Sales - Service Process

The sales team at webdew while conversing with the prospective customer tries to ensure that the requirements are clearly discussed and understood. The sales team makes sure that the notes are being updated in the respective deals of the prospects in HubSpot.

The steps that the sales team take are as follows:

1. Pre-Qualification: It’s the primary responsibility of the sales team to qualify the prospects/leads and to ensure that the requirements are aligned with the services that webdew is offering. This qualification process is quite swift and the sales representatives are equipped with enough information to make this decision at this point. Here's another article on How to gather basic client info?
2. Feasibility Checks: There are times when the requirements are not 100% straightforward and the sales team needs additional help to ensure if the task is doable by the service team or not. It could be simply a complex website functionality, High-End Animation of videos, Complicated workflows in HubSpot, etc.
   
   To enable the sales team with the required answers, the service team extends a supportive hand which is managed through respective service-sales channels. In this case, the sales team provides as detailed as possible information along with the self-made notes so that the technician can understand it thoroughly and can provide a detailed explanation for the same.
   
   The sales team expects an alternative solution if the team is not confident to deliver the way the client is asking to go. The alternative solution must be in line with the basic requirements and should have a clear end goal and a timeline in place. The sales team does not onboard any project without getting the feasibility check done by the team and even with 1% of a challenge in the delivery.
3. Contract & Agreement: Once the feasibility checks are done and the client is ready to make the payment, the sales team drafts an agreement cum e-quote which includes all the deliverables, terms & conditions, etc.
   
   The e-quote is created through deals associated with the contact and you can check here how to create quotes on HubSpot. This quote will be approved by the CEO or COO and will be signed by the service manager, the sales manager, and the client. Once the quote is signed by all the parties, that signifies the agreement to the terms and conditions, deliverables, etc.
4. Project Onboarding: As the payment is made by the client, the sales team shares the information in the sales-ops channel and the rest of the process is described here.
   
   There will be certain key responsibilities of the sales team & the service team at this point before they start working on the project, which is as follows:
   1.  The sales team will email to service team before the kickoff call for the project and share the required information and introduce the service team with the client.
   2. Invitees to include: Sales Manager, Concerning sales reps, Service Manager, Service Lead, COO, and the client 
   3. Kick-off title: "Kick-off: Project Name"
   4. MOM: to be prepared by Service Manager
   5. MOM: to be shared by Service Manager in Slack project channel, Slack Ops-Services channel, and on ClickUp Project list -> Kick-Off task
   6. Kick-off email to be sent to the client by Service Lead on the day of Kick-off meeting. Service Manager to be in CC
   7. Post-kick-off call the service manager will share the escalation metrics with the client along with the introduction of the service lead/Point of contact.

      The service lead will acknowledge the email and the service lead will create a separate ticket for the project and start to communicate with the client related to project progress.
       

Project Handover: Once the kick-off call is done, the sales team handover the client, details everything to the service team to take care of it henceforth. The sales team does not intervene until and unless there’s an upsell or cross-sell opportunities generated by the services team. 


PLEASE NOTE - The sales team will provide the information at least 12 hours before the call is being scheduled. No Kick-Off call will happen without the payment clearance and for such cases, do get written approval from the operations team first. 

Updated on 18.01.21