HubSpot Weekly CS Training - 7 May 2025
HubSpot Weekly CS Training - May 07
VIEW RECORDING - 46 mins (No highlights)
@0:00 - Jonathan Riis Gilmartin (sunrise.dk)
Years after Corona, you know, entering a meeting, you would still look if you were muted, but no, I still do the same for some reason.
Just letting people join. It's a big meeting, so it's always good to be a little patient here in the start.
Thank Thank I think we can slowly start and then see if more people will join ad hoc. think that's a fine thing to assume.
All righty. Hello everyone and welcome to another session or another. We got some other people joining. Welcome to another session for the focus on the CSM part.
of Huffspot, which has also gotten some pretty big upgrades since the last time that we had the chance to do the training.
So I will see how much I can get through today. Hopefully I can get through both the process for getting deals through for existing customers.
So if you have something that you need to do an upgrade or a downgrade or just a Just one non-recurring sale, like a certification or training or something like that, that how you can do that in HubSpot now.
And then if we have time, then I will also dive into the onboarding and renewal process that we have built together with the head of CSM across the group.
But otherwise there will be a dedicated training focused on that. I know that, and you are also in the meeting, good to see you, that the head of CSM still have some things that they are tinkering on, but the overall flow and process is in place and is live.
So that we can also show today. And then I'm sure you have questions, so we should also have time for taking questions throughout the flow in HubSpot.
I will just... Go ahead and start. And if you do have anything that you would like me to cover, you can also just put it in the chat as a question, because then I will also just get to it when we get to the question time.
But we can also just take them when you have them throughout the session. So I will just share my screen.
Finding the share button. There we go. I will just share my Zoom a little bit. So right now I am in the customer success workspace.
It has moved a little bit. So if you aren't out where to find it, it's because HubSpot updated their navigation for all customers, which is always great when you just learn something.
And I can tell you for me, it was also a learning experience. customer service. you you are talk I'm going then up Thank
Used to the same menu for the last five years, I couldn't find anything for the first couple of days, but it sits under here, on the, I think it's a bill, right, if we're talking about symbols, and then you have customer success, I will suggest that you add it as a bookmark, because if you do it like this, and you click it, then you can go up here, and then you will have it as a bookmark here.
It's just a small hack, so you don't have to find the right button all the time, you can just have it on the bookmarks always, I would highly recommend doing that.
Now, I have a lot of bookmarks, so I can just remove a couple of them, and then you could essentially only have one or two bookmarks, so I would highly suggest doing that, actually.
Let me know if you need me to keep my mouse over here, or is it okay? So there will be a lot more things coming in the customer success space over the next period of time, but what I'll show you today is I won't go into the customer's part because the customer's part is an overview of or should be an overview of your customers.
You can just have a look at this at your own time. So you can look through, of course, and make sure that you feel the list is sufficient of your customers.
We've got this through with the head of CSM as well, and they should be configured so that you could see your customers and some important information about the customers.
What I'll focus on today is the service and revenue tab, because the whole idea with the customer success workspace, and especially when we also implement the health score, is that this will be the main place to go as a CSM in.
So, we have services here, and we have revenue. I'll start by focusing on the revenue tab, because the revenue tab is basically the existing customer pipeline, which before was called CS Journey.
So just for everyone to know, we have taken the CS Journey and we have divided it a little bit, because it was basically three processes in one pipeline.
And it was getting a little clunky in the way that it worked. So instead, we have decided overall to say the existing customer pipeline is focusing on revenue for existing customers.
This can be upgrades, downgrades, just a one-off. I'm selling you one training for an existing customer. It goes in here.
Yeah, upgrades, downgrades, or slash contraction. you. Whatever you the term you are used to will be managed from this overview and this is also because here we have revenue tied to it so the the onboarding renewal sits under service and I'll get back to that later today so I will show you the onboarding pipeline as well onboarding process it's not a pipeline it's a process and how that works but hopefully you should feel that it's more simple because again instead of having to cover three processes in one view and pipeline we have yeah divided it a lot actually so if we have talking about having one customer an existing customer that is either doing an upgrade or downgrade or just you are just just need to sell them a single non-recurring item as a certification
What you can do directly from this view is you can say create deal, you can also do it from the customer, but I'll just do it here for you to see, so you can create a deal, for now I'll just call it test, I choose the existing customer pipeline, and then the first stage will be identified opportunity, and basically because the identified identified opportunity here is of course either a non-recurring one-off or a potential upgrade in this scenario, so this is the first stage in the pipeline, then you can input if you have already know the MRR, the manual MRR or the non-recurring that you will be selling them, you can input it now, it's not a requirement, it's just if
You already know what the potential is, you can put it in and you will also be asked for a forecast category.
