Training nr 2 - CS journey HubSpot - 14 March 2025

Training nr 2 - CS journey HUBSPOT - March 14

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@0:09 - Jonathan Riis Gilmartin (sunrise.dk)

God morgen. Det var så fint kontor, Jonathan. Ja, vi er også bare glad for at jeg har lige fått en klasse i baggrunden her igår.

Å ja, den er mye. Den er veldig fint.

 

@0:29 - Mia Lundgreen (Assessio Norge AS)

Ja, den er veldig stor.

 

@0:35 - Jonathan Riis Gilmartin (sunrise.dk)

Jeg er så glad i sånne fjolinfikken, tror jeg.

 

@0:39 - Mia Lundgreen (Assessio Norge AS)

Ja, det er måske ikke helt siden.

 

@0:41 - Jonathan Riis Gilmartin (sunrise.dk)

Jeg vet faktisk hva jeg kan se om det står hva det er. Jeg er ikke helt sikker, men det var to ganger.

Fikken flere.

 

@0:49 - Sarah Galler (Assessio Norge AS)

Jeg har også hatt merket i kontoret flere ganger. Det er en gammel...

 

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

Bræk, stilling, har stadig sådan nogle gamle bjælker og sådan noget. Vi er ikke helt sikker på. var det vinduer og betong og norsk.

 

@1:19 - Mia Lundgreen (Assessio Norge AS)

Jeg ved ikke, hvad for en type fabrik der, har været her til gengæld.

 

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

Folk siger lidt forskelligt. Det er lidt vandre historie. God morgon. Jeg betyder, det er okay, hvis jeg skriver til engelsk.

Perfekt. God morgon. Jeg er sikker på, at alle har flere ting til gøre i dag. Så jeg vil skrive til parten træning, som vi ikke gav.

Og hvor vi endet af. Og jeg vil gøre på det. you used the two hours but I also want to have time for your questions and I'm sure you have some questions that make sense to also do.

So we will see how long the first part takes and then we can do all the questions that you might have as well when we went through that part because what we did not do last time is we did not move through the CS journey pipeline.

We went the whole new sales process but we are missing the CS journey and what happens in that pipeline as well so I will walk that through today and then again sure you will have a lot of questions that will make sense to to go through also.

Does that sound like a okay plan to everyone? Perfect. I will just share my screen if I can find the button.

Yes. And you will also receive some dashboards. I'm also talking with Penelope later today, but you will also receive some dashboards where you can actually see some numbers and some of the things that you're doing in HouseBot that is more visual than just looking at one deal at the time or one customer at the time.

So that is something that will be more visible for you in these dashboards that we have. HOS means head of sales.

It's just the terms in here. So if we go into the CRM and we look at deals, last time, what we did is we went through the new logo pipeline and we talked through the different steps of that.

Just look at NO only and we look through that. Some quick changes that has happened since last time is now you will see some text on the.

For example, if depending on the platform, example, that you can then see, we will also add ascent attack. I have not done that yet, but there will also be a tag.

So you can see the different platforms and get a quick overview of which deal has which platform on it in the pipeline.

Yes, so we moved or we have some deals that are already moved to close one. So I'll actually just take one of these as an example and maybe let's see if they make sense to do.

you can see here that the oyster new move this to close one, which is perfect. And then we can see that in the CS journey pipeline, there was created a deal onboarding.

Now, I don't know if this particular sale needs onboarding. Would all of your sale, every time you saw something, would there be some kind of like now you have to take it through the CS steps?

Or is there some sometimes where that's not the case?

 

@5:00 - Mia Lundgreen (Assessio Norge AS)

It's just the course, which primarily It's not always need for for service afterwards.

 

@5:13 - Jonathan Riis Gilmartin (sunrise.dk)

No, no, so and so when you sell them a course, it's actually just the course, you know, so you don't have to don't have to go through the whole all the steps.

So maybe we need to make just a small change for that. So we say, okay, then we don't create something in onboarding.

