Welcome to the Hubspot Guide

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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.

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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.

Engage 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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Renewing Contracts

Service dates refer to the time period that a Deal refers to. While a contract may be ongoing, terms change (services, pricing, shelter throughput, and more). Every year, we review the Deal and make sure that the terms are accurate. Also, replicating the Deal ensures that we have an accurate snapshot into our current customer count.

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1. Are they using the features that they’re paying for?

2. Is the shelter sized and priced appropriately? Is our Yearly Adoptions figure consistent with their records and with our internal documentation?

3. Is the old deal and new deal thoroughly documented?

4. 🤔 Consider migrating info between Company and Deal records.

Process

1. View a renewal Task / Deal in Hubspot

   1. For meeting: identify if these should be delegated via lists, Deal Owner, CS Manager, or Tasks

2. Pull up their information

   1. Hubspot Deal

   2. Hubspot Company

   3. Accounting / invoicing info

   4. Adopets and/or ShelterBuddy dashboard

3. Enter all of the updated information (fields below) in the new Deal. In areas of discrepancies…

   1. 🚧 Identify the source of truth here. Do we want to compare Hubspot exports (consolidated, more technical) or use a Google Sheet (easy to compare and identify misalignments)?

Crucial Fields

1. Yearly Adoptions

2. Amount (update to check on Adopets actual revenue vs expected)

3. Contacts - attach the correct contacts with their roles to the Deal

4. Products Subscriptions - are they using what they’re paying for? Are they paying for what they’re using?

   1. Example: API turned on for people who aren’t using it.

5. Service Dates - Start & End (for renewals, assume the year following the existing service period)

6. Currency Type

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