Welcome to the Hubspot Guide
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Deal Fields
Association Labels
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When a Deal is won, we should know who to direct for our main styles of communication. Note that these labels are a one-to-many, so a person can be both a Primary and a Billing, for instance.
Billing: this is the a financial point of contact and the person who will receive invoices.
Key Point of Primary Contact: this is the a person who will receive contract related communications and will automatically receive onboarding emails, documents, and instructions.
Deal Name
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Technical (Onboarding): This is a person who manages data migrations, email domain validation, data exports, and other technical issues for the shelter.
Deal Name
Deal names are important because they inform what accounting uses in our financial systems and what our engineering team uses when adding companies to the system. The more aligned these are, the easier it is to report on them later.
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| Warning |
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Do not project estimated revenue from transactional revenue into the Deal Amount. |
Deal Owner
The Deal Owner is the person that closed the Deal. It’s primarily used for commission tracking, bonus plans, and workflows to know which individual actually moved the Deal into Closed Won.
Subsidy Revenue
This is money we’ve received that’s not a direct invoice to the customer or from transactional revenue. Most often, this is Home Again / Merck revenue, but could be from other sources as we build more partnerships.
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When the Deal is still in the sales process, this field serves as the expected date for the Deal to close. Once the Deal is won or lost, it is cemented as the actual date the Deal is closed and the signed contract is receivedreceived.
For Existing Business Deals that are Closed Lost, this is their churn date and is useful for offboarding and finalizing last payment details.
Closed Reason
This might have to be split into closed won or closed lost reason, but it’s elegant if all reasons can be worded in such a way that we can identify the same factors for both to see the split of how we win and lose these deals. More on this another time.
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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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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.
Account Manager Tickets - These are tickets that are best served by someone with a relationship with the shelter, is familiar with shelter operations, or is outside 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 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).
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.
AME - This Pipeline is specific to the PetSmart / AME campaign and is not covered by the documentation in this guide.
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Product Issue - The product isn’t performing the way it should. This could be a bug or a larger issue like servers being down.
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. Note: Because “System Options” is an admin-only menu, the majority of System Options engagements should be marked as “Admin Action,” especially when the customer knows exactly what needs done and knows we need to be the ones to do it.
Billing Issue - Something is wrong with what a shelter is being charged.
Feature Request - The user is requesting functionality that isn’t currently part of our offering.
General Inquiry - “Other”
Refund Adopter - The shelter needs to refund an adopter. To be deprecated once refund feature goes live.
External Adoption - A shelter has performed an adoption outside of Adopets and needs an admin to update the animal or adopter records. To be deprecated once Force Set Adopted documention is clearer.
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.
Virtual Shelter - Specific admin request for us to edit or create a virtual shelter for the customer.
Training Opportunity - The user was unable to perform an action that is user-facing. They reached out to support instead of performing the action themselves due to poor placement of knowledge base articles or a need of a new round of training.
Irrelevant - Testing emails, solicitations, and more.
Requesting Shelter Contact - This is a user that is emailing us thinking that we are the shelter.
Question from Foster - Foster parents requesting help from us or help that is typically provided by shelter managersRelated - This is for almost any and all foster tickets so that we can accumulate stronger signals from our foster users.
Resolution
For now, we’re only really engaging with Resolution when the Ticket isn’t immediately clear how to solve for us based on documentation or for the customer based on unclear user interface. For these, use the following fields:
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Name the deal -
<Company Name> - <Product (Adopets or ShelterBuddy)> - <Time Period>.
“Animal Welfare League of Arlington - ShelterBuddy - 2023”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.
Add the Currency, which is just their locality
Add all associated Contacts to the Deal record.
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.
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).
If call recording has finished processing, add a Google Drive link to Discovery Call Recording or attach the recording as an attachment.
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.
Multi-Year Deals
For multi-year Deals, simply create and document the Deal for the first year.
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