CS NL go-live training - 5 March 2025

 

CS NL Go live training X Sunrise - March 05

VIEW RECORDING - 126 mins (No highlights)

@0:15 - Jonathan Riis Gilmartin (sunrise.dk)

I forgot to say Cecilia before she left that maybe we should not book exactly at 9. Sometimes it's good to do 9.15 for example, because some people at least I know for myself as well.

Putting a child in kindergarten usually differs how long that takes. Being exactly at 9 is not always possible, but today it's possible so that's good.

That's good. I'm guessing we are missing a few people still. think Joé and Wright are also coming. Yeah, and I think from the Bloom team as well.

 

@0:57 - Hilde van Helsdingen (Assessio)

Yeah, that's fine.

 

@1:00 - Jonathan Riis Gilmartin (sunrise.dk)

Just wait a little bit and these sessions are being recorded right for the people that I have some Yes, also all the sessions are being recorded and I'm also putting all of the sessions on the training page so that you can rewatch it on the page if you want to So trying to gather everything on the training page of all relevant material I know you also asked about a hotspot glossary glossary word explanation so there will also be a word explanation sheet or whatever we can call it on on the training page for just some of the most important things like closed state and I couldn't find it what this would be yeah closed state amount what is that and there are some hotspot defined fields that we cannot change in the wording of so it's good just to have that explain that one all right perfect yep

I'm going to check while we wait. Is a new colleague joining us today or is it just someone you need to create?

 

@2:10 - Hilde van Helsdingen (Assessio)

I think because Thomas had a super user admin right, he created that colleague and he's from support so I don't think he's invited for this session.

So they had basically ticket coming in yesterday and he said that it worked. I've got one colleague here, Renata.

She basically got a core profile I think or a core permission set and I don't know how that differs from a, I lost the words that you said, service set and maybe it's just good to guessing there's a pricing combined with how many seats we have but it would be good to sort of understand what limitations come with a certain seat.

Yeah, of course I can go through that today.

 

@3:05 - Jonathan Riis Gilmartin (sunrise.dk)

I just want to make sure, yes, so Renate, I think the only reason why we assigned a Corsi there is just because the email was a little different than what we, so I was not 100 percent sure how the role was defined, but it does probably a really good explanation for that.

Hello. Hello.

 

@3:29 - Hilde van Helsdingen (Assessio)

Team, else do we need to use for you going forward, Renate? Do you get an assessor email address? Because I think what you're saying is that we added you with a, I think, Merse email address.

Email address, yeah. Yeah, it's another assessor one at least.

 

@3:47 - Jonathan Riis Gilmartin (sunrise.dk)

I'm not going to try to pronounce this because that will be the most fun you hear all day, but yeah, it's not an assessor email right now, but we can assign you, of course, if you need us.

this seat you need a service seat so we'll assign you that and I can see them and I can also see I have one I have a Mohammed as well yes he's the new colleague starting Mohammed Khalifa he's the new colleague starting okay yeah perfect just then I just need to make sure that just need to make sure he has the right permission oh oh he has the right permission that's nice okay but I will assign you a seat as well I will say overall the difference between a call seat and a service enterprise seat is mainly the access to the customer success workspace you don't have that with a call seat and also using some of the tools that are at our disposal templates sequences meeting schedule a link I've done an overview together with Lydia so we can actually send that to

So there's a little, you know, this is included in a course sheet. This is not so like green, red, red.

We're trying to do it a little more visual. think she was shared today. We did it yesterday. I hope she will share today as well.

But as I can see it right now, all on the CS Bloom and CS NL team has a service seat except for you.

So I'll just make sure to assign that to you, of course. But everyone else has it. So it's just you that we need to assign a seat for.

that should be that should be good. I will actually just do it now because otherwise, you will be quite limited today and we don't want to do that.

All right. Hello, Ian as well. Should we just start or should we wait a couple minutes more for Hello, for for you, Ian and team or it's okay for me.

We have time. I don't think the program will be too. We have two hours today.

 

@6:01 - Hilde van Helsdingen (Assessio)

I've planned for one and a half hour and then questions, so Yeah, let's give me another two minutes and then otherwise just start I would say I guess you understand what question came from my team and I don't know I know you know if it's same for NL is because of the data not being I'd say the 100% truth people are just asking what can I do and what shouldn't I do so I know we're going through the for the detail but maybe it's good to keep in mind also what do you what would you recommend or expect us to do this week next week when we're still let's say finalizing or perfecting the data or maybe cleaning up some but it will stop and and perhaps also

what we still should use upstills for if you can reiterate that again, I think there's still a little piece of upstills for the billing process.

yeah, of course, it doesn't need to be now, but maybe in this session would be good to maybe pop it up.

 

@7:17 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, I'll just write it down. So I remember to edit at the end of the session. And if there's similar things from NL, I don't know, I am afraid to, course.

 

@7:35 - Hilde van Helsdingen (Assessio)

Yeah.

 

@7:45 - Jonathan Riis Gilmartin (sunrise.dk)

You should also from the project group have received like a, you know, I don't know if we can call it a guide, but, you know, what are we doing an interim period between having upstills and having, you know, Sora.

being fully ready, which is the new billing platform. I'll also find that, and I can resend it as well, but I'll also mention in the end of the session also what is preferred thing to be doing this period.

I will say, actually, the data that we have now, we shouldn't actually be, so to say, a hindered to do any, except the billing, because the billing is something we still need to do in up sales in a job period, but the other parts of the process we should be able to do in HubSpot, but I will show you those processes so that we can get into it as well.

We still, so I'm assigning you a seat now. Do you need a new link to log in, yeah, is that possible?

 

@9:04 - Renate Krauwel

Yeah, of course.

 

@9:05 - Jonathan Riis Gilmartin (sunrise.dk)

Thanks. I can see that the invite status is still pending. I thought maybe you don't have to look for that as an email maybe at a while back.

I just put it in the chat. There's a link if you click the link you should be able to activate your account.

Yeah, thanks.

 

@9:24 - Renate Krauwel

And are you on the bloom team or are you on the bloom team? Okay, perfect. Then you are correct.

 

@9:33 - Jonathan Riis Gilmartin (sunrise.dk)

Oh, yeah, you've said that to me yesterday actually. Perfect. And you could use the link, Renate, was it okay?

yes. And I received a code in my email.

 

@10:09 - Renate Krauwel

Perfect. Yeah.

 

@10:11 - Jonathan Riis Gilmartin (sunrise.dk)

Perfect.

 

@10:12 - Renate Krauwel

And you also have the right seat down, so that should be good.

 

@10:14 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, thanks.

 

@10:16 - Renate Krauwel

Perfect. I'm guessing we just start and then the others will join.

 

@10:19 - Jonathan Riis Gilmartin (sunrise.dk)

Again, we are recording this, so it should be okay in regards to that. The recording will both have a transcript and the recording will also, of course, have video.

So I'll try to put in some of the most important parts of the training, because of course you don't need to see maybe two hour training all the time.

You would maybe just want to see a specific use case that we go through. I'm trying to put these time steps in the video so that when you rewatch it, you can see that as well.

So I'll skip the first part, for example. So no need to watch 12 minutes before we get into the actual training.

Okay. It looks like When I look at the team overview that everyone is able to log in, is there anyone who is not able to log in that I can't see?

Anyone that has had issues with that or something I would be good to know? Perfect, I just want to make sure.

I want you to be in the system today, so it's just annoying if you cannot log in, for example, or something like that.

So that's perfect. Okay, let's see here. just going to share my screen. If I can. Oh, sharing, sharing, sharing.

All right. I have to look at all my problems. Okay, so the HubSpot setup right now, the typical thing you will see when you open up your HubSpot is some kind of dashboard.

We also have a CS dashboard that is currently just receiving some feedback that's just called CSM. When we receive all feedback for that, we will make the final changes and then you will have your own dashboard individually or per team that you can look at at an overall status.

I will also send that to you after the session, so you have that option to look at the actual dashboards.

Yes, but that's the typical thing you will see when you open up your portal. That's a dashboard, that's the first thing basically.

So what I would like to go through today is... What's located in the workspaces, so we have the Customer Success Workspace.

I also just want to make sure that we are comfortable in the CRM part of HubSpot. So what is the context, the companies and the deals.

And also for your knowledge, I think it's just good to know that tickets in the future will be in HubSpot.

Actually, as Hilda mentioned, it should already be going into HubSpot now. We've started getting the inbound traffic from the main emails into HubSpot, into the helpdesk area, which is here, which you also have access to.

As I say, not that you need to go there, but you have access if you want to. So if you, for example, need to see a customer that has many tickets, you can see the tickets and see what the topic is.

Hilda, you have a question? Yes, I'm getting some copies of emails of tickets since yesterday.

 

@13:58 - Hilde van Helsdingen (Assessio)

Is that right? So that I'm getting a copy of a customer saying I can't log in etc. Also like an email notification?

 

@14:10 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah. No, no, but that's something I can change quick. It's something with notifications. I think I just need to make sure, because if a conversation is unassigned, it will then be sent out to the whole team.

It's a standard notification. I would just tell Thomas to shut that off, because you don't need those notifications. I'm guessing you don't want them.

So I'll remove that notification.

 

@14:39 - Hilde van Helsdingen (Assessio)

Thanks.

 

@14:46 - Jonathan Riis Gilmartin (sunrise.dk)

Yes. That's just for you to know. So we have to help this. Yeah, and then we also want to just go a little bit into the tools that helps what has so some of the tools that.

I'll help you in your day-to-day and here I will be talking about templates and sequences which both in sales and CIS I find can be a pretty useful tool.

So I'll also go through that today and I'll also just check In regards to your outlook connection that we are sure that we make sure that that is set up in the right way I uh, we we installed for Sweden and Norway yesterday and we were able to bypass the the IT made blocker So it should be good and I talked with IT made earlier.

So we should be have An open possibility to actually do that. So I just want to make sure that is installed on your computers as well Yeah, so that's going to be the topic of today I'll start in the workspace start in the customer success workspace So these alerts is something I will remove what you can do if you don't want to look at them

and just drag it for now until I've fully removed them. Just drag it down in the bottom so we don't have to look at it right now, because the alerts is something that has been triggered from the health score, and the health score is just a test currently.

So of course that's not as relevant as it should be right now. So here we can see our day-to-day tasks and tasks in this scenario can of course be to-dos, emails and calls.

