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. 🤔 Consider migrating info between Company and Deal records.

Process

1. View a renewal Task / Deal in Hubspot

   1. Select Renewal Deal Task Queue

2. Pull up open up key resources

   1. Amount

      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

   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 below in the new Deal. In areas of discrepancies…

   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 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 period.

   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:https://docs.google.com/spreadsheets/d/1i-OE9pNtIlKUfN1JCZregjtGUGD9cEvY5zBvkgQc9gU/edit?gid=847771488#gid=847771488

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

   4. Yearly Adoptions -

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

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

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

   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.

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.

Updating a Company’s Contacts

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

When Done

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

🚧 What to do when we face contradiction?