Or would you still like to have it so you can just make sure that it's finished and when it's done, it's up to you basically.

 

@5:37 - Sarah Galler (Assessio Norge AS)

Yes, because this is just a training and there's no need for a total onboarding process for these kinds of deals.

When it's subscription. Yeah, on the when it's subscription. Yeah, I think the easiest way to go about it would be to, to not have any onboarding steps if there's, if it's

non-recurring revenue that's being invoiced.

 

@6:04 - Jonathan Riis Gilmartin (sunrise.dk)

but then that's perfect because I'll put and say that's also how some of the other countries are doing it by the way, it's only subscriptions that needs onboarding, the one of the non-recurring that's a course, so you just need to make sure they are submitted for the course and that's it, know, there's no onboarding in that, so I will make sure that that's changed for you.

But just to understand, here, Estan has made a deal inside the other deal, is that a logic we should have?

So actually, so it looks like a deal inside another deal, I can see that, but actually it's just two deals that has been associated, so we just combine them so you can see that this is the one deal in the new sales pipeline and this is the one in the sales journey, so they are combined.

So I can open this up and now I'm only in the sales journey. You can see here that now I'm in the sales journey.

journey. And I'm in the onboard adopt follow up to value and so on. So so now I'm now I'm in in that pipeline, you can say.

And the reason we're doing it this way is just so you always know which of the new sales deals were connected to the CS journey deal, you can say.

And it's also easier for an hour in your role, I know you do both. So you know how you know the information.

But for some of the other countries, where it says one is a salesperson who does the sale and I say is who does the onboarding adoption.

It's good to have them connected so you can always see. CS can go into the new sales deal and the other way around the salesperson can see the onboarding CS deal.

And it looks, if Now I can see, then like this, I can see we have, so we have three in the onboard, and then we have the next phases.

So the next phases, let's see here if I go into one of these. So we've also done some explanations of these phases.

They are also part of the playbook that has been created. You can see here we have a playbook over here called CSM Onboard Adopt and Expand, and that playbook consists a little, some of the material, well no, the design of the playbook is the same as the design in the sales playbook.

we are using- We've defined that, yeah, maybe Yeah, sorry, on the here, here on the right?

 

@8:48 - Sarah Galler (Assessio Norge AS)

Yeah, it's fast.

 

@8:50 - Jonathan Riis Gilmartin (sunrise.dk)

Sorry, yeah, okay. Yeah, here on the right, and you can see it's recommended. So when you are in the CS pipeline, it will recommend the CS Onboard.

adopt and expand playbook. When you are on the sales pipeline it will recommend this one. But this is only a task or is it a deal that is going to be invoiced?

 

@9:11 - Mia Lundgreen (Assessio Norge AS)

It's one.

 

@9:13 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, what are we using the sales pipeline for?

 

@9:18 - Mia Lundgreen (Assessio Norge AS)

it something of it going to be invoiced or is it just tasks all the way? It shows that what you're going to do after invoicing in a way.

I would say it's a good question.

 

@9:31 - Jonathan Riis Gilmartin (sunrise.dk)

So I will say that if it's a customer where there doesn't end up being any expansion or any upsell or anything in that scenario, then it's just tasks.

It's just moving it through and making sure now they are fully onboarded and we have them in just in the renew phase.

So that's just waiting for renewal basically. you. But you also sometimes some customers you have the chance to So expand on the customer and that's where we have the stage one expansion in here.

then, of course, potentially we also have some customers that end up in earn risk, which is basically just, you know, right now there's no automatic thing doing this.

It will just be a feeling, a gut feeling in your hand that someone is a turn risk. And then we have cancellation, which is basically now that the customer has send us that they want to cancel, but until the subscription end date, it's not churned.

So when it hits the subscription end date, will be put to churned. Okay. So to answer your question, do you do a lot of op-sell on an existing subscription or is it more they're buying courses and they are like certifying, they will do both?

Okay.

 

@10:52 - Sarah Galler (Assessio Norge AS)

Perfect.