And if your calendar is connected, which mine is, you can then see your calendar as well. So how that looks in your outlook.

So this is just your day-to-day and outlook that you can look at. When the health score is live, of course, you will be able to see a summary here.

So you can see the development of customers across right now. want to have platform data because until we have platform data health score is not as fun it will then it will be based on tickets and nps which can also give us something but it's not a full picture and this is why we have not turned it on yet we have a draft of the health score already but we still need yeah again we we want platform data right i'm guessing you agree that it's a lot more interesting with data yes i think i might just borrow i can see it for different users so we want to make sure of course when we have the different parts of the setup we have these the portfolio we have pipeline we have tasks and we have schedule and we also have the option down here to add custom reports so if you have a specific number or report

you would like to have in here. You can wish, you can write me a wish, but of course we will also give some recommendations on what could you put in here as a report overview, for example.

But we have that option to add dashboards in the customer success workspace of reports as well. So looking at portfolio, a good thing is it can both be CS manager, but it can also be, and that's why I'm just going to add this here, because of course I know Hilda has someone, something she owns, I'm guessing.

Just do it like this. And then a little more a little more comes into effect. So let's just see.

Just going to create a view here so everyone can see. to create a view here. So you can create these views so that you can see who is the company or CS manager.

We of course want to have you on either one of them. Now my filter got away I can see but still it seems like you're using both is that correct like both CS manager and company owner.

 

@19:37 - Hilde van Helsdingen (Assessio)

Well company owner I think Veronica asked us to use of the main owner and some accounts do have two let's say CS colleagues so then she recommended the CSM to be that second colleague but company owner to be the main contact of a customer.

I don't know if that's the same for yours world no well

 

@20:00 - Jonathan Riis Gilmartin (sunrise.dk)

But for us, we have some that have two.

 

@20:03 - Hilde van Helsdingen (Assessio)

We try to just have one company owner, which is also the CSM.

 

@20:10 - Jurrian Zoeteweij (Assessio)

So it depends on where do you want us to put the names. Yeah, so I will say company owner or CS manager.

 

@20:22 - Jonathan Riis Gilmartin (sunrise.dk)

mean, for the full group, I will say it's usually from where I can see CS sits as a company owner when they are the primary contact.

But sometimes I see that they just fill out the same person for both company owner and then CS owner, which is fine, to be honest.

But what we can also see is sometimes there's still a salesperson owning the company, and then the CS manager view or the value then becomes very important.

So I will say that it would be cleanest to have it to you. to say is manager in these views, but then you can also be the company owner because otherwise I just I'm afraid that we'll have fluctuation in the principle because you know, if you can do if you can be both.

So but I think we can just have a talk about that I can take all company owners and put into like a mass select say as owners where say as owners are not known because then in this we can just use the CS owner property because I think it's more clean and also if someone decides that they should move a couple of companies into someone from sales you're not lost in this view or that those are not lost in this view.

That's so that's my suggestion. Does that sound okay for you?

 

@21:53 - Hilde van Helsdingen (Assessio)

Yeah I guess then the CS manager is the main contact of the CS team that's linked to let's a company.

And if you have a second colleague who's also, let's say, Dave's Day Linked, is there a custom field or something?

is there a? I mean, we can create that.

 

@22:14 - Jonathan Riis Gilmartin (sunrise.dk)

So right now we have company owner, we have CS manager, So these are the two fields we have, but we have the option to do a custom field if you want to have a possibility to have two CS owners, for example.

You can do that. It is a possibility, but I don't know if that's the use case you were thinking about.

 

@22:34 - Hilde van Helsdingen (Assessio)

Well, yeah, your recommendation is that, let's say my name's here, company owner will move to be a CS manager.

And then if I am double handling an account, there will be a CS manager number two. But that's probably only for Nellis, because your answer is not there.

I don't know if it's in Sweden or Norway, anything like that. And it's mostly also because otherwise, colleague that is the second colleague would always have to double think who am I linked to that whose domain or the primary that could be also behavior or workaround so I'm no yeah I think I get what you're saying here but actually then so the scenario is of course as you mentioned you're double handling the the account so you have multiple people on the account I think we just we just need in this report to agree on the principle because I can show here because here we ideally want to see your portfolio right all the companies you need to know or need to have a watch over so would that always be the company owner that also be the CS manager yes probably I'm looking at Anik I think yes right yeah yeah and then the second person in a way knows the account but then has maybe just a different view not on let's say with their own name assigned to it

Okay, that's fine.

 

@24:01 - Jonathan Riis Gilmartin (sunrise.dk)

So we go with company owner actually in this view. That's good. Okay, perfect. We can also do a double view so you can, you know, you can see the ones again so we can see where you are both or where you are one of.

So here you're a company, we can do one that's called company owner view and one that calls say as manager view for example.

You can switch between. Well, sorry. I'm happy to follow suit with everything what the group does.

 

@24:33 - Hilde van Helsdingen (Assessio)

if the group always use CS manager just let's just make sure that we do that as well. Okay, then we continue with sales manager.

That's good.

 

@24:42 - Jonathan Riis Gilmartin (sunrise.dk)

I will make sure to move the ones where you don't have a sales manager. I will make sure to add the company owner into the sales manager field as well.

So it's visible for everyone. Perfect. So what you can see here is again it's a portfolio view so it's a view of should be

the customers you are handling and if of course if you see your field you are missing some customers then it's just good for us to to let us know that might also be a filtering for example so but please make sure to to let us know if you are seeing or not seeing some customers that you would want to have so here we have some fields that are visible um what i'll just do is i'll remove this one so right now we have something called CS sentiment this will be controlled by the health score in the future but right now it's just something you can put in manually if you want to so if you feel there is an ad risk or a neutral or healthy you can put that in directly from this record i'm not going to do it because i don't know i'm i'm sure hunter select is happy but it's a good thing to put in here if you have any that you know are at risk or something where you know the customers maybe

that has an option as well. So you have the option to do a manual select, but would it only be for a UAN team or would you also like that option Hilde?

 

@27:09 - Hilde van Helsdingen (Assessio)

Well, I'm guessing you're saying offline and online, so-to-speak health differences, i.e. offline, you're speaking to them and everything's going to keep you, but online,.e.

the platform users is near to zero, for example. So that would mean a very unhealthy account. Is that what you mean?

 

@27:27 - Jurrian Zoeteweij (Assessio)

Yeah, based on data, based on usage, based on whatever- vice versa. They're healthily using, I'm hearing that they don't like it, and that the manager's going and that redundancies are coming, i.e.

 

@27:42 - Hilde van Helsdingen (Assessio)

this account is at risk of churning, so that you could either overwrite or have to, i.e. the sentiment based on data and the sentiment based on the relationship that we have.

 

@28:00 - Jurrian Zoeteweij (Assessio)

feeling, which is still, it's also a data point. still data point.

 

@28:06 - Jonathan Riis Gilmartin (sunrise.dk)

So we have, so we kept this field, I will, it will, the up sales part will be removed, right?

So we've kept this field for for this scenario as well. So the possibility to do that, because from what I can understand, that was also what you did in up sales, just basically just input it, because I don't see that up sales has the automatic way of doing it.

So you could just add a poor grid average, then I'll just rename this section. it's based on God feeling, God feeling health score.

like that.

 

@28:39 - Jurrian Zoeteweij (Assessio)

You have a question.

 

@28:42 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, I don't see any companies in my portfolio.

 

@28:47 - Jan Meijning (Assessio)

No, I think that's the same thing I had with Hilde because you are a company owner of those.

 

@28:52 - Jonathan Riis Gilmartin (sunrise.dk)

but I, you can see here, if I just change, I just need to change to you. Yeah. Because currently it sits as a C as manager.

what I can do is I can say company owner this and I can say me. I think it's the advanced filters not the added columns.

 

@29:22 - Hilde van Helsdingen (Assessio)

think that's why I went in the so it's advanced filters rather than added columns to get to your view to this.

Yeah, I like the same thing.

 

@29:33 - Jan Meijning (Assessio)

It's nice and neat and tidy without any companies. Yeah, yeah, exactly without any companies.

 

@29:41 - Annick Delanghe (Assessio)

So that's something I can manage.

 

@29:44 - Jurrian Zoeteweij (Assessio)

Yeah, it's the same.

 

@29:46 - Jonathan Riis Gilmartin (sunrise.dk)

I have a limited cognitive ability.

 

@29:50 - Jan Meijning (Assessio)

Ah, would be hard on yourself.

 

@29:54 - Jonathan Riis Gilmartin (sunrise.dk)

So you can see I've created this new view. you can everyone else see it if they log in the portfolio, can they see, see as a company owner here?

No, I don't see that.

 

@30:07 - Annick Delanghe (Assessio)

I see CSM, not I see Beta. Maybe you can see it on the shared views.

 

@30:27 - Jonathan Riis Gilmartin (sunrise.dk)

I can also see, I said company owners is me, to be honest, we of course also need to have a lifecycle stage.

That's a customer. So the reason I'm showing you these things today is also it's good for you to be able to filter this yourself as well, because you have a lot of filtering options in HubSpot.

So for example, yes, lifecycle stages. of course, you are probably only interested in customers and not just everything else.

saying, okay, we can then only look at customers because again, that seems to be what makes the most sense right?

The view the view we have here so the data points currently is what you're seeing now but what we would...

I'm anything. Still?

 

@31:14 - Jan Meijning (Assessio)

No. Can you share your screen yet?

 

@31:18 - Jonathan Riis Gilmartin (sunrise.dk)

Then maybe we can find the right filter of view for you. Yes.

 

@31:49 - Jan Meijning (Assessio)

This is what I see. Okay. I just need to...

 

@31:55 - Jonathan Riis Gilmartin (sunrise.dk)

Nice and tidy.

 

@31:57 - Jan Meijning (Assessio)

Yes, exactly. Nice and tidy.

 

@31:58 - Jonathan Riis Gilmartin (sunrise.dk)

If you can click the series of company... On the left side, a little down, you should be able to see a little more now, right?

Oh yeah, yeah. Yeah, perfect, yes, but I will also change, all the ones you are company owner on, you will also be sales owner so that you can see them in the top as well, the one called me.

It looks like it says property, little translation would be my property, if I'm just looking at I end up, yes, so you will be able to see that here.

So currently what is sitting in this view is just, you can see the standard data that we've put in, ideally a few dates that is not there yet, because that's we're waiting for the for you, the whole sewer implementation and the up-sales migration.