So if it's something where you already know that the customer has already said that they want a certain add-on, for example, then you can already put it in best case, for example.
And then we have some of the properties that you are used to, pains and explanation, which is just, again, it's not mandatory.
It's just, if you want to put it in on the customer, what are the pains that they were having that led them to actually buy this product, you can then put that in here.
For now, I'll just put in these two and then the other ones, I don't have anything. Then we have the deotype and this is basically where we say upgrade or downgrade in this scenario.
For this scenario, I could just do a upgrade and because I choose upgrade, I will also be asked the platform if the customer or.
It has a platform available, that will then be the standard here, if they don't have any platform, then you can just pick the platform that you want to sell to them, basically.
So for here, I'll choose the Assessio platform, and then it will ask me the modules, I'll just pick recruitment.
View Loaner, Close Date, this is the same as before, and then Currency, I will choose Damien Spur. And this, I didn't have anything for this, and then of course we have the contact that we want to add.
We can add ourselves. Don't need to add a label. And then we can find a customer. Again, typically you might add this directly from the customer view, because then you don't have to associate this with anything.
And then we've created our first, or not our first, but then we've created a opportunity. For a potential upgrade, it would be the same if it was a downgrade.
The only difference would be that you would put it as a downgrade. So this is the deal type that we have here.
That is basically the important part in this scenario. If you choose a downgrade, you won't be asked for the platform or the module of the platform.
But if you choose an upgrade, we will ask which platform are they looking to upgrade into? So I'll keep it as upgrade for now.
And then of course, you would probably want to do an offer for the customer. And for this, we use Velox.
And you find it the same place as it has previously been here on the right side on the deal.
And you can then say a create new configuration. for having it. Thank you. And then it pulls in the information about the customer, so the contact is coming from here, and this information is coming from the company, so this is the information that we have on the company right now, we have put in for VLOGs to change, so this will also be the billing information, so they will make it so that what we have here is also where they will be, built, if you send them an invoice, because then you can just change it here, and it's a lot quicker to do that, and then you can just see the same information as you were used to, the only difference that will come, hopefully it will go live next week already, but when you choose upgrade as a deal type or downgrade, in this section down here, you can Right.
Right. Anything right now, we will then give you the option to choose directly from the subscription that you want to change or add to.
So let's say you're doing a upgrade on an existing customer and you're adding a add-on product. Then you will be able to choose from a menu down here which subscription, if the customer has more than one subscription, of course, you will be able to choose the subscription you would like to make changes to.
Does that make sense? I think it is yes. So, but, and then when you pick. sorry.
@14:45 - Jurrian Zoeteweij (Assessio)
Yeah. I don't think, no, it doesn't make sense. You see, so I saw a lot of confused faces. Fair, fair enough.
@14:54 - Jonathan Riis Gilmartin (sunrise.dk)
So, so, so to change, to make a change to the subscription that we. Want to make the change true, VLOGS needs to have the information from Zora and that because Zora is now, as I understand it, least all the active customers and subscriptions are now in Zora, we now have the option to sync that into VLOGS.
So let's say you have one customer that has a Assessio platform subscription and you would like to add a add-on package to that subscription.
If this was for Sniwakten, which is the case we have here, in this section down here, somewhere in this area, you would then see that subscription that the customer has now and you could say I would like to make an amendment to that subscription.
You don't have to, you just have the option. Because when you then click the subscription here and go to.
Next page, this will be pre-filled with that subscription that you chose. you will then see, let me just pick something here, you will then see the base package, for example, if the customer has a base package already, this will then be pre-filled and you can then say, I would now like to add an extra subscription, let's say an add-on or two add-ons to that customer.
And it goes the same for downgrades, or if it's a contraction slash downgrade, you would see the subscription here, and you can then make the change to that subscription.
