Commit fa6163bf authored by Donique Smit's avatar Donique Smit Committed by Shaun McCann

Update working with sales workflows for L&R

parent 2f896e1b
......@@ -23,6 +23,7 @@ These workflows outline the steps for working on a ticket that would require act
When a customer wants a refund and their purchase is [eligible for a refund](/terms/) (within the 45 day refund period).
>**Note:** *There may be special circumstances where we may be able to request a refund
outside of the eligibility window - if you believe a case qualifies for this, CC a manager for approval.*
1. Determine the reason that they're cancelling and requesting a refund.
1. Make sure that there aren't any other types of queries that would need the Support team's attention
1. Use the `General::Accounts Receivable` macro to transfer the ticket to AR to process the refund. They will reply to the customer once done.
......@@ -51,6 +52,7 @@ When a customer wishes to cancel their subscription and they are not interested
When a customer wants to change the contact for current and future purchases
>**Note:** *Billing doesn't have a vetting process, so we need to vet the customer as far as possible before passing the request*
1. Verify that they are associated with the account / authorised to make the request, by checking the following:
- if they are a contact in SFDC
- if their domain name matches the company/previous contact
......
---
layout: handbook-page-toc
title: Passing a Lead to Sales
category: License and subscription
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
##### Overview
Use this workflow to pass a Zendesk ticket to a sales person for a quote. [Sales territories](/handbook/sales/territories/) are segmented by region and size.
Noting size is defined by:
1. Large (2000+ total employees)
1. MidMarket (100-1,999 total employees)
1. Small business (0-99 total employees).
---
##### Workflow
1. NEW BUSINESS - a user does not currently subscribe to a GitLab subscription and wants a quote from sales.
- Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the `Type` field in the SFDC account record (Customer vs. Prospect). If prospect account is found, and `Account Owner` contains a sales rep, pass the ticket to the Account Owner listed using the [Pass to Sales ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360025924680).
- If the account is in SFDC, but there is no Account Owner listed, use the `Sales Segment` (Large, MM, Small) and Billing Address to determine which salesperson the request should be passed using the [Pass to Sales ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360025924680) based on [Sales territories](/handbook/sales/territories/).
- If the account is not in SFDC, respond to ticket with the [New Sales Quote ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360026025019).
- Common reasons to escalate to new business sales:
- prospect needs to pay via a form of payment besides credit card and the deal size is more than $1,000 USD
- prospect has a PO (purchase order)
- prospect requires a quote prior to purchasing
1. RENEWALS - a current customer wants a renewal quote.
- Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the `Type` field in the SFDC account record (Customer vs. Prospect). Note the Account Owner and the Opportunity Owner of the upcoming renewal opportunity. Pass the request to the opportunity owner.
- If the opportunity and account owner is listed as "SFDC Admin", check the `Sales Segment` field as this is likely Small Business. If so, use the [Sales territories](/handbook/sales/territories/) reference to identify who it should be referred to using the [Pass to Sales ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360025924680).
- Common reasons to escalate to renewal sales:
- complaint with request of credit (ex. GitLab.com performance has been terrible, they want credit)
- any paper quote request for orders more than $1,000 annually (has a PO, can't pay via credit card, need an invoice prior to payment)
- downgrading product tiers
- transitioning from one product to another (GitLab.com <-> Self-Managed)
- downgrading the number of users
- renewal cancellation/refund other than SMB
1. Follow-up workflow for tickets which have been escalated to sales: daily, review the tickets which have been escalated to sales, requesting status and closing as possible.
_(pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)_
- Ping in Slack ([#sales](https://gitlab.slack.com/archives/C02NE5PQM) for new business, [#account-management](https://gitlab.slack.com/archives/C44SXGG8M) for renewals) if ticket is urgent or the copy to the sales person was not answered.
- Copy the manager on the 2nd ping in Slack.
- Find sales managers on the [GitLab org page](https://about.gitlab.com/company/team/org-chart/).
---
layout: handbook-page-toc
title: Working with Sales
category: License and subscription
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
### Overview of Sales
Account Managers are assigned accounts based on market segment, which is determined by region and size.
Noting size is defined by:
1. Large (2000+ total employees)
1. MidMarket (100-1,999 total employees)
1. Small business (0-99 total employees).
When we pass to sales, we can find the relevant person by looking at the [sales territories](/handbook/sales/territories/).