Ideally, what you would also like to see here, what we've noted down on the group level at least, is the upcoming renewal dates, the current MRR of the customer, ARR is also something we've added just because it's nice to have, and then the products that the customer has as well.

The platform, of course, for you, it's a couple of options, but still that is the data that will be added here going forward.

Is there anything else that you can think of that you would also like in this view? It's a bit too much.

 

@33:37 - Jan Meijning (Assessio)

Can you still, renewal date, that's interesting indeed, and what's that again?

 

@33:44 - Jonathan Riis Gilmartin (sunrise.dk)

What are other ones?

 

@33:45 - Jurrian Zoeteweij (Assessio)

So the other ones were current MRR, platform, product.

 

@33:50 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, that's great. And I think that's what I can see on my list currently, and a number of subscriptions, or if they have multiple subscriptions or

Well, that's likely for us, but yeah, yeah, okay, perfect. Yeah, I know we talked about that there were like the upsell was, you know, you had the product and then you need to use the product, but you were not really adding multiple products per se.

We do have that at bloom.

 

@34:21 - Annick Delanghe (Assessio)

do have multiple subscriptions.

 

@34:23 - Jurrian Zoeteweij (Assessio)

have everything.

 

@34:27 - Jonathan Riis Gilmartin (sunrise.dk)

Does it also be still set instead of euros? that something you could change yourself, right?

 

@34:37 - Annick Delanghe (Assessio)

You're seeing in the total revenue column.

 

@34:40 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, that's something I have to manage myself. No, that is actually something we can change for you. So we will change that to euros.

Yes, please. I don't sake is not really that useful for you. It's more. Yeah, it seems higher. It seems a lot higher.

 

@35:03 - Annick Delanghe (Assessio)

unfortunately, it's not. I can tell you that the conversion rate between Danish corona and Swedish corona is also not the same.

 

@35:12 - Jonathan Riis Gilmartin (sunrise.dk)

So even though you feel it's high, it's half. So yeah, that's always interesting. Okay. But thank you again for asking the question.

It's good to get the questions. So we make sure that we answer the questions instead of just going. That's also how we're doing with all the other countries.

You will naturally have many questions when you open up the platform. And that's really what we want to try to mitigate here.

Okay, I'll turn the screen again, because I can see that Jan overtook it. Yes, Jonathan, one more question for later.

Let's say I just selected any company owner.

 

@35:55 - Hilde van Helsdingen (Assessio)

So what any portfolio is and I see her active customers, but also she customers are probably ever linked to her but that's currently they are currently not customers will that be from this session that we that we will get let's say a list of cleaning to do or is that on your task and your team's task to clean out or to proper earmark that's they can that the view becomes more accurate basically yeah of course is it would they have would they have the customer status in up sales still or would that be something don't know maybe yeah from last week I think there were also we had the up sales we had leads in there and we had let's say if ever and it was maybe at a first meeting so uh I think you've got auto workforce which I have no idea who that is that you may have been there once or never but let's say for her portfolio yeah yeah it was a tender maybe

because I just, Anika, you've got 37 records, you've got 18.

 

@37:07 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, I just, maybe what you can do is refresh Hilde, because what I just did is I added the lifecycle stage customer, because I didn't do that initially, because if I remove this now, for example, you can see here, I should get more, I have 18, but if I remove and say save, I'll probably have, yeah, I have, exactly, I have a little more now, right?

So that's the reason. You can see, course, Anika does not need to see leads and marketing qualified leads that are assigned to her, but it's not customers.

So that's why I just cleaned that up, you can say.

 

@37:47 - Hilde van Helsdingen (Assessio)

And do you want us to, let's say if something is not correct, let's say it's not a lead or it's not linked to Anika, do you want us to start cleaning things up or do you say, like, no, let's leave that to

the latest age or whatever, what's your recommendation?

 

@38:04 - Jonathan Riis Gilmartin (sunrise.dk)

If you see one record where you feel that that should be something else and that can also just be it because you now know that that customer is not a customer anymore or that customer is a disqualified lead but it was maybe a lead in up sales you can of course change that so you don't have to you know wait for that per se as you mentioned as well these companies are probably the 34 companies here the ones that are not customers I'm sure is also correct in up sales that they are not customers so here I would just filter it away but if you see anything where you feel that should be changed you can make those changes if you want to I'll just save this view so of course you only need to see customers and he does so does a

seem like a more correct number? I think so. I'm pretty sure I checked for the Bloom and the NL team by just going lists in both systems and like, okay, the numbers match.

I hope it should match, otherwise I'm blind. So I hope so. But anyhow, so I've added the life cycle stage over here, right?

 

@39:26 - Annick Delanghe (Assessio)

But just to go back to, to clean up with you to ask, like, for example, there was a VAEI company in, at my name, which has been, has gone bankrupt.

I think we should, how can I, how can I put that in right in the system? A bankrupt customers.

 

@39:50 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, that's how did you do, how did you do that? Not sales just curious?

 

@39:55 - Annick Delanghe (Assessio)

Yeah, how should we register such a thing? Or, yeah, company is really good.

 

@40:02 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, so if the company is bankrupt, actually, we have a company status, but I just need to make it visible for you.

So I think when we have our break, I'll just add this to the company view as well, because then I can show you here how you do that.

It's just a drop down where you select bankrupt or it's, you know, not active anymore. I'll show you in the after the break, if that's okay.

Okay. Yep. Yep. Similar question.

 

@40:38 - Jurrian Zoeteweij (Assessio)

Well, I found a lot of, or not a lot, but a few companies that were actually the same, but I have, I have, for example, Maandag, I had three different companies called Maandag with all information scattered over those three companies and I merged them.

Is that the way to go? That's perfect. Yes. OK, cool. We've seen in Hop Sales, unfortunately, there is a lot of duplicates, that is annoying to have.

 

@41:12 - Jonathan Riis Gilmartin (sunrise.dk)

So we also have a colleague that's actively going through duplicates this week to just make everything nice and tidy, but also working on a parent child company relations.

Yeah, exactly. So for example, I think Randstad is an excellent example. If I open up Randstad, let me say, view record.

I don't think, yeah. So Randstad right now is not connected to other Randstads, but I know for a fact that you have 10 or 11 Randstads because you have them in all the countries.

All the countries has a Randstad, right? So ideally, that would be connected in such a way that you can say, OK, Randstad is actually Dutch, isn't it?

Yeah, originally Dutch.

 

@41:59 - Jurrian Zoeteweij (Assessio)

Yeah, yeah.

 

@42:00 - Jonathan Riis Gilmartin (sunrise.dk)

You would say okay, and you can do this yourself as well of course, but we will try to do it for all the bigger companies We can see that has many So let's say you have ranzler Deutschland.

That seems like a ranzler and you have ranzler. Oh God. are many Hey, but fair enough not all is recruiting I'm thinking ranzler Belgium The same so that this is one of the things that will be merged, right then we have Sweden You have Norway I'm showing you this because this is all good for you to know like because when your customers are connected like this It just gets a lot easier to get an overview We also have deco perfect This seems like something to be merged and then we can say next I'm just saying if we now Adding all the countries on the runs that will then and Nicosia owner of runs that see

So actually what we will do now is I will not urge them, I will just associate them so that Sweden can see that Annik is owning Ransdell Group and she can go into Ransdell Group and you can say okay what's the activity here and so we will not because I can actually just show I think it's because here we would then say okay that's a child company because again we know the main company must be the Dutch one right so so we say that Ransdell Group baby is the parent company and this is a child we do the same for Belgium I'm guessing this is Belgium we do the same for Sweden same for Norway and we do the same for decay to show you how this looks because then you can see here the stage of the customer of the customer so you can see here for example in Germany okay it's actually a lead in Germany it's it's it's

like a lead in Belgium of that correct seems like a lead in Denmark so that now we can see the the connection and also when Denmark opens up so let's say and Maria whoever owns this it opens this up she can see okay it's actually connected to the Rantel group and what I will just do here what I will actually do is I will just add the owner because I can see that that seems to make a lot of sense this and I will say company owner then you can actually also see who owns the record oh that was a deal because then now you can see the owners of the different Rantels for example

So that now you can see, you know, who is, if there are someone who is actively working, you can now see that in the overview.

Does that make sense? Yeah.

 

@45:15 - Annick Delanghe (Assessio)

Yeah, for some, for an answer that is quite complicated, actually, it's the response of holding, which is the main.

Yeah, they have a different structure. But it would be great to have a good overview. But I'm not sure it's in there.

No, no, no, that's fine.

 

@45:35 - Jonathan Riis Gilmartin (sunrise.dk)

I was just thinking you can have a parent company and then a parent company above that. So you could ideally create a little structure if you wanted to.

Yeah. Perfect. Okay. I hope you're okay with me going a little back and forth. It's just want to make sure also to show you the different parts of the system as well.

Also, you have some good questions, so it's just good to take the. as we go. I think for now on the portfolio side I won't touch now I'm not seeing anything so I'm going back to Hilde.

I'm borrowing you today Hilde, sorry. So for the portfolio part I will close it out for now. I will close this out for now and then go on to the pipeline part.

So right now you can see here that when you open up the pipeline you see a lot of different things.

Again you might want to filter it a little bit now there's no views currently. So for everyone here I'll just create a filter where you can see your own.

Just do that right here. So you can always do a deal owner. And I don't know if you actually have any active deals in the new customer pipeline or they would sit in the journey.

I'm not sure yet because I'm wondering how my view is definitely not 51K so I'm getting there's a country limitation because I'm just that it's right and not the whole group so that's the thing but what you can do is what we can for example do we can have so we can have a bloom view yeah because I think I'm now looking at some that seem for Boston I think some seem Swedish yeah and so it is in L yeah we answer you so exactly so you can see here these views you can so

The all deals view is, yeah, it's everything, right? So it's not necessarily that valuable, but you would want to have a view per team.

I don't think I remembered that I put in the team. So let's just do that. And save. Them seems a little better.

And then we can also create the same for you, Jojo. And team, we say, I know, like this. And we can just do the same thing.

And say, save. And then you will have the different views that you can change between. So if you want to see it on a team level, you can quickly do that.

But you can always also just look at all deals. Look at me and then me here is a dynamic owner property, right?

So that's that will then show, you know, who you are the owner of. Yes. You can also change down here if you're seeing this in still, that is the possibility that is a possibility to change as well.

