For reference https://docs.google.com/document/d/1Dka1HGglmoos1RRtR6yo65u8CgKpQE_GifguUO6Jgec/edit

https://www.loom.com/share/2dc1eb1394d64a04b67749e2760768b3

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. 🤔 Consider migrating info between Company and Deal records.

Process

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View a renewal Task / Deal in Hubspot

1. Select Renewal Deal Task Queue

Pull up their information

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Hubspot Deal - When time for a renewal, the shelter should have a Deal titled “Shelter Name - Product Name - [Current Year] - Renewal]”

1. Adopets & HomeAgain: review & update previous Deal’s Subsidy Revenue & Adopets Revenue

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Hubspot Company

Accounting / invoicing info

Key Resources

Amount

1. ShelterBuddy AU customers: https://docs.google.com/spreadsheets/d/1Bw_ougUhsV_b0Kp9V46PxcXOJ6nO0iU0/edit?gid=1749222115#gid=1749222115

2. ShelterBuddy US customers: https://docs.google.com/spreadsheets/d/1h_FTnH_eC7KWgeQF_T1cQOr1DlWdX81Gs4Jwz4jkIHk/edit?gid=0#gid=0

3. Adopets

   and/or ShelterBuddy dashboard

   : https://docs.google.com/spreadsheets/d/10RHKciZ-mB2m5XeowzbDU5_hcRuLJFI1/edit?gid=407797226#gid=407797226

Adoptions

1. Adopets: rescue.adopets.com/reports (when logged in through their 1password)

2. ShelterBuddy

   Adoptions

   : https://docs.google.com/spreadsheets/d/1izNs6CA9BH3fkNhjBm2Jbea6JpjA0erEjtZvnaAadOc/edit?gid=1185301362#gid=1185301362

Modules

1. ShelterBuddy: https://docs.google.com/spreadsheets/d/1UYIz3X_rlXbqbQwssCew85cxI8tFLFpbrH_OQLSB5cs/edit?gid=0#gid=0

Process

1. Select a Hubspot Task / Deal to renew from the Awaiting Renewal Hubspot Deal Stage.

2. Enter all of the updated information below in the new Deal. In areas of discrepancies…The key fields are:

   1. Deal Name - “[ShelterName] - [PL Software] - [Service Period]” “[Audit]” for Deals that need review.Amount - Very important - Check Xero -

      1. Note: The Service Period part of this is inherited from the previous Deal, so it’ll need to be updated to the current year.

      2. Add “Audit” to the end of a Deal if you’re not comfortable renewing it without an account manager’s oversight, like cases where Amount, Modules, or any field varies significantly from what you expected going into the task.

   2. ❗Amount - Amount is only the amount that we are directly invoicing the customer , (not HomeAgain, Adopets, or other agreements). Source of truth: https://docs.google.com/spreadsheets/d/1Bw_ougUhsV_b0Kp9V46PxcXOJ6nO0iU0/edit?gid=1749222115#gid=1749222115 & https://docs.google.com/spreadsheets/d/1h_FTnH_eC7KWgeQF_T1cQOr1DlWdX81Gs4Jwz4jkIHk/edit?gid=0#gid=0

      1. Subsidy Amount - This is the amount we receive from third party subsidy partners, primarily HomeAgain. This is separate from Amount!If Subsidy is Known, seehttps://docs.google.com/spreadsheets/d/1i-OE9pNtIlKUfN1JCZregjtGUGD9cEvY5zBvkgQc9gU/edit?gid=847771488#gid=847771488 and enter the trailing 12 month figure in Subsidy Amount.

      2. Adopets Revenue - This is the transactional revenue we receive from Adopets, sourced via https://docs.google.com/spreadsheets/d/10RHKciZ-mB2m5XeowzbDU5_hcRuLJFI1/edit?gid=407797226#gid=407797226

   3. Yearly Adoptions -

      1. ShelterBuddy: Sourced via https://docs.google.com/spreadsheets/d/1izNs6CA9BH3fkNhjBm2Jbea6JpjA0erEjtZvnaAadOc/edit?gid=1185301362#gid=1185301362

      2. Adopets: Sourced via rescue.adopets.com/reports (when logged in through their 1password)

   4. Deal Start Date & Deal End Date - Service period dates for this Deal. Just extend them one year from the previous Deal and make sure they align with the dates in the Deal Name.

   5. Currency Type - Copied by Workflow

   6. Yearly Adoptions

   7. . If empty, align with their country.

   8. Modules - Copied automatically by Workflow. Check by looking at the Customers Enabled Features if unsure

   9. Subsidy - Copied automatically by Workflow. If notunsure, double-check and then & copy from previous year’s Deal.

   10. Close Date - Set to be the start day of the service periodCopied by Workflow.

3. Update users

   1. Open Company Record

   2. Click “View Associated See “Associated Contacts” in the upper-right Contacts windowWhen Contacts are displayed, filter by Last Contacted Date is over 6 months ago. Quickly scan activity and make sure that the Contacts listed are still engaged with that Company. If known, identify Contacts as known Billing Contact or Key Point of Contact. This helps us curate our points of contact.

4. Close the task

   1. If a Deal looks good, move the Stage to Closed Won and mark the Task as complete

   2. If something is off about the deal, put the word “audit” in the Deal Name, then mark the renewal Task as complete.

Updating a Company’s Contacts

If anyone has left the company, dis-associate them from the Company record.

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FAQ

🚧 How do we identify to Marissa that the customer needs audit?

• When customer info looks fishy, like the Amount is way too high/low or Modules aren’t being used, etc; leave the word “Audit” in the title, and this will flag their account manager to review.

🚧 What to do when we face contradiction?