### Find the Account Manager in Salesforce (SFDC)
- **Account exists, Sales assigned**: Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the `Type` field in the SFDC account record (Customer vs. Prospect). If prospect account is found, and `Account Owner` contains a sales rep, pass the ticket to the Account Owner listed using the [Pass to Sales ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360025924680).
- **Account exists, Sales not assigned**: If the account is in SFDC, but there is no Account Owner listed, use the `Sales Segment` (Large, MM, Small) and Billing Address to determine which salesperson the request should be passed using the [Pass to Sales ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360025924680) based on [Sales territories](/handbook/sales/territories/).
- **Account does not exist**: If the account is not in SFDC, respond to ticket with the [New Sales Quote ZD macro](https://gitlab.zendesk.com/agent/admin/macros/360026025019).
## Reasons to pass to Sales
**ALTERNATIVE PAYMENT METHOD**: a customer wishes to pay via method other than credit card
Workflow:
- Confirm the paymemt method the customer wishes to use (wire, ACH or check)
- Find the Account manager in Salesforce using the `Find the Account Manager in Salesforce` steps above
- Chatter Sales and summarise the customer's request, ask for them to reach out
- Respond to the customer with the appropriate macro
- Apply the correct ticket form data, check the `Escalated to sales` box, assign ticket to yourself and set status to `Open`
**PURCHASE ORDER / QUOTE**: a customer wants to pay and has a PO or requires a paper quote or invoice
Workflow:
- Find the existing opportunity or subscription (if renewal)
- Find the Account manager in Salesforce using the `Find the Account Manager in Salesforce` steps above
- Chatter Sales and summarise the customer's request, ask for them to reach out
- Respond to the customer with the appropriate macro
- Apply the correct ticket form data, check the `Escalated to sales` box, assign ticket to yourself and set status to `Open`
**RESELLER**: a reseller or reseller customer wants to make changes to their subscription or follow up on an order
Workflow:
- Confirm the end-user and the reseller, by finding the account in Zuora
- Find the Account manager in Salesforce using the `Find the Account Manager in Salesforce` steps above
- Chatter Sales and summarise the customer's request, provide the reseller and end-user information, ask for them to reach out
- Respond to the customer with the appropriate macro
- Apply the correct ticket form data, check the `Escalated to sales` box, assign ticket to yourself and set status to `Open`
**SELF-MANAGED UPGRADE**: a self-managed customer wishes to upgrade their subscription to a higher tier and their current subscription is worth more than $1,000
Workflow:
- Find the existing opportunity or subscription in Salesforce
- Find the Account manager in Salesforce using the `Find the Account Manager in Salesforce` steps above
- Chatter Sales and summarise the customer's request, ask for them to reach out
- Respond to the customer with the appropriate macro
- Apply the correct ticket form data, check the `Escalated to sales` box, assign ticket to yourself and set status to `Open`
**DISCOUNT REQUEST**: a customer is seeking a discount and their subscription is above the Starter/Bronze tier
Workflow:
- Confirm their tier and the details of the discount requested, if they are not above Starter/Bronze or the discount request is unreasonable (use your discretion), explain that a discount is not available
- If you are unsure whether a discount should be given, consult with the Account Manager first
- Find the Account manager in Salesforce using the `Find the Account Manager in Salesforce` steps above
- Chatter Sales and summarise the customer's request, ask for them to reach out if they confirm a discount is possible
- Respond to the customer with the appropriate macro, set the expectation that a discount is not guaranteed and is at the discretion of the relevant approvers
- Apply the correct ticket form data, check the `Escalated to sales` box, assign ticket to yourself and set status to `Open`
**PRODUCT TRANSFER** - a customer wishes to transfer from SaaS to Self-managed or vice versa
Workflow: To be confirmed
**DOWNGRADE PLAN** - a customer wishes to downgrade from their current tier to a differ tier (same product)
Workflow: To be confirmed
**DECREASE SEAT COUNT** - a customer wishes to renew with less seats in their subscription
Workflow: To be confirmed
---
**Follow-up workflow for tickets which have been escalated to sales**: daily, review the tickets which have been escalated to sales, requesting status and closing as possible.
_(pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)_
- If no response in the Chatter thread, tag the manager
- Ping in Slack #support_sales_escalation if ticket is urgent or the copy to the sales person was not answered
- Copy the manager on the 2nd ping in Slack
- Find sales managers on the [GitLab org page](https://about.gitlab.com/company/team/org-chart/)
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