Sierra Interactive Implementation and Setup Services

The Customer Activation Journey

This page outlines what you can expect during implementation and setup with Sierra Interactive, LLC. It’s referenced in your Sierra service agreement and covers the scope of services included, how our team supports you and your role in reaching full activation.

The Customer Activation Journey

Getting your CRM configured and your website live is the starting line, not the finish line. Our onboarding process is structured around 60 days of dedicated 1:1 support, from your first day under contract through your Customer Education handoff. Most clients who stay on track reach their first organic lead by Day 90, and Customer Education and Support remain available well beyond onboarding as you keep building. The phases below outline what Sierra delivers and when, and what we’ve found matters most on your end at each stage.

How the phases actually work

Phase 1 doesn’t run for a set number of days — it ends the moment your website launches. Our target is to get you live in under 30 days, but that timeline depends on you as much as us: it requires your completed Website Consultation Form, your submitted IDX/MLS paperwork, and your responsiveness during the configuration and review process. Delays on any of those push your launch date out. Phase 2 is anchored to a fixed date (Day 60) measured from your contract start, regardless of when you launch, so your support and Customer Education (CE) handoff timeline stays predictable even if launch takes longer than target.

Phase	Timing	What we’re driving toward	Your role
Phase 1: Foundation	Day 0 → Launch (target: under 30 days)	Your MLS/IDX approval is in place, your website is live, and your lead database is imported into the platform.	Complete your Website Consultation Form (includes submitting logos, colors, and service areas), and submit MLS paperwork.
Phase 2: Activation	Launch → Day 60	You’re trained on the platform and actively working toward your first lead — community pages, sitemap submission, and sphere outreach.	Attend your training sessions, publish your first community page, and share your search link with your sphere.

What happens at Day 60: Graduating Sierra’s Onboarding

Day 60 marks the end of your dedicated 1:1 support, first from your Onboarding team (Project Coordinator and your Customer Education Specialist). Beyond Day 60, Customer Education and Support remain available to you, ongoing, through our standard support channels. This shift is about the format of support, not the end of it. Most clients who stay on track reach their first organic lead by Day 90, the outcome this entire journey is built around.

Key Objectives

Equip your team with the knowledge and tools to configure your CRM, launch your IDX website, and set up lead communication systems
Guide your team through each stage of the Customer Activation Journey, from setup through platform activation
Provide structured support and clear milestones to help you stay on track

Services Included

As part of implementation and setup, you will have access to a structured project plan, expert-led consultations, and support materials to help you drive your activation forward. Our team will be available to provide guidance, answer questions, and offer direction throughout the process.

Project Coordination

You’ll work with a dedicated Project Coordinator during Phase 1 and Phase 2 who will:

Provide you with your tailored implementation project plan
Help you prioritize activation tasks based on your goals and team structure
Respond to your questions and troubleshooting requests throughout your onboarding period
Offer reminders and recommendations to help keep your project moving

Project Calls

You will be invited to several scheduled support calls designed to guide your progress:

Welcome Call — Align your goals and gather important business details to tailor your onboarding and set up a project plan
Sierra Orientation Meeting — Walk through your Project Plan so you can confidently manage your next steps
Check-In Calls (scheduled as needed) — Discuss your site layout, design preferences, and any questions that come up along the way
Website Review Meeting — Review your development website, submit your final edits, and prepare for launch

How Scheduling and Support Work

Working with a dedicated Project Coordinator and Customer Education Specialist means more personalized support than our general Support queue, but it’s still a queue: calls above are scheduled in advance on a set cadence, and requests are handled in the order they come in rather than answered on demand. Between scheduled touchpoints, our in-app walkthroughs, Help Center articles, and video tutorials are built to keep you moving without waiting on a live call.

MLS Compliance and IDX Approval

To publish property listings on your Sierra website, you must receive approval from your MLS (Multiple Listing Service) to activate IDX (Internet Data Exchange) capabilities. Sierra’s team will guide you through this process by:

Identifying the MLS board(s) associated with your account
Providing you with the specific instructions and forms required for each MLS
Answering questions about how to complete and submit your paperwork

You are responsible for submitting the completed paperwork to your MLS for review and approval. Since Phase 1 ends only when your site launches, and your onboarding clock keeps running in the background, we recommend completing this step as early as possible to protect your launch target.

IDX Website Setup Support

Our team will guide you as you:

Confirm your chosen Sierra website template
Submit your brand logos, colors, and images for us to apply to your website
Add content such as Community Pages, Blog Posts, and Buyer and Seller-focused pages
Use our training resources to optimize your site for local SEO and AEO
Finalize your navigation structure, About page, Contact page, and search features

What our team sets up for you

Up to 10 Community Pages, built by our team (Core and Growth packages only; not included with Starter)
24 default Content Pages, including 9 buyer-focused pages, 6 seller-focused pages, Featured Listings, About, Contact, Thank You, and 4 legal/sitemap pages
4 Blog Posts

All packages, including Starter, include a Community Page template you can use to build your own pages. See our Community Page Template guide for step-by-step instructions.

Your Role: You are responsible for providing assets, submitting feedback, and completing edits using the tools and documentation we provide.