I'll show you in a minute when we go to the full pipeline view. But if you open up this part of the customer success workspace, what can you see?

And can you see the views that I just created? If you refresh. You have a question? Yeah, so I can't see your answer for you, which is fine.

 

@49:47 - Hilde van Helsdingen (Assessio)

So that's literally zero. And now zero and bloom is got one, one, one case, same as you have. Yeah.

So right now, the teams are set up so that bloom and NL is not. seeing each other.

 

@50:01 - Jonathan Riis Gilmartin (sunrise.dk)

Do you want to see each other? Because I understood that you wanted to. You didn't need it, but I can add it.

It's a permission thing. Yeah, do you need to see him?

 

@50:12 - Hilde van Helsdingen (Assessio)

And do you think I need to see yours? Is it ever handy? Well, I can see.

 

@50:17 - Jonathan Riis Gilmartin (sunrise.dk)

I can already see you.

 

@50:19 - Hilde van Helsdingen (Assessio)

okay, I think maybe you are interested in super admin access.

 

@50:25 - Jonathan Riis Gilmartin (sunrise.dk)

So that will be removed at some point. You don't have to do that. Yeah, I don't know.

 

@50:33 - Jurrian Zoeteweij (Assessio)

Yeah, it might be handy, but I think it's still too separate ways of working and we handle separate portfolios.

The only thing is that we have a bond point.

 

@50:47 - Hilde van Helsdingen (Assessio)

We might have companies that are migrating from, let's say, Urians pool to my pool. Then that's incidental.

 

@50:57 - Jonathan Riis Gilmartin (sunrise.dk)

That's not a daily monthly thing, but let's say there is

 

@51:00 - Hilde van Helsdingen (Assessio)

customer a quarter that might move or migrate from, let's say, Bloom to SSEONL or vice versa.

 

@51:07 - Jurrian Zoeteweij (Assessio)

Yes.

 

@51:08 - Hilde van Helsdingen (Assessio)

Then we, I can't check that customer, you can't check that customer, is that what we're saying then?

 

@51:16 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, no, what we can do there in that scenario is a very good scenario actually. So right now you can see, you can see each other's companies.

I have not closed that, but you cannot see each other's deals. So that's the difference. You can always see the companies because like everyone needs to see all companies otherwise we'll start working the same company, right?

That's an issue. But you can see each other's, you cannot see each other's deals unless that's an option we can add.

So on the deal level, we have the option to add what's called a share deal owner. So for example, if you have something that needs to transfer from Eurion to you, Eurion can then add you as a shared owner.

It will be visible around here. you as a shared owner and then you can see just that deal but you cannot see anything else.

So you can just see that deal from your end. Would that work for you?

 

@52:09 - Hilde van Helsdingen (Assessio)

I guess so, think I'm thinking Lusak for example you're not doing then you could see Lusak because it's still in Chris's world which is an L and then if you're the shared owner then you could see let's say if it is going to, do you think it works that way?

 

@52:30 - Annick Delanghe (Assessio)

Well, a certain period it would be handy to see both actually but I'm not sure if that's possible. I mean it is possible we could do that with the shared deal owner.

 

@52:45 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah okay yeah then that works I think.

 

@52:49 - Annick Delanghe (Assessio)

Okay perfect but I will add that as an option.

 

@52:53 - Jonathan Riis Gilmartin (sunrise.dk)

I will do a little video on how to do it and I'll put it in the training page and I'll call it you know migration.

from one and from bloom to nl or the other way around or something would that be okay? But when you have to do that very specific scenario, you're gonna always find that video Yeah, perfect But good questions and I'll go back to the pipeline so Private views I'll go by bloom So Overall we have the pipeline for you can say sales and in sales I mean as you know news news sales.

That's not what you're doing But also for upgrades also for for that part of the Was that your question?

know You can ask your question and I can Was it?

 

@53:54 - Arno van den Bosch (Assessio)

Yeah Okay Okay, so you just answered it says perfect

 

@54:00 - Jonathan Riis Gilmartin (sunrise.dk)

So, the opportunities you had in up sales for upgrades and so on has been moved in here, so that's where they are sitting, basically, and you have the option to switch between this and then the sales journey.

And the journey here is basically focused on the actual, the sales part, which is onboarding adoption, true value expand, renew, and of course, you still have these called one expansion and lost expansion in here, but we are just working on not having those in this part of the setup, because the feedback we received was basically that it's good to have a CS pipeline that you focus on onboarding the customer and adoption and all those stuff, and then you have something for only the upgrade opportunities, so you don't need to mix it too much.

I hope you agree, or you would like to do it as well, but not made a separate board, basically a separate

 

@55:00 - Jurrian Zoeteweij (Assessio)

work for upsell. Yeah, exactly.

 

@55:03 - Jonathan Riis Gilmartin (sunrise.dk)

Because the feedback we received is that a lot of the customers will not necessarily have an upsell. So so having to have one pipeline where a lot of the times you just skip certain stages because you would know there won't be the possibility.

Then why not focus only on the onboarding and the adoption. And then when there is an opportunity, you see there you can just add a something in the opportunity pipeline.

But you can tie them together. I can show you how that works, by the way. So you can see it's connected still in setup.

So we'll go through that because I would ideally I want to you know, we would want to create a deal today and move it through the different stages.

And then of course also look at the the handoff between the new logo and the series journey and then how that works from there.

Yes, it's also wish overall from a session to have one pipeline for sales instead of having multiple pipelines for sales You know because that's that's what we'll end up having So it's a Hopefully it's best of both worlds And again cleaning like for example, you just had to do and else in the third column Is that a duplication or is that putting twice from up sales or I Will I will have to double-check my colleague mess doing a lot of cleaning today.

Okay.

 

@56:37 - Annick Delanghe (Assessio)

Yeah.

 

@56:37 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, that might also be to Potential needs I think Yeah, yeah This is an implementation From what I can see Other one That's the same.

Okay So maybe it is the same but it looks the same but I'll I'll check if there is true in up sales then it is what it is.

We found that it differs a little bit but that is something merging of duplicates and if it is duplicates is something that we will be doing today so we should see a lot of these removed as well.

 

@57:16 - Annick Delanghe (Assessio)

I can imagine it's implementation so there's no MRR so it's a one-off and so there's no MRR for example you see like a alumni there is an MRR and with those two those two top ones there's no MRR.

 

@57:37 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah it looks like it's implementation from what I can see on product when I opened it you can see here it says implementation and then service provider tendon but I can see at least yeah okay yeah perfect

So we've been at it for about an hour and we have an hour lift. Usually I do like a two minutes.

People want just pop off on a coffee or go to the bathroom by now. We just do that for two to three minutes.

If you break, we'd be fine. So let's see each other in three minutes.

 

@58:30 - Annick Delanghe (Assessio)

You You

 

@1:03:06 - Jonathan Riis Gilmartin (sunrise.dk)

How's the weather today in the Netherlands? It's great actually.

 

@1:03:12 - Annick Delanghe (Assessio)

Yeah.

 

@1:03:14 - Jonathan Riis Gilmartin (sunrise.dk)

Right and sunny.

 

@1:03:16 - Annick Delanghe (Assessio)

Very sunny.

 

@1:03:18 - Jonathan Riis Gilmartin (sunrise.dk)

We had that yesterday, but now it's just very Copenhagen weather. Danish weather, just grey. It will probably start to rain as well, that will not surprise me.

I think Dutch weather is the same as weather.

 

@1:03:37 - Annick Delanghe (Assessio)

Yeah, we talked about it.

 

@1:03:42 - Jonathan Riis Gilmartin (sunrise.dk)

Like it felt the same as well when we went just, you know, usually a bit gloomy. And then sometimes pretty good.

It's called opulste. What? Opulste. What does that mean? Upholst, weather, gloomy Upholst, that makes it I think yeah cool let's continue I just have a few things left in the yeah Indicating the success overview and then we can move on to the deals and the the CRM itself we can say so I'll share my screen again so from here I'm seeing everything now I don't see everything from here basically we want to you know what you can do

Of course, you can move stuff through the pipeline. So if you want to do that in this overview, that is something you can do.

You can also switch between this and a list. It's up to you what you prefer, but you can move it through the different steps in the pipeline and then depending on the different steps that you move it through like this, the hospital will then open up and ask for a few questions, depending on which stage you move it towards.

So we have some stages, course. The stages will seem pretty similar to the one you have in op sales.

There's not real just something that has been added. And I will also share the stage definitions, what the different stages mean.

I will also share that in the training guide page so that you can see, you know, what is the actual definition of the different stages.

And we have the tasks. And so the task for you in HubSpot is probably something that's pretty similar to what you are used to in off-sales.

Here you can see the different tasks. You can see the assigned who is owning the task, the priority, the type.

And then you can, of course, also mask. Check the tasks if you want to do that, and then you can start working on the different tasks in whatever, whatever I need to English word for it.

whatever way you would like. So we're starting from the top or from the bottom really up to you depending on the different tasks that you have a focus on right now.

You can of course also create views if you want to do that as well. If you have a view you would like to create you can also add that.

I will say if you have any tasks here in this view they will also be visible here and you can click on them and open up the tasks as well.

I have them here also right. Then you can view them directly in the task overview. So task is something you will be assigned you know you can assign them yourself but you can also assign them they will also be assigned to the system so you will receive some automatic tasks based on for example renewal dates upcoming is one if you have a customer that has a at-risk health score will

also give you a task just so you it's popped in here you get that notification we make sure that you see it and if you have other scenarios where you would like to have tasks that is also something we can add of course so if you have anything specific you would like to then we can do that when we have platform data we also of course have some use cases that we would like to input where we can give you a task as well if you want to have tasks or just a notification based on your customer usage usage you have a question yeah i'm always a bit worried worried that this will be another platform to keep tasks and you say some come from the platform some people have old-fashioned notebooks with a paper pencil that they have tasks some people use one note some people use their email everyone can use their own way but is there a recommended way to use this going forward maybe

 

@1:09:00 - Hilde van Helsdingen (Assessio)

the group or what you've seen other countries do, is it only CRM activities or is it like, oh I asked Anik, Anik check if an echo is rapidly invoiced for example, would I put it in here because then Anik gets a nice email rather than me having to type, like I'm using, I'm trying to find a way that it would not be extra work but also that it not otherwise it might be a forgotten since page.