And when you then move it, or you can make the change here, of course, so if it's a price that you're changing, if it's a discount you are removing or adding, if it's whatever the case might be, or you're giving them a product for a...
... Short amount of time you can do that here and when we then click create quote and say create and send to HubSpot when the customer then signs for the the new products this will update so or with the added products or the changed price or whatever change that you did this will now be the new subscription that the customer will have from the date that you put in did that make sense you're in yes it did perfect perfect and now i can just refresh so you can see here we have three fine items now added from VLOX and if what the cost
Already has was the standard, what will be added to Sora as soon as I move this to one is basically the two add-on products.
They will be created. As well. Great question. Yes.
@18:17 - Jurrian Zoeteweij (Assessio)
You now create this whole VLOX. Well, process or you add everything in already in the identified opportunity. Would you, is there because you, I know you're showing it, so that's good, but I would not advise people to start, you know, creating some VLOX things in this stage because that's way too early.
You're just having identified something and then you're going to talk about it and then go a lot of back and forth and then, yes, we have a go and then you're going to create.
Do you agree? Yeah, I completely agree. So thank you for pointing about your, of course, I'm a little early.
@19:00 - Jonathan Riis Gilmartin (sunrise.dk)
To the ball, but it's simply because I wanted to show the VELOX part because I know we have had a lot of questions and there has also been some things that hadn't been working optimally in VELOX.
So I also just wanted to use a little time on that, but I completely agree. It's a very early to create the offer in identified opportunity.
Ideally, you would have a dialogue, a meeting about the possible add-on or so, and then you would move it to proposal pilot.
@19:30 - Jurrian Zoeteweij (Assessio)
And you could do the offer here, right?
@19:33 - Jonathan Riis Gilmartin (sunrise.dk)
Exactly. Yeah. When you are then ready for the customer to actually also sign it, you can also do the same thing where you create the contract in one flow that pulls in the information from VELOX.
So you say create contract. I don't have the same availabilities as you have, so I can just use my play.
So I know you have different templates in the different countries, so I'll just use this one. And then you can see here is the price appendix that VLOX creates that you can just choose to upload to the contract like this, and you can say create.
Doesn't look much, but it changes when you go like this. Then I can send this to the customer, of course, and when the customer signs, HubSpot will automatically move it to the sign phase here.
You don't have to do this yourself. When the contract or the OneFlow document is signed by the customer, it will be moved.
And then, of course, you just have to look at it and see it looks as you want it to look.
If you need to change anything, of course, you can do that, and then you can move it to one.
Thank you. And you can see the VAT number was pulled from the customer. It already had a VAT number.
You don't have to fill that out again. That would, of course, be annoying. And I can then say, and also, of course, the MR has been filled out from VLOX.
And then I can say that it's ready to invoice. So I'll say yes. And then some other information is needed, but please note that I don't need to add any information.
The information that was in VLOX is also added here. But of course, if I have a reference number or a invoice note that I would like to show on the invoice, then I can input this, but it is not a requirement.
And then you just say save. And then unless you get a error message from Sora, then your subscription or your changes will have been made.
Thank you. you very much. You In Sora and the customers billing and billing information and so on will be updated with the new subscription or the removed subscription, depending on what you did.
All of this I'm showing right now. We also have videos of me doing the same thing in the training page.
Any questions for that? Not for that particular, but a few others.
@22:33 - Magnus Gustafson
I don't know if they belong in this meeting. Let's give it a shot, Magnus.
@22:40 - Jonathan Riis Gilmartin (sunrise.dk)
Sure.
@22:41 - Magnus Gustafson
I have a few questions, so I'm not going to expect a head-on answer, but if there aren't any, would appreciate to push in the feedback this way.
My first one is connected to downgrading without any products involved, which can be Meredith? Yeah. Kind of a short period of time where, you know, companies really struggling, and I've had this experience where they, you know, we need to cut you guys out, and you strike a deal with them to cut down on the price for six months or something, and they return to us, given the MRR model is a much better case than losing the client.
So just a way of handling that is one thing that I wonder, like, practically how to really do, because I cannot, it's the same products, it's just large discounts, right?
If I need to, what do I need to do, basically, what is the process? That's, that's number one, so I'm not expecting to get the answers right away.