Your Sierra Development Website

Your development website gives you an early preview of what your live website will look like. You’ll use it to add or transfer content, make minor updates, review structure and user experience, and submit feedback for your two rounds of pre-launch edits.

Website Edits Before Launch

Round 1 — We provide access to your Development Website and a review form. You submit your edits, and our team updates within platform functionality.
Round 2 — One final opportunity to request changes during your Website Review Meeting.

If additional edits are needed beyond these two rounds, we can accommodate them at our standard hourly rate. We will always confirm pricing before work begins.

Website Launch

Once you approve your website, our team will work with you to take it live. Launch is what moves you from Phase 1 into Phase 2 of your Activation Journey — whether that happens on Day 18 or Day 40, the moment you go live is the moment Phase 2 begins. After launch, you will be responsible for managing and updating your website using the tools and resources provided.

DNS and domain setup at launch

We identify who owns your domain and where it was purchased (common registrars include GoDaddy, Google Domains, and Namecheap)
We check whether you can grant us delegate access, and either request it directly or send you step-by-step instructions
If delegate access isn’t available, you’ll update the nameservers yourself using our step-by-step instructions.
Once nameservers are updated, it may take 24 to 48 hours for your website to appear live under your domain (although it’s typically much less than 24 hours)

Lead Communication Tools Setup

Sierra Dialer

Sierra Dialer is included with Core and Growth packages. Starter package clients do not have access to the Dialer.

Completing required regulatory verification steps
Completing your Dialer Business Profile
Acquiring new numbers or porting numbers from a previous platform (if applicable)
CallRep, included automatically, to help reduce “Spam Likely” call tags

Email Connection

You will receive instructions and support to connect your email accounts to Sierra’s CRM for lead communications.

CRM Configuration Support

You will receive direction and training on how to configure your CRM, including:

Lead Routing Rules
Action Plans (automated and traditional)
Drip Campaigns
Contact Templates for Text and Email
Smart Filters, Lead Tags, and Lead Ponds
Global Site Settings
User Roles, Permissions, and Notification Settings

Mobile App Setup

Our team will guide you through downloading and using the Sierra Mobile App and provide best practices for managing your leads on the go. An active Sierra Dialer line is required for full calling and texting functionality within the app.

Training and Self-Service Resources

Throughout your Activation Journey, you’ll also have access to self-paced resources, including:

Video tutorials
In-app walkthroughs that guide you step-by-step inside the platform itself, so you can move forward on setup tasks without waiting for a scheduled call
Help Center articles
Suggested learning paths for Admins, Agents, and Managers

Business Verification for Voice and Text Features

To activate texting and voice services, your business must submit an EIN verification letter, such as IRS Form SS-4 or 147c. Federal regulations and industry guidelines require this verification to ensure your communications remain compliant with the Telephone Consumer Protection Act (TCPA).

Timelines

Brand and Campaign approval from our third-party provider typically takes 4 to 6 weeks
While you wait, you can make and receive calls from your Sierra Dialer number(s), use the mobile app, and build CRM workflows and automations

Texting and text-based Action Plans become available once your Brand and Campaign are approved.

How to avoid delays

Submit your EIN or CBN to your Project Coordinator early
Ensure the information in your Dialer Business Profile matches your EIN or CBN exactly

Porting numbers

Porting from Follow Up Boss typically takes 4 to 5 business days
Porting from other platforms typically takes 3 to 5 weeks
Brand and Campaign approval are still required even when porting an existing number

What’s Not Included

The following services are not part of the standard implementation package:

Custom development or features beyond Sierra’s standard platform tools
Branding or graphic design services
Ongoing website content updates or post-launch management
Business coaching, sales coaching, or marketing strategy consultation
User, Profile, and/or Agent Subdomain Management
Switching your website template after your initial selection (a $250 template conversion fee applies)

If you are interested in extended services, we are happy to discuss those options with you.

Your Role in Reaching Activation

Platform activation depends on you as much as it depends on us. The five milestones below are the tasks that most consistently correlate with clients generating their first organic lead, based on outcomes we’ve tracked across hundreds of Sierra clients. They’re not guarantees, but clients who complete these early are the ones who typically see traction fastest.

Complete your Website Consultation Form & IDX approval	This starts your site build clock and unlocks MLS data on your site. It’s the single biggest driver of an on-time launch.
Import your lead database	Bringing your existing contacts into Sierra means your CRM starts working for you on day one after launch instead of starting from zero.
Publish your first Community Page	One published page is the minimum condition for organic search traffic, and one of the strongest indicators we see ahead of a first lead.
Submit your sitemaps	Getting your site indexed by search engines is what makes your content and listings discoverable in the first place.
Share your search link with your sphere	Warm contacts tend to convert faster than cold search traffic, which is why this is one of the fastest ways to see early activity in your CRM.

Clients who stay on track typically:

Stay on top of the tasks and next steps outlined in their Project Plan
Submit content, feedback, and required documentation promptly
Join scheduled calls and come prepared to make decisions
Ask questions and reach out when support is needed

Our team is here to guide and support you at every phase. Your ownership and active participation will determine how quickly you reach activation and how successfully your platform grows from there.

Last Updated on August 5, 2026.

Contact Us

If you have any questions about this Onboarding Statement of Work, please contact us.