 

@1:09:30 - Jonathan Riis Gilmartin (sunrise.dk)

So I do actually, so we really do recommend also all the other countries also the other departments to use tasks both for activity-based things but also to help each other, you can say.

For example, remember to pick up on billing for example and so let's see I go to, I can see I have sunrise here.

So you would, I don't know where you would see or want, look at when you're thinking. Okay, maybe we need to check the billing of sunrise, but what you can do is you can create a task directly from sunrise if you want to and say check billing and then you can put in a date and you can assign it to the NIC for example and then give her a note and you know she will then receive a notification that he'll assign the task for you say check billing on sunrise because XYZ and that will also be visible directly here in the overview so that we can see on the customer that there is a task for NIC do this so it's both so when it's utilized in that way and we get both system notifications as tasks but we also receive from our colleagues like internal to do and remember to follow up with this or have you filled out the onboarding document or whatever that now might be we can have that as a task so we can gather as much in one platform as possible

Can you mass upload tasks?

 

@1:11:01 - Hilde van Helsdingen (Assessio)

If I have, let's say, 10 tasks for a panic, for example, and I have 10 little things, can I do that?

does it need to be one by one? No, you can mass upload if you want to.

 

@1:11:13 - Jonathan Riis Gilmartin (sunrise.dk)

I think... Sorry, I was just saying if a panic approves, you can, but...

 

@1:11:23 - Hilde van Helsdingen (Assessio)

No, but you can do that actually. If I have my one node, for example, 10, let's say, things, then do I need to 10 times put them in the right customer?

Yes, of course, neatly, but if it's like a check or something, can you mass upload a plug?

 

@1:11:41 - Jonathan Riis Gilmartin (sunrise.dk)

Yep, you can do that, but also just to understand, would that be on the same customer or would be 10 different customers?

 

@1:11:50 - Hilde van Helsdingen (Assessio)

Might need a latter, but it might be that... Yeah, I don't know. No, no, that's fine.

 

@1:12:00 - Annick Delanghe (Assessio)

Just like that that you show this create task type something in And and save then that's a small thing right?

Yeah, but you recommend maybe to do it on the actual So if I say for example something generic, I need to check your billing from all your customers for example Yeah, how would I do that?

 

@1:12:22 - Jonathan Riis Gilmartin (sunrise.dk)

Then I just create a task for me regardless of the Yeah, so okay, that's a super good use case actually um, let's see.

I Hopefully I can do it Love being used So let's do this So you can see here if you want to create a task on all of her customers You can just mark them all in the portfolio view and you can say create task and you can say Check billing example sign them to any of you.

Oh, no, no, not that one Yeah, I won't do it. anyhow, and then you can see you can put it as a priority medium.

We'll say low. No, it was a high. then you can put it in a queue as well. A queue is basically just one bucket you put some tasks into.

But if you give them the same name, then that's fine. You don't necessarily need a queue. And you can put a due date and you can say if you want to add a reminder.

So you don't have to do that on each, but you can create these tasks just by you can also do it going into a list in the CRM.

we get there, I'll show you, you can mark a full list and you can say create. So for example, if you needed all the bloom customers, then you could say, okay, I'll mark all bloom customers and I want to create a task for all the owners of these customers, for example.

So if you would, if you would create it.

 

@1:14:00 - Annick Delanghe (Assessio)

this now, would it put a task at every customer separately? So I can just check them off then. exactly.

And how do you check them off?

 

@1:14:14 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, so I won't do this now, but I'll just, I'll change to myself. So I won't touch any of nx tasks back here.

So the only thing of course is that when you need to, it opens up a new one. So you have the tasks here right in this overview.

So if you receive the different tasks, sorry, let me try that again, you receive the different tasks here and then what you ideally want to do is of course, start with one task, you can open the task here and you can see what it is connected to.

And then you can, I wasn't supposed to click that. But then when you've done the necessary task, you can then say complete.

And then the task is completed and removed. So you can see here when I do this, I can say create a follow-up task if I need to, but I could also say not now.

that's just, I don't need a follow-up task. So when you're done with all the tasks, you can just say done, done, but for example, you can also edit the task if you want to of course, but you can also see everyone that the task is associated with.

So you also have that option to see that here as well. Now I think. Yeah, I do see it as a task right now.

 

@1:15:54 - Annick Delanghe (Assessio)

Oh, you do? Yep. Perfect. I have to build some right. Yeah, you have to do some billing.

 

@1:16:03 - Jonathan Riis Gilmartin (sunrise.dk)

Don't be too sharp or too harsh on us on the billing part, but anyhow. So yeah, so that's the task part basically.

You can see, but I think actually one thing I just want to show. Because I'm not assigned a service.

Actually, Arno, could you share your screen instead of me logging in as you? I would like to show you something in the task overview, I can't.

I'm not sure I can use it because I don't have a service seat assigned. Let me see.

 

@1:16:49 - Arno van den Bosch (Assessio)

Right. So I go to tasks. It's just thinking, okay, it's getting there. You can see my screen, For me it's gray, I don't know if you can.

Right, let me see.

 

@1:17:20 - Annick Delanghe (Assessio)

And is it working now?

 

@1:17:22 - Arno van den Bosch (Assessio)

Yeah, yes, great. So I'm in the under the tasks now. Yeah, that makes sense.

 

@1:17:31 - Jonathan Riis Gilmartin (sunrise.dk)

can I just get, for the sake of it, I get you to create a task in the right side?

 

@1:17:38 - Arno van den Bosch (Assessio)

Yeah, just a little test.

 

@1:17:41 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, Billing, that's good. Yeah, and then you can assign it to, what do you say, associate with records if you can just associate with sunrise for now as a test.

So can I just select anybody?

 

@1:18:00 - Arno van den Bosch (Assessio)

Should I? Yeah, you could just say that's all my colleagues.

 

@1:18:03 - Jonathan Riis Gilmartin (sunrise.dk)

that's fine. Yeah, and then create.

 

@1:18:10 - Arno van den Bosch (Assessio)

Yeah, all right, exactly.

 

@1:18:15 - Jonathan Riis Gilmartin (sunrise.dk)

What does that mean exactly associated with record is what it is the task is about?

 

@1:18:21 - Annick Delanghe (Assessio)

Yeah, that's just it's associated with. So which company is it associated with basically?

 

@1:18:27 - Arno van den Bosch (Assessio)

Yeah.

 

@1:18:27 - Annick Delanghe (Assessio)

Company or like opportunity or?

 

@1:18:31 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, it can be both or all so you can have associated with a contact or company or an opportunity or a deal as it's called in Hobsburg.

Yeah, exactly.

 

@1:18:41 - Arno van den Bosch (Assessio)

Exactly.

 

@1:18:42 - Hilde van Helsdingen (Assessio)

And then it would always show as you just in the record of that company. So if some nice company now opens, honors task would be at the top of you.

Yeah, exactly.

 

@1:18:54 - Jonathan Riis Gilmartin (sunrise.dk)

So you can see it and that's why I like using again using tasks.

 

@1:18:59 - Arno van den Bosch (Assessio)

So if you have.

 

@1:19:00 - Jonathan Riis Gilmartin (sunrise.dk)

something that you would like to have on the customer. You can go directly to the customer and do it, but you can also, if you need to do mass updates, or you need to do something on all customers, you can go in and do that in the overviews, so you don't have to do it in your, not all of it in your OneNote, at least, Hilde.

I'm sure you will still do some of it in OneNote, but updating billing information, updating different parts of it, you don't need that necessarily.

Yeah. Can I get you to click? Just mark the task or mark? Oh, yeah, okay.

 

@1:19:39 - Arno van den Bosch (Assessio)

Yeah, perfect. That looks like it's supposed to look so that's perfect.

 

@1:19:43 - Jonathan Riis Gilmartin (sunrise.dk)

That's good.

 

@1:19:44 - Arno van den Bosch (Assessio)

And then you could say, not now. You don't need to create a follow-up task.

 

@1:19:47 - Jonathan Riis Gilmartin (sunrise.dk)

right. And Anno, if it's okay with you, maybe I can borrow you for the rest, the two of the other, because I know my way around, I would like to, you know, it's good for someone else to try it out.

If you can click on the next tab, that's the schedule at the top. It does look like your calendar is connected, right?

I can see you have to scroll down. Oh, here.

 

@1:20:16 - Arno van den Bosch (Assessio)

Yeah, there we are. Perfect. Yes.

 

@1:20:20 - Jonathan Riis Gilmartin (sunrise.dk)

So that looks good. So your calendar is connected. So I'm happy about that one. One thing to note, can I get the rest of the team here to also go in here?

And are you seeing something similar to Anu? Not necessarily his calendar, but we're also seeing your calendar. Are you seeing your calendar in here?

That's what I'm curious. No, not yet. No, you're not seeing it. Do you have, is there like a prompt for you to connect your calendar?

Connect your calendar. I can do that.

 

@1:20:58 - Annick Delanghe (Assessio)

Outlook.

 

@1:21:01 - Jonathan Riis Gilmartin (sunrise.dk)

but not the exchange one, the other one. Okay, but let me know when you give, if you were, it works.

So again, the schedule part is good. This is not the part I use the most in HubSpot. But what I will say is, if you create a meeting from Outlook and the email of the customer sits in HubSpot, that meeting will automatically be put into HubSpot.

So you don't have to add those meetings manually into HubSpot later. They will be put in automatically. I think it's good to mention in this.

So again, if the customer exists, then the meeting will be created. If the customer does not exist, nothing really happens actually.

We will not be prompted to create the customer per se. Then we have the next part, which is the feed.

If you could click that, Arno? Yes. Now you're not seeing that much here, but I'm guessing that's because you've not started to track your emails that you're sending yet.

I'm guessing, I'm not sure. No, no, it doesn't look like it. but are you using Chrome currently here? Yeah.

 

@1:22:44 - Arno van den Bosch (Assessio)

No, is, what's it called? I can't see it in the video. Wait, it's called Edge. Edge?

 

@1:22:57 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, you are not. Okay, perfect. But what I would actually really like to do is to make sure that, you know, everyone has the right configuration to outlook so that we can actually start seeing, getting emails into HubSpot as well.

Can I get you, Arno, to open up your outlook so that we can see if we can, if it's, if we can set it up or we already have it set up.

I've got my outlook.

 

@1:23:30 - Arno van den Bosch (Assessio)

I need to share the full screen. Okay, yeah.