Number two, pilots, which do not go for three, six, or 12 months. I had a pilot for three months that now wanted to continue to get to know us better, where Anders Hector Linde is supporting me and the client, and we agreed on that we could actually get some, we could scale it for, from 10,000 seka month to 13,000 seka month for five months.
Now, when Malin helped me, we had to take the option of six months because that's what we have, and that's actually giving us a full summer R or a full kind of total account kind of value, given that they are paying 13,000 Seek a month, but they're not doing it for six months because that would give a wrong kind of total aggregated value.
If I spread it over, obviously six months, the RR will be lower, and so it would be wrong in all the KPI.
So that's the flexibility. I think it belongs to the same sort of question that not starting date would be the first of every month, right?
The same kind of question. So that's one to have a flexible kind of a period start and stop dates.
So excellent question. Yeah, so that's one. And also in line with that, we had pilots with a fixed MRO.
But not aligned with packaging, because one of the things that could be good in piloting things is, you know, we support them, we kind of walk and hold their hands through a pilot, but we give them everything, even though they're a small client, right?
So we give them things that they couldn't really have, and we work together with a customer success manager to prove the value of certain things, so that we can then sell that.
But then the MRR could be too low for any package in a small client that can't have this or can't have that, so it kind of resonates back to flexibility in the setups as well.
So that's the thing, and the last thing that I have a concrete problem with two weeks ago was actually in line with a pilot where discounts reach certain approval levels, and those approval kind of emails didn't get through, so we, and given the need of the client, we had to create a manual.
Build OneFlow contract and then, you know, kind of aligned with finance to see through that the client wasn't, you know, suffering from that we couldn't do this.
So that's the last one I have. So these are four. I know I'm just giving them size or whatever you want, but they're very relevant to everyday use and they're kind of, you know, the exceptions that prove the rules and the way that this is where it happens for us on the everyday basis.
So I'm sorry if I'm, you know, no, no, no.
@26:30 - Jonathan Riis Gilmartin (sunrise.dk)
know it's very good questions. And I think especially from number two and onwards, I have some things that I would really like to show because they can, you can use that now and that will give you what you want actually.
But, but the first question that you have regarding the, you're basically pausing the subscription. Could, would that be fair to say?
Or lowering the amount of MRR for the same solution. Just adjusting the money. Yeah. Okay. Just in the money.
So yeah. So that one I can answer now because I will have. We'll make sure to have that process in line with finance.
So I'll get back to you after I've just talked with Hannah and Christopher. The last three questions I can address now.
So what you're basically saying is that you need the flexibility to say the first three months is X price and then for five months you have another price and then we go to the normal subscription.
There's a devil in the details here that the first contract is three months and then it ends.
@27:30 - Magnus Gustafson
it's kind of a shurn and then a win back technically. So it's not a ramp up because they're not committing to that period in conjunction with the second period.
So I think that could be information that could be a value to you in this case.
@27:45 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, okay. That's actually very valuable. But essentially, wouldn't it then be two offers? You do one offer for the pilot and then you do a new offer for the next period of time?
and it's two different occasions, right? The first occasion was to, we've been working for with, you know, a lot of people.
@28:00 - Magnus Gustafson
We've been helping out with this one to just get them to try with us for three months, and then we onboard them, we actually onboard them with the full onboarding, we support them with expert services, and now we're in a very interesting position with them where they want to continue, and I say, but our contract stops, so then is that, because it's only a three month, right, so we need some more time to, so we thought that it would be good by end of September because we, otherwise it'll be too short after the summer and so on.
like the real life kind of stuff, right, but there's a gap that the contract is actually expired, it's actually expired first, which means that I technically should have to shut them down from a GDPR perspective, which is not preferable, but you know, and then it took us some days to agree on this, and the agreement with the client was not difficult, the difficulty was I could not kind of, you know, get the new contract as an, it's not an upgrade, it's not a downgrade, it's just a continuous pilot with a same content.
But I'm charging a bit more for it, which aligns with that flexibility questions of just, I'm moving towards the full price here, right?
A step by step as I'm proving value at the same time. And I enjoy this kind of process with clients because I think it works quite well with clients to do so, where they just pay for what they're needing right now and then scaling up gradually with us rather than buying the whole shang up front, right?
