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

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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: 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. View a renewal Task / Deal in Hubspot

   1. Select Renewal Deal Task Queue - OR -

   2. Select the “Renewals to Win” view

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]”

      1. Add “Audit” to the end of a Deal if you’re not comfortable renewing it without an account manager’s oversight. Do this in , like cases where the Amount, Modules, or any other field have significant discrepancies from what you’ve found and what was in the prior year’s service periodvaries 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 what we receive from third parties (e.g. HomeAgain). This is separate from Amount! Source of truth: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.

      Currency Type - Copied by Workflow. Have it align with their locality if it’s empty.

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

   3. Yearly Adoptions -

   4. Modules - Copied automatically by Workflow. Check Customers Enabled Features to be sure

   5. Subsidy - Copied automatically by Workflow. If not, double-check and then copy from previous Deal.

   6. Close Date - Set to be the start day of the service period

   7. 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)

   8. 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.

   9. Currency Type - Copied by Workflow. If empty, align with their country.

   10. Modules - Copied by Workflow. Check Customers Enabled Features if unsure

   11. Subsidy - Copied by Workflow. If unsure, double-check & copy from previous year’s Deal.

   12. Close Date - Copied 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?