 

@1:23:36 - Jonathan Riis Gilmartin (sunrise.dk)

So I've got my outlook open, right?

 

@1:23:38 - Arno van den Bosch (Assessio)

Yeah, perfect.

 

@1:23:40 - Jonathan Riis Gilmartin (sunrise.dk)

Perfect. And if you click this, if you click the three buttons on the right side, you're in the, like you have this top menu.

We don't, we don't have anything there.

 

@1:23:50 - Arno van den Bosch (Assessio)

I, that's, that's fine.

 

@1:23:51 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, but then what I'll do is I just want to make sure that everyone has this installed the right way.

I'll just send you a link in the chat. And if everyone can just follow that so we make sure it looks as it should look.

You can also, you should be able to see it in the chat now as well, Arno, if I can also get you to open it and still share the screen.

All right, contact, connect personal email.

 

@1:24:29 - Arno van den Bosch (Assessio)

Yes, make your inbox. I think you need to log in. Connect to outlook, continue. Should I download the extension?

that helpful?

 

@1:25:05 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, it's very helpful, actually. And then you have to pick... You're not on Mac, right?

 

@1:25:13 - Arno van den Bosch (Assessio)

You're on PC?

 

@1:25:14 - Jonathan Riis Gilmartin (sunrise.dk)

PC, correct. But you have Office 365, so I'll take the middle one. That's the one we are using across the group.

Get it down. Seems like we are allowed to, so I think... Crossing my fingers here. This was what was closed when we had the first training session, so...

It used to be working.

 

@1:25:44 - Arno van den Bosch (Assessio)

Yes, it was working.

 

@1:25:48 - Jonathan Riis Gilmartin (sunrise.dk)

Did everyone else try to do the same, or are we losing someone? I just want to make sure.

 

@1:25:54 - Annick Delanghe (Assessio)

Yeah, my account was connected. Well, now it's gone again.

 

@1:26:02 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, I almost have the same.

 

@1:26:04 - Jurrian Zoeteweij (Assessio)

was I'm also connected to see actually the HubSpots sales banner, but yeah, it's sometimes I When I wrote write a new email, it's not it's not giving not get doesn't give me the HubSpots Coaches VCC so it's like okay.

 

@1:26:23 - Jonathan Riis Gilmartin (sunrise.dk)

What's going on?

 

@1:26:24 - Jurrian Zoeteweij (Assessio)

I basically every every morning.

 

@1:26:27 - Jonathan Riis Gilmartin (sunrise.dk)

I have to turn it on again Yeah, okay, because we I actually put our set up the dates where you should be logged out from inactivity So let's see if that's something we can we can adjust but I know if you can open up your outlook now So we can test it together.

Yeah, that be great And if you say if you say new email Just want to see sometimes it pops in there and then you click the three buttons on the right And these ones, yeah, exactly

Did you have it open? you close it and open it again? think that's what it sometimes takes. Then maybe the new email need to make it bigger.

 

@1:27:19 - Arno van den Bosch (Assessio)

These ones, no. No, it's because it's another place for you, sorry. So you have a box with small boxes in it in the top menu.

It's right next to the three bars.

 

@1:27:29 - Jonathan Riis Gilmartin (sunrise.dk)

These ones.

 

@1:27:30 - Arno van den Bosch (Assessio)

Yeah, exactly.

 

@1:27:31 - Jonathan Riis Gilmartin (sunrise.dk)

Can you click that one? Yeah, there we are.

 

@1:27:34 - Arno van den Bosch (Assessio)

Yes, and then if I click on this, you can pin it.

 

@1:27:39 - Jonathan Riis Gilmartin (sunrise.dk)

We would very much like to pin it. Yeah, no, pin it.

 

@1:27:47 - Arno van den Bosch (Assessio)

What was that?

 

@1:27:51 - Jonathan Riis Gilmartin (sunrise.dk)

And it's okay.

 

@1:27:52 - Arno van den Bosch (Assessio)

Wait, let me try it again. Yeah. Yeah, now it's immediately done.

 

@1:28:00 - Jonathan Riis Gilmartin (sunrise.dk)

pin it is that it's visible here right yeah yeah but did you did you pin it because i've usually i've seen that it should pop up yeah okay yeah that's fine okay um perfect so what you can try to do now is you can put in my email for example in there just uh we're going to write the email my email is my email is jrg gg and then uh i see it yeah yeah exactly yes yes and then try to click the uh the thing again because i think ours maybe requires you to log in i think this is the first time so you want me to send it or to click on the yeah exactly just this then i guess left click because that will trigger it

 

@1:29:01 - Hilde van Helsdingen (Assessio)

Yeah, what so you want me to send it or no, I think you have it because your BCC address is not popped up.

 

@1:29:09 - Jonathan Riis Gilmartin (sunrise.dk)

So I don't think I know this is going to give you the results. Oh, exactly. So that's why I just if you left click on it, I think it will prompt you to log in.

I got a hotspot sales. Yeah, exactly. Can you maybe because it can go on info?

 

@1:29:26 - Hilde van Helsdingen (Assessio)

Oh, no. Do you open it then?

 

@1:29:31 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, I think that's just a guide, but you should be able to just click on it. And then it will prop it, it will prompt you to log in on the hotspot sales.

 

@1:29:42 - Arno van den Bosch (Assessio)

Okay, perfect.

 

@1:29:43 - Hilde van Helsdingen (Assessio)

And then you just have to log in.

 

@1:29:46 - Jonathan Riis Gilmartin (sunrise.dk)

And I will check meanwhile with the activity part. I just I set it up to three days. So it should be.

Yeah. Yeah.

 

@1:29:56 - Annick Delanghe (Assessio)

And it used to be three days, I think, but I know I logged in. yesterday, and now it's gone, and I cannot find the pin that was in the sorry panel, because that you said that in the first training at Jonsson.

 

@1:30:11 - Hilde van Helsdingen (Assessio)

Yes, the side panel needs to be pinned too.

 

@1:30:15 - Jonathan Riis Gilmartin (sunrise.dk)

Exactly, so we'll do that today, so just make sure.

 

@1:30:19 - Hilde van Helsdingen (Assessio)

I echo Anika Jirian's observation, because I've got the same, that you think I was in there yesterday, it shouldn't be timed out, yet it's not.

 

@1:30:34 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, I'm just looking at it now, it is set to three days, I'll double check with HubSpot technical support just to make sure, because it is configured for three days, so that seems a little odd, so I'll check and get back to you on that.

 

@1:30:52 - Annick Delanghe (Assessio)

But it used to be that I did see the logo, HubSpot.

 

@1:31:00 - Jonathan Riis Gilmartin (sunrise.dk)

for logo but I know I don't see that anymore in my outlook.

 

@1:31:04 - Annick Delanghe (Assessio)

Okay, could you share your screen so we can maybe see if we can find it together?

 

@1:31:08 - Jonathan Riis Gilmartin (sunrise.dk)

I just want to make sure because it's just annoying if we don't have this configured in the start with you.

 

@1:31:14 - Annick Delanghe (Assessio)

I used to have here like the HubSpot logo and then I can click on it.

 

@1:31:22 - Jonathan Riis Gilmartin (sunrise.dk)

Could you do one thing for me? Can you try to put in my email just in the like you're writing me an email?

It doesn't power okay and if you click on the three small buttons in the top like in the email you have it at some point right?

 

@1:31:49 - Annick Delanghe (Assessio)

Yeah I did definitely I had it yesterday.

 

@1:31:56 - Jonathan Riis Gilmartin (sunrise.dk)

Maybe with the update or I don't

 

@1:32:00 - Annick Delanghe (Assessio)

Yeah, but I don't think I did not update anything per se.

 

@1:32:04 - Jonathan Riis Gilmartin (sunrise.dk)

So that's interesting. OK.

 

@1:32:09 - Annick Delanghe (Assessio)

Do the others still see the, because it's not up here, right? No, no, it should be in the menu bar in the email.

 

@1:32:20 - Jonathan Riis Gilmartin (sunrise.dk)

you open up the email in the big view? Sometimes you can open it in a full screen view, like the email.

OK, what do you want to do now?

 

@1:32:30 - Annick Delanghe (Assessio)

The arrow in the right side feels to outside, to the outside.

 

@1:32:34 - Hilde van Helsdingen (Assessio)

The arrow to the bottom. No, one back. The bottom is to outside. Do you a free side with a arrow?

No, that's the other side. Yeah. Yes.

 

@1:32:49 - Jonathan Riis Gilmartin (sunrise.dk)

But I'm guessing you don't have... You have very few options in your menu bar. Seems like, right? Or is it just me?

Compared to Arno, for example? have a different view to reinstall. I think we do that. If you click the link in the chat, then you can just do that together if you want to.

 

@1:33:11 - Annick Delanghe (Assessio)

It's what to make sure we have this installed and ready. That's right, exactly. This is a little different. Yeah, it's connected, so it is connected.

I'll remember you.

 

@1:33:55 - Hilde van Helsdingen (Assessio)

If you download the extension that will get you that button, I think, back now.

 

@1:34:00 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, and you should know if you do the middle one the office 365, that's what I understand you have currently.

Yes, please. Yeah. And then you say get it now. Then we'll just wait. And then we should be able to and now say open web, you shouldn't don't need to open it in web, but we will need to close the one you have now.

Yeah, but yeah, you can close that one. That's fine. And then you also have outlook, the outlook app, you will probably need to close it down and then open it again.

Yeah, and then just open up the outlook. again and we should be able to hopefully we can find it yeah there yes ah there we go okay can you click it just uh probably it will probably prompt you to log in but still it's just good to have it okay not okay but then just click new email then and then i'm guessing it will prompt you to log in when you click a new email yes there we go yes yesterday yesterday i was asked that if we can add the possibility to log in via Microsoft is that something that would be that you would also

be happy about because then you wouldn't necessarily need to remember your login prof, you would just need to have, you you can just log in with Microsoft, the same login you have there.

 

@1:36:16 - Hilde van Helsdingen (Assessio)

And it may be next time I also do on-pout May, it might keep you locked in.

 

@1:36:23 - Annick Delanghe (Assessio)

Yeah, exactly.

 

@1:36:24 - Jonathan Riis Gilmartin (sunrise.dk)

And then one thing, and you can close this now, close that window, one thing I will do in the top right corner.

you can see there's a little needle, a little pin. I will check that off like that, exactly. Because then when you open up a new email, it will then open up.

