to follow up on overdue invoices
Module 5: Pipelines
Why This Matters
Pipelines let you see every deal at a glance - who needs follow-up, who's scheduled, who's ready to close. This prevents leads from slipping through the cracks.
What You'll Learn
-
Pipeline Structure
- Stages for your sales process
- Moving opportunities between stages
- Pipeline value tracking
-
Opportunity Management
- Creating opportunities from contacts
- Adding notes and tasks
- Setting expected close dates
-
Pipeline Views
- Board view (Kanban)
- List view
- Filtering by stage, date, value
Recommended Pipeline Stages
| Stage | What Happens Here |
|---|---|
| New Lead | Inquiry received, needs contact |
| Appointment Scheduled | Meeting/estimate booked |
| Quote Sent | Proposal provided, awaiting decision |
| Negotiating | Customer has questions |
| Won | Deal closed, work begins |
| Completed | Service delivered, paid |
| Lost | Did not close (track reason) |
Common Mistakes to Avoid
- Not moving opportunities between stages
- Creating opportunities without contact attachment
- Ignoring stale opportunities (set follow-up reminders)
Module 6: SMS + A2P Compliance
Why This Matters
SMS is essential for appointment reminders and quick customer communication. Without A2P registration, your messages may not be delivered reliably.
What You'll Learn
-
A2P Registration
- What it is and why it's required
- Registration process (1-3 business days)
- Required: Privacy policy, Terms of service
-
Sending SMS
- Manual one-to-one messages
- Template messages
- Bulk SMS (use carefully)
-
SMS Automations
- Appointment reminders
- Follow-up sequences
- Review requests
Sample SMS Templates
Appointment Reminder (24h):
Hi {{contact.first_name}}! Reminder: Your appointment with [BUSINESS NAME] is tomorrow at {{appointment.start_time}}. Reply YES to confirm or call to reschedule.
Quote Follow-Up (3 days):
Hi {{contact.first_name}}, following up on the quote we sent. Do you have any questions? We're happy to help. - [YOUR NAME]
Review Request:
Hi {{contact.first_name}}, thank you for choosing [BUSINESS NAME]! We'd love your feedback. Leave a quick review here: {{reputation.review_link}}
Common Mistakes to Avoid
- Sending SMS before A2P approval (messages fail)
- Not including opt-out language in bulk messages
- Over-texting customers (max 3-4 messages per interaction)
Module 7: Basic Workflows
Why This Matters
Automations save hours of manual follow-up. Lead responses, appointment reminders, and review requests can all run automatically while you focus on your work.
What You'll Learn
-
Workflow Basics
- Triggers (what starts the workflow)
- Actions (what happens)
- Wait steps (timing between actions)
-
Essential Automations
- New lead auto-response
- Appointment reminder sequence
- Post-service review request
-
If/Else Logic
- Different paths based on response
- Stopping workflows when goal achieved
Starter Workflows
1. New Lead Response
- Trigger: Form submission or missed call
- Action: Send SMS within 5 minutes
- Result: Instant acknowledgment while you're busy
2. Quote Follow-Up
- Trigger: Quote sent (manual tag or pipeline stage)
- Wait: 3 days, then send SMS
- Wait: 4 more days, send email
- Result: Automated follow-up without manual tracking
3. Review Request
- Trigger: Job marked complete
- Wait: 2 days
- Action: Send review request SMS
- Result: More reviews without remembering to ask
Common Mistakes to Avoid
- Creating overly complex workflows (start simple)
- Not testing workflows before going live
- Forgetting to stop workflows when customer responds
Daily Workflow Recommendation
Morning (5 min):
- Check pipeline for leads needing follow-up
- Review today's scheduled appointments
- Glance at Conversations for overnight messages
After Each Customer Interaction (2 min):
- Update contact with notes
- Move pipeline opportunity to appropriate stage
- Set follow-up task if needed
End of Day (5 min):
- Log any calls/interactions from the day
- Return missed calls
- Review tomorrow's calendar
Mobile App Essentials
The Symphony Core mobile app keeps you connected when you're away from your desk:
- Notifications: Enable push notifications for new leads
- Calendar: View and manage appointments
- Contacts: Look up customer info before meetings
- Conversations: Respond to messages on the go
- Calling: Make/receive calls from your business number
Download from: App Store (iOS) or Google Play (Android)
Getting Help
Symphony Core Support:
- Email: [email protected]
- Response time: Within 24-48 hours
Help Resources:
- In-app help: Click the "?" icon in the platform
- In-app Help Center in
app.symphonycore.com
Post-Training Support
| Period | Support Level | Activity |
|---|---|---|
| Week 1-4 | Weekly | 30-min check-in calls |
| Month 2-3 | Bi-weekly | Check-ins, reducing dependency |
| Month 4+ | Monthly | Strategy reviews + as-needed support |
Success Metric: You're using Symphony Core confidently for daily operations within 30 days.
Next Steps
After completing this training:
- Practice daily - Use Symphony Core for every customer interaction
- Ask questions - Reach out when something's unclear
- Review workflows - Check automations are working correctly
- Track metrics - Monitor pipeline value and conversion rates
Document Version: 1.0 Last Updated: 2025-12-22 Maintained By: Symphony Core Systems Team