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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Do not project estimated revenue from transactional revenue into the Deal Amount. |
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Subsidy Revenue
This is the date that the initial contact was made by the first associated Contact in the Deal. This field is manual entry and, if we 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.
Adopets Revenue
This is transactional revenue from Adopets adoptions.
Associated Contact Create Date
This is the date that the initial contact was made by the first associated Contact in the Deal. This field is manual entry and, if we end up having a lot of inbound leads, is important.
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This is the Deal’s service period start date. This is key for customer success, as this serves as the basis for certain check-in communications.
Deal End Date
This is when the Deal’s service period ends. Also key for For new & onboarding customers, please leave this field blank until the customer’s invoice date has been set and they are locked for an onboarding date. Because:
This field being blank is how we identify onboarding customers
Setting this field automates certain training communications & invoicing communications.
Deal End Date
This is when the Deal’s service period ends. Also key for customer success, as it informs renewal, rebooking, and churn-related conversations & timelines.
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For example, if a customer’s current Deal has service dates of 1/1/2024-12/31/2024, and in Spring they request additional features, the add-on would be for dates, say, 4/1/2024-12/31/2024 and then the services would be merged and represented in one Existing Business Deal for 2025.
Yearly Intake
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Note: Add-ons do not include organic growth of an account or increases in Deal Amount due to pricing changes or adoption throughput changes. They only apply to changes in feature set or contracted increases to an existing account. |
Yearly Intake
This is the estimated number of animals being accepted by the shelter in the time period covered by the Deal.
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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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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.
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 managers.
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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Because Deals are to document one-year periods, forecasts are based on Deal Amount, and best practices aren’t to recognize revenue beyond a year, we should be matching these accordingly.
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Note - we’d like to do fewer multi-year deals. They tie us into pricing, offer sometimes-unnecessary discounts, and provide a contractual engagement that’s often a foregone conclusion in our sticky industry. Let’s keep it simple and flexible with one-year deals. |
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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Enter the Contract Start Date (Launch Date)and Contract End Date (Contract Renewal)
Ensure the product or quote in Hubspot matches what’s being sent to the prospect.
<use an IF/THEN contingency in the communication>
Win a
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Deal
Ensure contract is totally signed, not
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verbal, before moving
Deal Stageto Closed Won
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Update Associated Contacts:
Identify the Billing Contact on the Deal or within the Company record
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Copy the billing address from the contract to the Company or Deal record
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Add the correct customer success manager to the field. Introduce the CS manager. ( ⚠️ this should be automated)
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Identify the Closed Won Reason
Identify the Key Point of Contact for Onboarding & admin communications
Update the Company record
Add address, contact, and URL information for smooth site cut and DO tasks.
Fill in Company Onboarding Details
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Lose a deal?
🚧 Under Construction
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