 

@10:53 - Jonathan Riis Gilmartin (sunrise.dk)

Because in those scenarios, of course, it will be something where you bill it, it's invoiced, sorry. And that will be done.

You can do that by moving it directly into one expansion, for example. So that's also courses that we're going to move to one expansion.

 

@11:15 - Mia Lundgreen (Assessio Norge AS)

Yes. Also subscript everything that is going to be invoiced on existing customers gets invoiced when we move it to one expansion.

Yes.

 

@11:26 - Jonathan Riis Gilmartin (sunrise.dk)

Okay, so all of these cards.

 

@11:29 - Mia Lundgreen (Assessio Norge AS)

So if there is a course submission, there's a course submission, think.

 

@11:38 - Jonathan Riis Gilmartin (sunrise.dk)

yeah.

 

@11:40 - Mia Lundgreen (Assessio Norge AS)

Do you put that in expand with an amount like 24,000 on UNICEF, what is that, for example? Just to understand.

Yeah, you see UNICEF here.

 

@11:54 - Jonathan Riis Gilmartin (sunrise.dk)

Okay. Yes. So if you have. You can see this is a recruitment modules add-ons, I can see from reading this.

yes, so basically it's everything on existing customers sits in CS journey and everything on new customers sits in the new local pipeline.

Also because if you have a course, you're just selling them a course or X amount of seats in a certification, you don't need to go through the full sales journey in the new local pipeline because there are some steps there.

It's an existing customer, you can just move it into one expansion because sometimes you just get like a customer writing to you saying, hey, I need two of these from what I can understand at least.

 

@12:43 - Sarah Galler (Assessio Norge AS)

But just a question, it really make sense to put, I mean, the way we define expansion in this case, I mean, that seems to me to be more closely associated with an upgrade, something that impacts the actually.

earning revenue rather than just kind of a one-off training and if you put them into expand like what do you put them back into the you know other steps if that's the case is it like we put it and accept expand invoice the training and then we have to move them back into like what stage no yeah I see your point I thought I think so what you also think saying is basically would you need to have a there's a one it would be a one expansion and then just a one for one offs basically or just a one for yes something that's non-recurring that's what you're asking right yeah I'm just not really sure that selling like a standalone training in a case would necessarily merit changing the whole kind of like status of the client like if we're working through the adoption phase and then we're selling a training then suddenly we put them in

expand and then we have to it's just it doesn't seem to me like selling a training would drastically change the kind of step for client is in the client journey.

 

@14:11 - Jonathan Riis Gilmartin (sunrise.dk)

No that's true actually so what currently the the head of CS Group has into the process is basically that you can you can have two deals on the same customer in the CS journey pipeline.

You can have one that's the upside on a subscription and then runoffs that are just coming in that's a new deal.

So you just create a new deal and move it into expansion because otherwise I agree you cannot track it otherwise because it becomes very difficult right.

 

@14:42 - Sarah Galler (Assessio Norge AS)

Yeah I also think that perhaps you know the the thing we actually work through with implement last last year was again it's kind of the first year but then beyond that it's it's more or less nothing so don't I mean this works for a year one customer

But what about the on-year one kind of, will we put them after renewal? does the client go in this pipeline, so to speak?

Yeah.

 

@15:13 - Jonathan Riis Gilmartin (sunrise.dk)

That's actually the thing that Veronica also wants to identify in the sessions that we have not had yet. So that is something we will add to the process.

But most likely it will sit in the customer success workspace where you can then see all your upcoming renewals on all of your subscriptions.

Because all the subscriptions from Soora will also sit in HubSpot. So that you will always be able to see your upcoming renewals on all of your subscriptions and all of your customers.

So it will most likely sit there. That's the one part that's not clear yet but will be cleared as soon as we have the session with Veronica and the team.

And everyone agrees, what's the optimal way of doing this going forward as well? Perfect. I'll make a change, so we only create a deal on-board when it's a subscription, not a one-off.

