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Process

Opportunity Registration Process​

The commercial process begins before a proposal is released: the functioning of the presales activity and the commercial meeting/call will be described in a specific document.

The process consists of 5 steps:

  • Adding the customer card on hubspot (and subsequent management). The deal must be Contract Signed
  • Adding the signed contract in the Agreements & Contracts folder
  • Adding the customer card on the project accounting
  • CSM assignation + Account Manager and addition to the customer list (always in the project accounting)
  • Internal communication between CSM and Account to start the projects with the customer (via Slack channel slack *"CSM_Kickoff_Availability" using the lightning bolt-shaped shortcut at the bottom left and following the guided procedure)
  • Establish a slack channel (or similar) with the customer (unless it is not possible) in order to speed up communication and be closer to the customer

QUA SOTTO E’ DA AGGIORNARE_______

Card Creation on Hubspot

For each proposal it is necessary to create the relative deal card on Hubspot where, in addition to all the information, the processing status of the lead (from scheduled proposal to invoiced) must be entered.

The information to be entered is the following: Deal Name: company name + (only where necessary for the presence of multiple contracts) type of contract. Eg: Sisal Subscription, Alitalia Token etc. In the event that there is only one type of contract, the customer's name is sufficient. Eg: FCA, UnipolSai etc. Deal Stage: divided as follows Scheduled Proposal: proposal not yet sent to the customer but already scheduled (eg: in preparation) Proposal Sent: proposal sent to the customer (eg: via email or discussed directly with the customer) Contract Sent: formal contract attached; Closed Won: informal ok by the customer (eg: the customer tells us that they are going to sign and we are waiting for it); Contract Signed: formal contract received and signed by the customer; the “contract” topic will be discussed in a separate guide; Invoiced: invoiced deal (please note that only the administration can move the deal to Invoiced) Closed Lost: contract lost. Amount: economic value of the deal; Closed Date: the day on which the deal is expected to be closed or has been closed. This is automatically updated by HubSpot when a user first moves a contract into a closed won or lost phase, even if the deal has a different date existing value. Deal Owner: the person who is following the deal and who is responsible for the customer; Deal Type: new business vs existing business; Associated with: where the company and the contact will be entered in order to automatically log the emails exchanged with the contact within Hubspot. For example, if the proposal was made to the customer Mario Rossi, from Enel, we will enter Enel as a company and 1 as a contact.

Please note that it is necessary to flag "Add timeline activity from (...) to this deal/contact on both fields to log the history

Every time that a deal card is created on Hubspot it is necessary to tag @lorenzofanetti specifying the closing possibility (low/medium/high).

To tag it is necessary, from the deal tab, to go to Notes → Create Note.

The closing probabilities allow to calculate the value of the Pipeline proposals.

Here are the values:

Low: 20% chance of closing;

Medium: 50% chance of closing;

High: 75% chance of closing.

We are currently working to insert the closing possibilities as a fill-in field in Hubspot. As of today (03/08/2020) this field is not present yet, it should be added by the end of the current month.

In this video you will be able to see the various stages of creating the deal on Hubspot.

Post closure process

When we can consider the deal Closed Won, below are the actions to be completed:

Move the deal to closed won or signed on Hubspot. The difference between the two is if you actually have the contract signed (see the description of the various stages above) Create a folder on Agreements & Contracts, following the path below. Insert in the new folder (which will have the customer's name) the signed contract and the unsigned contract in word version. If it is not possible to have the signed contract, it is necessary to save and insert a confirmation email from the customer If it is a new customer, create a sheet (a customer card is created) on Project Accounting following the pre-set structure and without forgetting to create Hyperlinks on the first page (Instructions), depending on the type of deal closed (Token, POC, Subscription, Extra). If it is a pre-existing customer you only need to update the card, without creating a new one (by entering the information described below).

The customer card is the junction point with the delivery team: in the card it is necessary to indicate:

commercial contact test type and quantity (for POC contracts) overview token (for Token contracts) test type and quantity + subscription description (for Subscription contracts)

To see examples of this type of compilation just look at the examples of the previous compilations, remembering that on the Instructions page you can find the complete list of customers divided by:

Token No TOKEN Special Subscription

The color legend is also shown in the single customer card to indicate the type of contract.

The compilation of the table with the test details is, instead, responsibility of the CSMs who will complete it following the progress of the operations. The process ends with a double email to the CSM team Internal email to explain the customer, the description of the details and all the useful information about the customer (example) Mail to the customer CCing the operations to make presentations and allow the operations to organize the kick off call. Normally we insert 2 and 3 who will then take care of assigning the project to the reference CSM. (example) Note on the timing

The closing times of the deal can be extremely fast (especially in case of need by the customer) but usually follow a lead time that can range from a few weeks to several months. However, some of the timing that depends on us can be resized: the sending of the contract and the organization of the kick off call are normally done within 1 day from the informal ok of the customer (status: closed won). The timing of the tests and the various processes will be deepened in another study.