So I think it's a strong business case to work this out. Yeah, I agree.
@29:33 - Jonathan Riis Gilmartin (sunrise.dk)
Can I show you how we initially thought, how we've thought of you could do something like that? And then you can tell me if you think it makes sense or if you would do it another way.
Because you have the contract length here, right? You said the first was three months. So you did a three-month period.
And that was before HubSpot, so it was… Oh, okay, fine. And then for the renewal term, what you could do is you could say the renewal term is 12 months.
So you'd like to… Three months, then you, the next, like the next period is a normal contract, that's a one year or two year contract or whatever that might be.
You can also just do it, keep it as a three months, because then the customer doesn't feel that they are committing to more than they need to commit to, right?
And we say, okay, notice period is nothing, really. It's expiring.
@30:26 - Magnus Gustafson
There is no automatic renewal at all. Yeah, exactly. You just set it to a one and billing frequency, yeah, it's monthly, it's fine.
@30:33 - Jonathan Riis Gilmartin (sunrise.dk)
But of course, the contract, like the start date of the contract can be a different date now. Yeah, I noticed that.
You have that option. And then what I would use is, I'm just going to add a few things here.
What I would do is, I would use the RAMBOB. I know you said it wasn't a RAMBOB, but maybe I can show you how it actually looks.
Maybe that would be useful still, because when you activate a RAMBOB, you will be... Just how many periods you want to have.
And you can see the dates down here. Let's just say three. think three is easiest here, right? Well, actually, it's two as I see it, but maybe I'm wrong, but sorry, what is that number?
What is that number for the two? What does that represent that? That represents how many different periods you want to have down here.
Okay, so let's say let's keep it for three now. So here we can call this the pilot. That's period number one.
Yeah, exactly. That's period number one. And that starts today. Let's just say today. And then we say that ends, that needed to be three months, right?
So let's say that is ending on the 7th of July. that kind of fits for three months, right? So you can see the first period is now three months.
We call this the pilot. And then the next period we can call that, I don't know, what would you call that then?
that the normal now or is it? It's expanded pilot. I have no proper word for it, but you know.
That's fine. We work with the expanded pilot. And how this works is actually you don't have to set the end date over here.
You just set the start date of the new period and then it will auto-calculate. So you don't have to.
So let's just say that the expanded or the next period after the expanded pilot, that starts next year. It's just okay.
Ah, well, I don't have enough months. Let's just see here. If I can do this. Oh, yeah. Okay. That's fair enough.
I needed to be the seventh. Just to do this whole number in this case was five months. So, you know.
Yeah, yeah, yeah. It's not the correct start date, but it doesn't matter. I can see the month there now.
First period is three months. The second is four months. Yeah. And now it's minus, but I think the total subscription was only.
So that's what it is. And then we can say normal subscription. see. you. Yeah, and then it should be 12 months on that one, right?
Yeah, exactly. Yeah, exactly. That would actually be the case, yeah. And then you can say save. And now you have, you can see here, you have the option to say, are these products included in the pilot, expanded pilot, and the normal subscription.
So you could, for example, say it's included in the pilot and the expanded pilot, it's not included in the subscription.
Because you need to choose it when we get there. Yeah. Like if you want to say, I'm giving you this now for free, but it is not covered in the normal subscription when you get there, it's not free.
It has a cost. Yeah, because that's the real negotiation, right? That's when the real negotiation takes place. What are you actually going to buy now, right?
@33:48 - Magnus Gustafson
And now, depending on how you've driven the process, you skip extremes and you skip learning agility initially because you weren't willing to pay for it or whatever.
Thank So you opt out those products then? Yes, exactly.
@34:03 - Jonathan Riis Gilmartin (sunrise.dk)
Then you can do it for all of them or maybe just, yeah, maybe we keep the base product, right?
But so the standard needed to be part of it actually here, but you could say that the other products, I removed them from the setup like this.
No, this is a non-recurring, so that must be the case, so I can't. And then, so now we have this and we've added them to the different periods and then you can also have a price for the different periods.
you can say like in the pilot, this is the price and then in the expanded pilot, this is the price and then in the normal subscription, this is the price.
And then like the customer can then see, for now I'll just add discounts, this is the approval flow that we talked about.