And then one very important thing is that on the right side, you can see now it's, I'm guessing, I'm guessing the top one is track and the bottom one is log.

It's just from remembering, yes, you can pick these up from time to time, in general, I would always recommend to log and track at least important email communications.

One very important thing to note, if you log the first part of the conversation, the full conversation will be automatically logged when the customer answers your email.

It's just something to be a, so you know that that is how this works. So if you start the conversation logging it, you cannot on just like one part of the conversation.

You cannot say that should not be logged. Everything in the conversation will be logged. So if you have something that is maybe you start your writing with the customer about something that's not necessarily need to be in HubSpot, maybe you start a new thread and don't log that thread.

It's just my recommendation. Yeah, I don't know how.

 

@1:37:51 - Annick Delanghe (Assessio)

recommendation would be to both follow log? Yes, yes.

 

@1:37:57 - Jonathan Riis Gilmartin (sunrise.dk)

And what you can do is, if you scroll down, and it would be good if the if the rest of the team also does this if you scroll down to instilling in and click Yes, and then in the top you can see instilling login in vulkan Yeah, which i'm sure i'm saying just how it's supposed to be said uh if you click that Yeah Oh, yeah, you can see now you have actually said email vulkan that's off I would just put it on because then you don't have to check off every time the checkbox Yeah, so if if you open a new so if you open the new email now it would then automatically say track and lock Yeah, yeah perfect Okay, so if I'll I'll just keep you as a as a as a test person here because I would actually like to assign you a little homework Not a lot just a little homework Um Because I would uh, I want to I want to make sure we also have the time to go through the the pipeline part

So if you go back to your Outlook, I just wanted to show you a few things that you have in the Outlook integration now that I like a lot.

If you on the right side, you need to scroll up a little bit and then you will have like a home in the top.

So you have a couple of tools at your disposal. Now, as I remember, this group is pretty tech savvy.

So I will ask you to try to create for yourself a template and a sequence as homework. I will send you a video on how to do it.

So it's not like you have to start from scratch. I will just explain what it is. You can also see some examples from the other countries.

you click in the owner at the top that's saying me, you can just click templates again. If you in the top you can see there's something called me, if you change that to any.

You can then see some of the things that the other teams are working on. Of course, in different languages, but also have a CSM template after first email, first meeting, sorry, that you can also look at if you go, if you click home in the left side and I think we can find that together.

Search for CSM. I think I've named it CSM. That one you can also do. But the whole thing with the template is basically, typically in your roles, your role, you have some templates.

Yeah, that's the one actually. You have some emails that you were pre writing, you have them in your word or you have them in a lot of places.

I, in general, I would recommend creating them as templates in hotspot because then you can. quickly you know find a template that works for you and you can put it into your email directly in Outlook.

Okay, yes.

 

@1:41:12 - Hilde van Helsdingen (Assessio)

Not the best example and if we've got an off-boarding template right for an email that we now have on SharePoint, let's say we don't use that that much but that's one that I now think of we've got that so that would be a template that we then have never used to never use.

 

@1:41:30 - Jonathan Riis Gilmartin (sunrise.dk)

No, no, but just having I would say what we see across our customers across is basically the template and the sequences is how much time it can save you and also knowing you have good templates for different scenarios is just nice because the mental brain power you would you have to use to create that off-boarding email every time I know you have it now so that's good but I think it's the same for a lot of other scenarios so what you

What you can start by doing is that one email you know you use a lot, create that as a template.

And then what you can then do is when you've created the template, you can then go on to create a sequence.

And a sequence is basically multiple actions tied together. So if the customer does not answer the first email, an automatic follow up email will be sent four days after, for example.

So instead of having to do manual follow up, the system can help you do the follow up. Let's say if you take an example, Carlos has a real build out example.

If you say owner in the top and choose Carlos, think you can probably can see you can just search I think for Carlos.

And then you take this it outreach, I think he has 17 actions. That's a little much, but you get the idea, I think.

So instead of having to do remember to follow up, oh, I need to remember to follow up, oh, and you can use, for example, for an upcoming renewal.

This is just what I thought of at least. You could say, okay, when a renewal is 90 days before renewal, I have this sequence, I can enroll the customer in the sequence, and that then has some emails, some call tasks for me.

If they don't answer the emails, you can see that's also what Carlos did. He has a few emails, a call task, an email, call task, and so on.

basically what he's using it for is getting in a dialogue with the customer. Do you have a question, Hilde?

Yeah, so now this is from an email.

 

@1:43:42 - Hilde van Helsdingen (Assessio)

So how, let's say, we've got company, well, Sunrise, and they are getting to the 90 days renewal.

 

@1:43:51 - Jonathan Riis Gilmartin (sunrise.dk)

How do I then set up the sequence?

 

@1:43:53 - Hilde van Helsdingen (Assessio)

Is that doing without any action, or do I need to make the first, let's say, move for this?

 

@1:44:00 - Jonathan Riis Gilmartin (sunrise.dk)

The tool itself is usually you would you would then put them in that sequence, but what you can do is if we create a good sequence together, we can create an automation that puts automatically the company in the sequence.

So you don't have to do anything, but it will send from you as the company owner. So it will look like you sat down and wrote that email and sent that to the customer.

And that's also the feeling you want to basically have the customer have, right? Because they will answer you more likely than receiving a marketing email saying, oh, this is just a marketing email from Bloom.

I don't need to answer that. But a personal email from Hilda, which this will feel like is way better.

And do so in Carlos example, like automatic email call verb that's a after point four.

 

@1:44:49 - Hilde van Helsdingen (Assessio)

They also maybe the first one after the first automatic email. They do reply. The rest of the sequence is then being paused.

Yes, it stops, actually. And if their reply is, I don't get you or help me out of something like not really a reply, then we can activate the sequence again or what?

Yeah, you can.

 

@1:45:13 - Jonathan Riis Gilmartin (sunrise.dk)

So if you have a contact that's that's the sequence that's been paused or they have been unenrolled from the sequence, you can activate the sequence directly on the customer card, but skip a step, you can start them in step four or step five or something like that.

I might be able to show you if you want to see. And last question before I know, can we also do lots of business days?

 

@1:45:41 - Hilde van Helsdingen (Assessio)

So this is very salesy. I like very short, but let's say every three months we want to be in contact or things like.

Is there is that is that what you recommend as well for lengthy processes?

 

@1:45:57 - Jonathan Riis Gilmartin (sunrise.dk)

I would say so. Yeah, so. why I like the sequence tool is because it has a lot of use cases, but the overall use case of it is you can automate one-to-one communication.

You can make it so it feels like it's you wrote the email. It's not something that's mass communication, but it is actually.

I think that's the thing why I really like it and we have the option to do it in workflows in HubSpot based on a trigger.

Every quarter, for example, we could send out a sequence to all customers, and then it will be sent out from the individual CS owner.

If Arno is the owner of 20 companies, the contacts from the 20 companies, or at least the contact that is set as the primary, will receive an email from Arno saying, hey, now it's time to talk about X1 SET or whatever that might be.

That is something we can do. Arno, you have a question? Yeah, I'm still trying to get to.

 

@1:47:00 - Arno van den Bosch (Assessio)

the sequences and templates, but I think I missed a step, so I'm looking to share my screen, please, please share your screen.

 

@1:47:10 - Jonathan Riis Gilmartin (sunrise.dk)

Let's see.

 

@1:47:12 - Arno van den Bosch (Assessio)

Right. So when I click on templates, it asks me to add an email address of a content person. Yeah, so it is just you need an email in the in the mail, so you need to choose someone to send.

 

@1:47:28 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, that's that's just how this works. Not as fine as good. You ask because otherwise it doesn't really tell you.

So okay.

 

@1:47:37 - Arno van den Bosch (Assessio)

And then you will have this as well.

 

@1:47:39 - Jonathan Riis Gilmartin (sunrise.dk)

So I so what I would suggest, what I would suggest is that you do, you can start by doing the template, of course.

But if you're free to also try with the sequence, it's pretty straightforward. I will send you two links after the session where you can go directly to templates and directly to sequences.

and then you can try to build it and then please send it to me. I would love to give a second opinion when you've done the template and Hilde, I'm guessing we can talk about how often would you like this to be sent to customers because that is something we can set up now if you want to have recurring emails or recurring sequences that is being sent out or anything that you would like to happen basically.

 

@1:48:25 - Hilde van Helsdingen (Assessio)

Well, I think from a sales perspective I can see it very clearly from a CS perspective I've seen a little bit of thinking will it come across to sales-y?

I can see it for example for a new customer let's say like if we sign a new customer they've been onboarded they've gone through our training and let's say three months in you do like the sequence of A which is checking in how you're getting on and then like a temperature check like that kind of

see that for existing customers where we have years and years of long-standing relationships I'm looking for the in Dutch, the general thing that we would use this for and maybe you've got more of a I can see for new customers a lot but I like it a lot but I'm just looking for like how would we an equal and out would you ever use this which is a no I'm always doing it manually because it's so I wouldn't say complex but like unique wasn't yeah I'm not I'm not for the daily day-to-day communication that's always very specific of course but there are some things like when you invite people for training or for webinar or those kind of things maybe not the sequence but I'm always checking oh I used to have an email on invite invitation of a training where is it I cannot find it so

 

@1:50:00 - Annick Delanghe (Assessio)

that would be very handy actually to have a template. Yeah.

 

@1:50:04 - Jurrian Zoeteweij (Assessio)

We are thinking about putting all the, or having all the smaller clients together in a portfolio handled by support or handled by Nora, that there is this old tech touch.

there's no personal onboarding involved.

 

@1:50:27 - Hilde van Helsdingen (Assessio)

So then it could be helpful.

 

@1:50:29 - Jurrian Zoeteweij (Assessio)

Like, okay, next stage, should do X, Y, Z, you should read this document, et cetera, et cetera, et cetera.

It could be very helpful for like tech touch onboarding.

 

@1:50:40 - Hilde van Helsdingen (Assessio)

No, absolutely, What's on? Yeah. I think for support, for support this would be great.

 

@1:50:49 - Annick Delanghe (Assessio)

Yeah.

 

@1:50:50 - Jonathan Riis Gilmartin (sunrise.dk)

We are also showing the support has also seen this as well. But of course, it's not necessary that we need to use it.

