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Hubspot Deal Checks

Review HubSpot Deal Checks

** Do we check all marketplaces with these checks?

** Need a process for when one retailer has many deals located in all different stages.  

** May need to include steps for bounced emails - should be same process across all deal stages.  Currently I check to see if we have contact via freshdesk and update site with known correct contact details and click on update to hubspot button.  

There are a number of checks undertaken in Hubspot by the Account Managers.  These are:

  • Start selling check
  • 30 days trading check
  • Onboarding paused check
  • Pre start selling checks for Enterprise, Account Managed and High Value retailers.

Start Selling Check

This is the old process for Start selling deals.  https://support.omnivore.com.au/diy-onboarding-process

Needs updating.  Move into here and delete old doc.


30 Days Trading Check

The intention of this check to to look at the overall health of the site and to check in to see how the retailer is going with Omnivore.  Most errors and issues would hopefully have been captured in the earlier deal stages but if there are errors / issues on the site a reach out email should include steps to resolve these issues and advice to reach out to support.

Before doing any other checks it is important to see if there are any other deal cards in other stages for the company. It is better to have the one email covering all marketplaces than an email per marketplace.   **Need to determine a process to follow where there are deal cards in the Pre start selling stages - eg if recent contact from another person related to another deal hold off if its a reach out check.

Steps:

  1. In Hubspot, navigate to CRM - Deals.  Click on the '30 Day Trading Check' view.  If this view is not available click on the '+ Add View' link to add the view to your Deals board.
  2. This view can potentially show deals from 3 stages, Start Selling, First Order Received and Onboarding Complete.  It is expected that once the backlog of these deals have been cleared there will not be many that fall in the Onboarding Complete column
  3. Click on the Deal name to open the deal.
  4. Do the following checks:
    1. Open the Omnivore Dashboard (The Omnivore URL will be in the general section on the left hand side of the deal screen.
    2. Check the marketplace (or marketplaces if the retailer has multiple cards). Take a note of what errors they have.
    3. Check for any freshdesk tickets - currently done directly in freshdesk by searching on the company name, and then view all tickets for that company.
    4.  Check what other communications have been made in HubSpot.
  5. Use either the '30 Day trading check' template or the 'xxx' template depending on the scenario
  6. Once action has been taken check off the '30 Day Trading Check' box on the 'Post Start Selling Checks' field.

Scenarios

  • Site is looking good with minimal errors.  Send an email using the '30 Day Trading Check'  template.  Modify as needed.
  • Site has errors, no support tickets.  Send and email using the xxx template.  Modify the email to include help specific for their errors. The template includes a section at the bottom  encouraging the retailer to reach out to support if any questions.
  • SIte has errors, there has been recent tickets with support in relation to the issues.  Send an email using the '30 Day Trading Check'  template but modify it to make reference to the issues and enquire as to how they are getting on with the solutions provided by support.
  • If a site is a test account check the 'No follow up required' checkbox in the 'Post Start Selling Checks' field.
  • Ongoing connection issues - Would have been sent emails - thinking not to do the reach out?

Onboarding Paused Check

The intention of this check is to determine the cause of the pause.  If required a reach out to the retailer is made to see if there are any issues that contributed to the pause that we are unaware of.  Sometimes a single marketplace pause could be a signal that the retailer is moving over to another provider and may eventually move all marketplaces.

Steps:

  1. In Hubspot, navigate to CRM - Deals.  Click on the 'Onboarding Paused Check' view.  If this view is not available click on the '+ Add View' link to add the view to your Deals board.
  2. I prefer using this view in table view.  In card view you will only see deals populated in the Onboarding Paused column.
  3. Click on the deal name to open the deal.
  4. Do the following checks:
    1. Open the Omnivore Dashboard (The Omnivore URL will be in the general section on the left hand side of the deal screen.
    2. Check the change log - see when the marketplace was paused.
    3. See if there are any notes on the site
    4. Check for any freshdesk tickets - currently done directly in freshdesk by searching on the company name, and then view all tickets for that company.
    5. Check activity on the deal to see if any other relevant communication has been made.
  5. If it is determined that a reach out email is appropriate use the 'Paused marketplace follow up' template.  Edit as appropriate.  At a minimum refer to the marketplace that was paused.

The following are common scenarios:

  • Marketplace is paused with no evidence in freshdesk tickets, hubspot communications or Omnivore site notes to indicate any reason.
    • Send a reach out email
    • Mark the 'Onboarding Paused Check Completed' box in the 'Post Start Selling Checks' field.
  • Marketplace is paused, Freshdesk tickets, Omnivore notes or hubspot communications indicate a reason why
    • Judgement call, if you think a follow up email is still warranted then do the reach out.  After whatever action you take check off the 'Onboarding Paused Check'.
  • Marketplace is auto paused due to broken connection.  When checking the change log on the Omnivore site you may see that the reason for the pause was due to a broken marketplace connection.  In this case I do not follow up as the retailer would have already been sent emails regarding the broken connection and notifying of the pause.
  • If a site is a test account check the 'No follow up required' checkbox in the 'Post Start Selling Checks' field.

Need a note around checking for other deals - may not be such an issue once we have cleared backlog.  Will still be a check needed at other stages


Pre Start Selling checks for Enterprise, AM and High Value retailers

Could use templates Deb has created as a guide.  However given most of these retailers we would have been in previous contact with then need to personalise as needed.

DIY checks article

https://support.omnivore.com.au/hubspot-diy-deal-checks