Welcome to the Hubspot Guide

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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

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Support Ticket Triage / Escalation

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

Assign ticket to batch process:

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Form-based tickets will come in automatically assigned a category.

Filter by: Ticket Status is none of: Closed, Category is: (listed below).

Batch process:

1. Refund Adopter

2. Process Cash Adoption

3. Process External Adoption

4. Manual processing / status edits

5. Reports Reporting Help (in some cases)

Escalate to Engineering:

1. Product Issue

If a ticket is a current technical malfunction with our software, check with engineering and create a Jira ticket via the Jira integration in the lower-right of a ticket’s right-hand column. If the ticket relates to a known issue, please attach the existing Jira ticket to the card without creating a new one.

<INSERT Jira tech issue support ticket criteria here>

Divert the ticket - Attach to existing product / feature request

1. Feature Request - We do not burden engineering with “nice to haves,” but only current parts of the product that are broken.

Escalate to Account Manager

These tickets require a personal touch or administrative action that needs details specific to the account.

1. Reporting Help (in some cases)

2. General Inquiry (in some cases)

3. Billing Issue

Customer Success - Renewing Contracts

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