How to Renew Service Periods (Deals)

Owned by Rob Coons
Last updated: Nov 20, 2024
3 min read

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.

Process under construction.

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

      2. ShelterBuddy US customers: Annual Invoicing for USA C-Corp Customers

      3. Adopets: 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: 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. 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, 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 & Annual Invoicing for USA C-Corp Customers

      1. Subsidy 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. If empty, align with their country.

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

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

    8. Close Date - Copied by Workflow.

  4. Update users

    1. Open Company Record

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

  5. 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?