I just want to make sure that you see it as And you can have a think, and if there are some use cases where it makes sense, you know, it is a tool we have access to, so that's super.

 

@1:51:09 - Annick Delanghe (Assessio)

Yeah.

 

@1:51:11 - Jonathan Riis Gilmartin (sunrise.dk)

Any questions so far? Yeah, so time is flying by. can see. And this journey, is that in another training, the onboarding and all that.

 

@1:51:24 - Arno van den Bosch (Assessio)

Correct. Yeah.

 

@1:51:26 - Jonathan Riis Gilmartin (sunrise.dk)

Actually, I would also like to start going through that today, but see, of course, with seven minutes left. what I'll try to do is I can just give a brief overview and then we can have a full on in the follow up session that we will have and we will have a follow up session.

No later than next, no later than next week. I'm just waiting for Lydia to actually to have them booked as well.

And so I'll just share my screen again. thought actually I had the screen. So what I'll do is I

will show you, I'll just show you the overview and what I'll do afterwards is I'll share the playbook that has been created for the series journey and I will also share the playbook that's been created in Hoppot.

I will also share the playbook that you as a Sessio created before this project. I'm sure you have it, but then yeah just for you to know as well.

So I did not share my screen, share my screen now. And then what you could also do is try it out yourself if you know see for the specific customers now.

I'm not and I don't think we have any per se for the different pipelines. Oh, Germany. You don't need to see Germany.

We'll just see all. So I'm just seeing all. For now, what I will say and what will happen is when a customer is moved from the new sales or upgrade pipeline, you will automatically be created in the CS journey pipeline in the onboard stage.

I think we showed you this as well. What I can just do is I can use as an example, I can take an example and show you how it works.

If I move all the way through the pipeline, I might skip a few steps here, but I'm just going to fill this out briefly.

This is skipping a little part of the sales process. Not necessarily what we want to do, but as a super admin, I can do it.

you So this is filled out already, currency is okay. Now when you've done the sales dialogue, the sales part, a lot of this you will have input it already and some of it will also be inputted So you would not need to fill out all I'm sharing now.

This will be auto filled. This is something, so how it would look, how it will sit is that the deal will be moved to closed one, closed one handover and then the system will generate a deal that is associated to the closed one deal in the sales pipeline.

That will be associated here to the sales journey. Let's see how quick the automation goes. Usually, when I share my screen, goes a little longer.

There we are. Now, you can see that it's generated a test sunrise on board and expand. Let's go in here.

And now it's been assigned to Veronica, I think it's on the Swedish team, because Jasmine was the owner. And then we have a handoff note, which sits here.

But all of the information has also been copied. So you can see here, we have a handoff note also.

So with the owner, the start of the subscription, the pains that the customer has, the value drivers, it's filled out, and then some of these information, if they have been filled out, and then how long.

on the deal took 107 days, the value of this and the products. Now I skipped the product part. is not something our colleagues will be allowed to.

So they do need to fill out the products. Then a CSM owner and the sales owner is then also assigned here.

I can see something here that won't be visible for you, but anyhow, because I'm a super admin. And then you can see the sales insights.

So what did the sales discover in the process? is something that will be visible for you here as well.

Kilo, you have a question?

 

@1:56:37 - Hilde van Helsdingen (Assessio)

Yeah, I this is handing over from sales to CS. So these are the fields that I guess are for the whole group.

If there are fields that might be custom specific, i.e. we can do color changes or local changes or whatever, that assesio.

Is there a possibility to make that handle? uh slightly customized to yeah of course yeah we'd like to have your input on the hand over part I know every country has a specific document that is a handover document or I think at least most of the countries has some kind of handover document um if you can if you if you can share your handover document with me and and also what you would like to have added we can do that as part of the setups for the different countries as well yeah so so we have one that is actually it goes a little bit once the deal is won it goes the handover goes to CS but although I say the CS relevant knowledge then maybe an extension from that is the support our support colleagues need to do and what our product or tech colleagues need to do so there might be a uh a very long list which I'm like our tech colleagues I think I'm not in HubSpot but our support colleagues of course are

 

@1:58:02 - Jonathan Riis Gilmartin (sunrise.dk)

We wanted to be in one place.

 

@1:58:07 - Hilde van Helsdingen (Assessio)

I would say so as well.

 

@1:58:10 - Jonathan Riis Gilmartin (sunrise.dk)

And you can have missed anything because we used to have, I think, one was from sales to us.

 

@1:58:16 - Hilde van Helsdingen (Assessio)

That was sometimes used, sometimes halfly used, and then one we got for support, of course. And then we have something that goes to technique.

Am I missing something?

 

@1:58:33 - Annick Delanghe (Assessio)

No. And our technical colleagues are not in HubSpot.

 

@1:58:40 - Hilde van Helsdingen (Assessio)

Am I right, Currently not, but we can add them.

 

@1:58:45 - Jonathan Riis Gilmartin (sunrise.dk)

I'm guessing they would just need the notification that they need to do something, right?

 

@1:58:49 - Hilde van Helsdingen (Assessio)

Well, if the template can be in HubSpot and then be sent from HubSpot to our technical colleagues, then at least for, let's say this yet?

 

@1:59:00 - Jonathan Riis Gilmartin (sunrise.dk)

team we can all work in the same exactly so my thought we talked about this in there when we when we were in your offices as well and I will say what I would suggest doing is that we of course it would be good for me to just see what they need I'm guessing it's something like users they need to create and and and a lot of other things I'm sure what they need to configure in the setup but I'm guessing that can just be a notification with the data from HubSpot and then sending it to assigned users in the tech team in blue or in nl depending on which thing has been sold so I think just by sharing the document that you have now I think we would have a pretty good idea of what to put in but if you have other extra things please just send it send them as well and we can have that set up so it does all the steps I see only thinking so yeah if you're thinking about now what do you mean like the standard if we we sell a package and

 

@2:00:00 - Annick Delanghe (Assessio)

the standard handover from from sales to CSM but also technique is that what you mean like that they yeah so sorry gonna do it in that show we got the the papier van jaqueta die hard deal na ons to stuurt mm-hmm that's on you don't have spots yeah then we have that was like as we leak a mail over what the portal more I would think that's the technique yeah onboarding and then for Thomas let me say what Thomas would do yeah it's a hand that's like me on on so film for our information all my self the system to how yeah in as it is very standard is well but yeah if I my clients is by no means standard of course then then I set it by setting it in mine by setting it in a project management system and then they follow all the tickets that's okay yeah that's okay

 

@2:01:00 - Hilde van Helsdingen (Assessio)

Task is working, Jonathan. I made Annika Tasker. She's asking me to get her coffee. So I think the tasks are working.

 

@2:01:08 - Jonathan Riis Gilmartin (sunrise.dk)

Perfect.

 

@2:01:09 - Annick Delanghe (Assessio)

Yes. it did show me, it did show me that you have to, um, put your, not have to put the name of what you want to want me to do in the top one of the tasks.

Otherwise, I just see new tasks and then I have to click on the notes. Oh yeah.

 

@2:01:27 - Jonathan Riis Gilmartin (sunrise.dk)

Oh, I didn't do that.

 

@2:01:28 - Hilde van Helsdingen (Assessio)

But you actually said, get me coffee. So then you have to, then you have the, in your list, then you have the, the, also the, with milk, obviously you, you are getting good coffee.

 

@2:01:40 - Jonathan Riis Gilmartin (sunrise.dk)

Requirement.

 

@2:01:41 - Annick Delanghe (Assessio)

Yeah.

 

@2:01:42 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah.

 

@2:01:43 - Hilde van Helsdingen (Assessio)

But that's perfect.

 

@2:01:44 - Jonathan Riis Gilmartin (sunrise.dk)

Um, but if we could, if you can share that with me so I can make sure to have that added in the, in the process.

So when the handover is done, it will hopefully share, save you some time and sending everything to a lot of colleagues.

Um, I think that would be great. How many is out there on the tech team currently?

 

@2:02:00 - Hilde van Helsdingen (Assessio)

I guess it will just be like if we have a template where we said oh for tech like now Anik said just that they put it in red mine which is their system so maybe it requires some further thinking on our end and like what's what's the best process and maybe the team has an idea or wish there as well I guess where I'm hoping we get to is a sort of one source of truth kind of thing so we now like someone email and and the SharePoint and the system here system there and you have to look and remember now where did I put it so if hops what can become the source of truth even though from there you might send a general inbox from tech saying this is your the same task or your list that we ask you to do at least we can go back to the source of truth kind of thing or if Anik is on well when I pick up from her for example

and then I know it's there. Yeah, I think that is what we want to write.

 

@2:03:06 - Jonathan Riis Gilmartin (sunrise.dk)

basically, we also have the possibility to add on the deal level. If that's the first version that makes sense, we can, same thing as we have the AI model, here as an attachment, you can upload.

We couldn't also have the onboarding document as something you can upload. So it's always sits on the actual deal.

So we know it's there. So as you mentioned, everyone can pick up from each other if that is needed.

Yeah, hope that makes sense. But if you can have a think about it, we don't need to do it, we don't need to rush it, but it would be good.

If we could save you some time, I'm pretty sure we can by adding some steps, automatic steps to the process that can then send it to different colleagues and also make sure to have it that it is in HubSpot.

we gather the information, but also send it send the tasks to the different colleagues and support and take and so on.

Cool. I'm running over time. What I would like you to do is in the follow up training, we will go even more into detail with the CS journey.

I will also show you parts of the CS journey now. I will also show you the part of creating a an upgrade, but I will also show you how to work with one flow directly in HubSpot.

I have a recording of that already, so I will share a recording with you after the session. If you need to do, if you have a use case where you actually need to do an upgrade, then you can do it.

Or you can also, if you are in doubt, you can reach out to me and we can just have a five or 10 minute call about the use case that you have.

Does that sound okay? Perfect.

 

@2:04:55 - Arno van den Bosch (Assessio)

Cool.

 

@2:04:57 - Jonathan Riis Gilmartin (sunrise.dk)

I'm going to let you go then if you don't have any questions. but I will say thank you for the training and I hope again we used a little time on making sure that everything looks good and is set up in the right way but I think it just it's good to actually have done it so we make sure that it's connected in the right way and so on because otherwise it'll just not be fixed for long into the setup and we don't want that.

Perfect. Thank you for your time today. Thank you, you.

 

@2:05:30 - Annick Delanghe (Assessio)

Bye.