You can see I can also add a different discount in each step, or sorry, in each pilot, you can have one discount, in the expanded pilot, you can have another discount, and then you can have zero in the normal subscription, for example.
@35:20 - Magnus Gustafson
I probably need a go-back tutorial on this, when I'm actually trying to do it myself. Yeah, this is being recorded, so this is being recorded, yeah.
@35:31 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, I'm recording the call, and what I'll also do is I'll just do a specific one on the CSM training page that's called pilots and ramp-ups, and how to use it for different scenarios, because it's called ramp-ups, but I think you need to think of it as something where you have flexibility and dates and pricing.
@35:48 - Magnus Gustafson
We do ramp-ups as well, mean, I've done ramp-ups where, for example, when I sign the contract and say you will get to try Learning Agility for six months for free, and then...
@36:00 - Jurrian Zoeteweij (Assessio)
After six months, we will start charging you for it.
@36:03 - Magnus Gustafson
So that's a typical ramp up where we don't need an interaction. The only thing that can happen, I give them the option to cancel that before that time period has started.
I need to give them that and I need to, because the goal then, of course, is to sign a contract and then get to work with learning ability if that's it, so that they will not cancel that and then I get the automatic upgrade.
I've worked like that in up sales before and that's really neat because you know you will have upgrades coming kind of automatically to you if you've done certain things right.
So that's neat and all. My question is around this picture right here, so if we can stop here.
@36:41 - Jonathan Riis Gilmartin (sunrise.dk)
Does this imply that I have to do this at one occasion?
@36:44 - Magnus Gustafson
Because when I've done the first pilot, I wasn't aware of this scale-up, how it's going to be. So it's a brand new, every interaction where I have to start, or can I go back and use this quote if this is a quote?
And add it later on after those three months has expired because I'm not, you know, we negotiated after the three months expired.
So in real life, you know, I'll get in touch with him and say, OK, you guys want to carry on and do this, this and that.
But your contract is expired and you know we're approaching, this is the total amount that you should end up in and you're not really comfortable.
So let's meet halfway, right? So we had a new negotiation and then had to generate a new contract. But obviously my issue here was that I didn't do it from HubSpot originally, so I had no kind of track record, but I couldn't have produced him with this initially because we took it bite size all the way, right?
So can I go back and use it if this has been used already and then add on to it?
You can. You can see now I just saved it.
@37:47 - Jonathan Riis Gilmartin (sunrise.dk)
I have two now, but so I have, I think it's this, yeah, this is actually the one, the one at the top.
So you can see here you have the option to say configure so you can just go back and say, now I want to have a look at this again and.
Some changes, and you then, you can see it remembers what I put in, and I can see here, this is still the packages, that's fine, and then I get to the pricing again, I didn't change anything, it's just what I did earlier.
So you can do that, and you do have the option.
@38:15 - Magnus Gustafson
because that's what I think it needs to be, I mean, more than less likely it would be like that, especially this is now probably a case that you would most often get from new sales otherwise, I suppose.
Well, it's a good case, I think it's a very good case, especially with the pilots and those parts. Yeah, because it's typically how we, I mean, it could be a client that has been, you know, buying ad hoc from us, you know, so they're actually a client, so they end up in the CES team anyway, because they're existing clients, and we start by wanting to turn them into real clients, right, you know, a subscription and getting the most out of it.
So you start someone who's actually paying something, but it's kind of hazardous what they're doing with us, and then you need to take it step by step.
And the first step is to give some kind of value within the first three months and then stop and have new negotiations, right?
Exactly. So we need to be able to, I mean, I couldn't navigate what you just did, of course, after this session, but, you know, I'll have to do case by case and see when is the next time it happens and kind of think it through by then.
But it's just nice to know that these things are becoming a bit more flexible and also available. Cheers.
@39:30 - Jonathan Riis Gilmartin (sunrise.dk)
Of course, that's the idea of the tool. So I'm glad that you like it. You can see here also on the quote, it says, you can see now that recruitment standard has this start date and then it has a month one to three.
This is the price. And then you can see the same thing for this is now screening. It has this start date.
And then this is just this price because there was no pilot on that scenario. So you can do that.
