Welcome to the Hubspot Guide

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Data Migration - <Data conversions and data uploads all need to be priced individually and normally are at least 25 hours.>

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Service & Support (Ticket object)

Priority

This helps us identify which tickets are most important and how they’re affecting customers.

1. High: Issue currently prevents software from serving shelters or facilitating adoptions.

2. Medium: Issue prevents an action from being completed, but overall service is intact.

3. Low: The issue is an idea, future concern, or is otherwise not interrupting the shelter.

Category

Category defines what kind of support is needed. Current categories are:

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 - 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?”

Accept New Leads

Click to view your New Leads.

https://www.loom.com/share/148be67cb1b64b12bf6ba33e7e131cec

Starting in September, Leads that come into the system will have a Lead Status: New. When a salesperson begins working a lead, the rest of the team needs to know that certain criteria have been met. Therefore, a Contact being worked should be marked as Lead Status: In Progress. At Pet Loyalty, please always do the following when accepting a new Contact and marketing it In Progress:

1. Identify Contacts - Filter by:

   1. Contact Owner is: Me

   2. Lead Status is: New

2. Research and Enrich Contact record

   1. Add LinkedIn Bio to their profile

   2. Add Job Title to Contact record

   3. Create/Confirm Associated Company (the Company record attached to the Contact)

3. Enroll in an email sequence or call to follow up

4. Only after this is done, update Lead Status: In Progress

Note: If a person has entered their phone number, they have done so voluntarily. If you can respond to their inquiry within a few minutes, then a phone call will get you straight to the discovery process and you’re underway. Be sure to log phone calls as calls in Hubspot, not Notes. This way your activity gets tracked and you can be recognized for those lightning fast reflexes!

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Help Desk

The Help Desk is the central hub where we receive incoming customer concerns via Forms and email (support@shelterbuddy.com and support@adopets.org/.com). Help Desk is where we field incoming tickets and track tickets that we are actively solving as support coordinators. Help Desk is not meant to be a repository of existing & known customer issues.

Pipelines

Pipelines are where known tickets are allocated for long-term service. Currently, there are 3 Pipelines:

1. Support Pipeline - these are incoming tickets and, at time of writing, is synonymous with Help Desk. These are small tickets that can actively be solved by a coordinator or are awaiting escalation.

2. Account Manager Tickets - These are tickets that are best served by someone that has a relationship with the shelter, is deeply familiar with shelter operations, or is out of the control of the revenue team (engineering tickets, mostly) but need to be monitored to make sure they’re being addressed. This is also the Pipeline where Tickets should be directed if they’re being created from an Account Manager’s gmail inbox (example: a customer directly emails AMName@petloyalty.co with a specific concern that isn’t solved in a quick message, it’s good to create a Ticket in this field so that we have a track record of their concerns).

3. Onboarding Pipeline - These are tickets specific to Onboarding tasks for new clients and generally should not have Tickets escalated to it unless a currently-onboarding customer submits a Ticket through our support Form.

4. AME - This Pipeline is specific to the PetSmart / AME campaign and is not covered by the documentation in this guide.

Priority

This helps us identify which tickets are most important and how they’re affecting customers.

1. High: Issue currently prevents software from serving shelters or facilitating adoptions.

2. Medium: Issue prevents an action from being completed, but overall service is intact.

3. Low: The issue is an idea, future concern, or is otherwise not interrupting the shelter.

Category

Category defines what kind of support is needed. Current categories are:

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 - 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?”

Accept New Leads

Click to view your New Leads.

https://www.loom.com/share/2bfa9267b79046a492bd39ae24eee509

...

148be67cb1b64b12bf6ba33e7e131cec

Starting in September, Leads that come into the system will have a Lead Status: New. When a salesperson begins working a lead, the rest of the team needs to know that certain criteria have been met. Therefore, a Contact being worked should be marked as Lead Status: In Progress. At Pet Loyalty, please always do the following when accepting a new Contact and marketing it In Progress:

1. Identify Contacts - Filter by:

   Actions

   1. Contact Owner is: Me

   2. Lead Status is: In Progress

   3. Lifecycle Stage is: Lead, Marketing Qualified Lead

2. Scan for engagement

   1. Last page seen

   2. Last email clicked

3. Scan for value

   1. Yearly Adoptions

   2. Job Title

   3. Phone Number

4. 1. If no engagementNew

5. Research and Enrich Contact record

   1. Add LinkedIn Bio to their profile

   2. Add Job Title to Contact record

   3. Create/Confirm Associated Company (the Company record attached to the Contact)

6. Enroll in an email sequence or call to follow up

7. Only after this is done, update Lead Status:

   Open.

   In Progress

8. If engagement or value: Send thoughtful communication or phone call.

Create New Deal

Deals reflect a Contact that has proactively indicated interest in purchasing the product after knowing the general costs and features. This is usually following a discovery sales call or if a person has sent a very specific, proactive inquiry email.

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

Note: If a person has entered their phone number, they have done so voluntarily. If you can respond to their inquiry within a few minutes, then a phone call will get you straight to the discovery process and you’re underway. Be sure to log phone calls as calls in Hubspot, not Notes. This way your activity gets tracked and you can be recognized for those lightning fast reflexes!

Manage In Progress Leads

https://www.loom.com/share/2bfa9267b79046a492bd39ae24eee509

1. Identify eligible Contacts - Filter by:

   1. Contact Owner is: Me

   2. Lead Status is: In Progress

   3. Lifecycle Stage is: Lead, Marketing Qualified Lead

2. Scan for engagement

   1. Last page seen

   2. Last email clicked

3. Scan for value

   1. Yearly Adoptions

   2. Job Title

   3. Phone Number

4. Actions

   1. If no engagement, update Lead Status: Open.

   2. If engagement or value: Send thoughtful communication or phone call.

Create New Deal

Deals reflect a Contact that has proactively indicated interest in purchasing the product after knowing the general costs and features. This is usually following a discovery sales call or if a person has sent a very specific, proactive inquiry email.

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

Support Ticket Triage / Escalation

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1. .

Support Ticket Triage / Escalation

When a new ticket comes in, assign a Category based on the section above. Form-based tickets will come in automatically assigned a category.

There are three main actions to do if a ticket cannot be solved right away:

1. Batch process: Delegate non-time-sensitive tickets to be handled with similar tickets to save time

2. Escalate to engineering: If an issue is causing problems with a customer and cannot be handled by non-technical staff, let engineering know, tell the customer, and maintain visibility on the ticket. To keep the Help Desk clear, elevate these to Account Manager Tickets.

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. 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 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>

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the card without creating a new one.

<INSERT Jira tech issue support ticket criteria here>

After creating a Jira ticket, assign the ticket to the support coordinator or account manager responsible for keeping eyes on this issue. Then, escalate the ticket to the Account Manager Pipeline so keep the Help Desk clear.

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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

For these issues, make sure the Ticket Owner is the Account Manager responsible for this account. If unsure, check the Company Owner field. Then, escalate this to the Account Management Tickets Pipeline.

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