Welcome to the Hubspot Guide

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1. Product Issue - The product isn’t performing the way it should. This could be a bug or a larger issue like servers being down.

2. Admin Action - These are known actions that can only be done by admins, so here the shelter staff are just submitting a request. Common examples are Smart Kennel Card field changes, manual updating of pet status, and similar.

3. Billing Issue - Something is wrong with what a shelter is being charged.

4. Feature Request - The user is requesting functionality that isn’t currently part of our offering.

5. General Inquiry - “Other”

6. Refund Adopter Refund - The shelter needs to refund an adopter. (I believe we facilitate these from our Stripe Connect dashboard?)

7. Cash transaction - An adopter paid in cash, so we need to manually process the adoption on our end.

8. External Adoption - A shelter has performed an adoption outside of Adopets and needs an admin to update the animal or adopter records.

9. Reporting Help - Shelter staff often need help producing a custom report or using our existing reporting tools to get the info they need. This category covers those requests.

Processes & Protocols

AKA: “How do I?”

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1. Name the deal -
   <Company Name> - <Product (Adopets or ShelterBuddy)> - <Time Period>.
   “Animal Welfare League of Arlington - ShelterBuddy - 2023”

2. Add Amount - We should have enough information to ballpark an amount. We can narrow it down later. If you need a placeholder, put our average contract value in this space or multiply their adoptions by our expected income per adoption.

   1. Add the Currency, which is just their locality

3. Add all associated Contacts to the Deal record.

4. Add an Associated Contact Engage Date - This is a 🔑 key field and can only be done manually. This is the date that the initial contact reached out to us. For new Deals that’s simple: it’s the create date of the Contact. But for referrals or recurring business it’s the date that the person reached out and said “hey, we’d like to extend a year or add a feature,” and that requires human touch.

5. Estimate the Close Date (Hubspot default is the final day of the current month, but update this manually based on what you’ve learned about the deal or based on our average sales cycle length. This is important for follow up).

6. If call recording has finished processing, add a Google Drive link to Discovery Call Recording or attach the recording as an attachment.

7. Enter the Products Subscriptions field for what product or feature set the person is evaluating.
   NOTE: Please maintain separate Deals for Adopets and ShelterBuddy opportunities. Why? Adopets recognizes variable revenue in hindsight, SB forecasts predictable revenue. Each has a different customer success cadence.

Engaging Opportunities

Under construction - This will eventually be a ‘structured routines’ guide on how to manage many Deals with a sense of personalization.

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1. 🚧 A workflow should send the welcome email and schedule a call with them 🚧

2. Ensure the Launch Date (Contract Start Date) and Contract Renewal (End Date) is accurate.

Customer Support

Accepting Tickets

When a new ticket comes in, assign a Category based on the section above.

Assign ticket to batch process:

1. Refunds

2. Manual processing / status edits

3. Reports (in some cases)

Customer Success - Renewing Contracts

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