So you can see Yes, but again, there will be, again, this is recorded, but I will also put this in the training page.
So when you have a pilot, when you have scenarios like this, you will have the option to look at it again and see how it works.
I will also recommend you just to click this ramp up, just click around and then try to use it because then it's easier getting comfortable with, I would say.
I feel you have, you had one last question and I also see you, Hilde, and I'll get to you as well, but you had one last question you had, I feel I have not addressed, but I'm, what was that question?
@40:37 - Magnus Gustafson
Oh yeah, that was just a mishap with when certain discounts level are reached, there's an automatic trigger for first and second line management and it didn't go the right way.
So it couldn't be sent out and therefore we had to, this is actually this pilot, so I had to do a manual contract just to be able to keep them.
@41:00 - Jonathan Riis Gilmartin (sunrise.dk)
The pilot open for them, right?
@41:02 - Magnus Gustafson
Yeah, exactly. So there was something that went wrong.
@41:06 - Jonathan Riis Gilmartin (sunrise.dk)
I know that they have been working on that and that it has been changed, but I will also just double check after this call to make sure that it is in place.
I know they're working on removing a little bit of the approval needed, like the levels of discount for approval.
I know that's a talk in the group about that. So that will be addressed as well by Myoline or me.
Yeah, thank you. Of course, thank you for your good questions. Hilde, you have a question.
@41:35 - Hilde van Helsdingen (Assessio)
Hi, yes, I have a question about the start date is in V-logs, but the term is not. Is that intentional that we don't have an end date clear in there?
And in an old template that we had in OneFlow in the Netherlands for Bloom, we had it as a duration.
of the term, it was specifically mentioned, i.e. notice period, duration, and start date, all like basically those three elements.
I'm not sure if it's uh it's in there but not visible to a customer um is it in there because it's somewhere else or I'm not looking right but the contract length I fill it in in HubSpot and I fill it in here so it's in here but it's not on the quotes so should it then be in one flow so i think um overall uh what we've tried to do is say just have the contract start date and then the length um i don't think necessarily it's intentional that we're not showing it uh but it's just something that we thought it would not make sense to to to have if it's something that you want to have i think it's certainly something that can be done uh it's visible in HubSpot also uh you can see it here it's auto populated from velox if you don't know i've got
Here, Jonathan, sorry to cross you, but it's more of a, before Assessio Bloom was Bloom, ALO had a tendency to have, like, contracts without an end date, and then you get, at renewal time, you sometimes get to a, well, what time was our contract till?
And then I was like, well, my internal system says X, but it's never communicated then to the customer that we are having this contract for 12 months and our notice period is either two or three months.
So, I'm more thinking maybe if the other countries don't mind, then I think for Bloom customers, actually, it is helpful to have an end date because it helps us also to be clear to the customer when, and also notice periods were notoriously poorly managed by ALO, i.e.
it was never really very clearly made a statement about that, so it's also protecting ourselves a little bit. Yeah, but I don't know this is only a Bloom problem.
Or if Assessio itself would find this also useful. It's more of an observation, so it doesn't need to be in VLOX for me, but I'm thinking, should we tell a customer what they're submitting to?
Yeah, I'll take it up with the project group as well. It might make a lot of sense.
@44:22 - Jonathan Riis Gilmartin (sunrise.dk)
I know the templates that has been done is something where we can definitely add to those. So having a start and an end date, and then we fill out notice period, so we might as well show it to the customer.
I think that it makes sense to actually do. Thanks. Of course. So I'm one minute over time, so I won't.
So what I won't do is I will not go into the onboarding and the renewal process, but we are updating the training page with Beth.
Beth? And also, we did a few slides just so you could see the process in slides. I will also send them to you after UN and Veronica has done a final review on it so that you can see for onboarding a new customer, how is that process and for renewals and so on, how is that handled?
But otherwise, if you don't have any questions, I will let you go now. I think we have 45 minutes, right?
Yeah, it is. Cool. The whole session has been recorded, so I will also add that recording to the training page.
@45:43 - Anders Hector Linde
Perfect. Thank you for today.
@45:46 - Jonathan Riis Gilmartin (sunrise.dk)
Thank you. nice evening. Thanks. Thank you. Bye-bye. Bye. Bye-bye.-bye.-bye.-bye.