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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.

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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

   Pull up their information

   1. Hubspot Deal - When time for a renewal, the shelter should have a Deal titled “Shelter Name - Product Name - [Current Year] - Renewal]” Simply find the deal with “Renewal” in the title and that will be what you.

      1. For Adopets & Merck customers, take this time to update the previous Deal’s Subsidy Revenue and Adopets Revenue fields

   2. Hubspot Company

   3. Accounting / invoicing info

      Select Renewal Deal Task Queue

2. Pull up open up key resources

   1. 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

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

   2. 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

   3. Modules

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

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

   🚧 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)?

   The key fields are:

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

      1. 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. Modules - Should be copied over automatically . If empty, align with their country.

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

   9. Subsidy - Should be copied over automatically Copied 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.

4. Update users

5. Yearly Adoptions

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

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

8. 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.

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

10. Subsidy - Is this deal subsidized by multi-year agreements, third party partners, bundle agreements, or other discounts?

    1. Open Company Record

    2. Click “View Associated See “Associated Contacts” in the upper-right Contacts window

    3. When Contacts are displayed, filter by Last Contacted Date is over 6 months ago.

Crucial Fields

1. 1. . 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.

2. 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.

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?