How to Renew Service Periods (Deals)

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

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.

What’s most important in renewing a Deal? This is our time to review their account and make sure we have the big things right.

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.

Process

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

2. 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.

   2. Hubspot Company

   3. Accounting / invoicing info

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

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

   4. Adopets and/or ShelterBuddy dashboard

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

   1. 🚧 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)?

   2. Deal Name - “[ShelterName] - [PL Software] - [Service Period]” “[Audit]” for Deals that need review.

   3. Amount - Very important - Check invoicing records - Amount is only the amount that we are directly invoicing the customer, not HomeAgain, Adopets, or other agreements.

      1. Subsidy Amount - This is the amount we receive from third party subsidy partners, primarily HomeAgain. This is separate from Amount!

      2. Adopets Revenue - This is the transactional revenue we receive from Adopets.

   4. Currency Type - Copied by Workflow

   5. Yearly Adoptions

   6. Modules - Should be copied over automatically by Workflow.

   7. Subsidy - Should be copied over automatically by Workflow. If not, double-check and then copy from previous Deal.

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

4. Update users

   1. Open Company Record

   2. Click “View 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. Yearly Adoptions

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

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

4. 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.

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

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

Updating a Company’s Contacts

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