That makes sense. I'll make sure that that is changed. Again, just to be really clear on this point.

 

@16:24 - Sarah Galler (Assessio Norge AS)

If we have a client who signs up for a training and invoices that training could do, just repeat once again what we have to do.

 

@16:32 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, so if you just have a client that signs up, an existing client, Yes. So just an existing client.

I think this is what you have. I've seen at least a And I, so I see your point in, you know, is it actually expansion?

Currently, that is how it has been identified. How it's agreed, but I will make sure to touch base with Veronica as well to say, is it really expansion or do we want like another stage just for one-offs basically?

Something that's not a recurring thing, but just a one-off. But for now you can move it into expansion and give it a amount.

This is just existing. I'll put myself. I'll need to change to a region corner. And so I can add a concursus.

I'll do this. Great. One question there. When you show us the line item, the amount disappears.

 

@18:10 - Sarah Galler (Assessio Norge AS)

So also in the left corner the amount is set to zero now. Oh yeah.

 

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

That happens to me too. That's very confusing. Yeah actually it's because the amount fuel is currently being set to, I can see the annoyance there.

I will change that but right now it's because the amount will be set to the annual recurring revenue and of course there is none on one-off.

You can see here on the left side we have none recurring amount so that's 22,100 but of course there's none recurring on that but I will change it so you can also see one-offs in amount.

Will it then split them like one-offs and recurring or will it be the recurring plus

 

@19:02 - Mia Lundgreen (Assessio Norge AS)

In the amount it will be plus, but it will split it down here.

 

@19:07 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, you can see if I added another thing. If I add from the product library. Was it a scent I wanted?

Maybe not. Again, you know your products a little better than I do, but it's too public for some reason.

I'm a public company now and not public company. And we say a thousand. That's recurring, right? Yeah, I can say save.

So now it updates the deal amount you can see, but that's just because I now have something that's recurring.

If I scroll down here, let's see when it updates. Yeah, there we are. And then it updates. monthly and the annual.

So you will always have a split based on the line items. But you will, you can see the amount we want to represent the total value of the deal, right?

Can I ask about something in the line items?

 

@20:18 - Sarah Galler (Assessio Norge AS)

Yeah.

 

@20:19 - Mia Lundgreen (Assessio Norge AS)

If you try to add a new line from here, it's possible.

 

@20:28 - Sarah Galler (Assessio Norge AS)

Yeah, you go there.

 

@20:29 - Jonathan Riis Gilmartin (sunrise.dk)

Okay.

 

@20:30 - Mia Lundgreen (Assessio Norge AS)

I just sometimes you can you can add the line in the in the last picture and then it's very hard to see what is what because you can't see all this and you can't see all the text.

 

@20:41 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, like when you create the deal and add a line item that's not the that's I can understand that that place where you where it sits is a it's a little hard to see all the text once it's impossible actually so yeah it's yeah it's a

What do we do then?

 

@21:01 - Mia Lundgreen (Assessio Norge AS)

Do we go to the picture or just people?

 

@21:07 - Jonathan Riis Gilmartin (sunrise.dk)

I will say that the clearest overview when adding line items for me and I would recommend this when you've just created the deal you can go to edit here then you can add a line item okay and then it's a lot easier to search for for example the then you have of course a bunch of different products but you have them here you can also if if needed have you gotten these line items have you gotten them from us or from Lydia or or from who it's from upstairs it's from upstairs yeah and yes but but Hanna also need to do some cleanup there as well they are unnecessarily long right now they don't have to be so long so if we can make them shorter they could be the whole

 

@22:00 - Sarah Galler (Assessio Norge AS)

could be visible. Yeah, I mean, I would love to do that.

 

@22:03 - Jonathan Riis Gilmartin (sunrise.dk)

I know I just received them from Hannah that cleaned up something, what was in up sales. So I mean, yeah, maybe we don't have to write the essential platform in front of everything.

Yeah, we might might be able to do something shorter. I think, you know, AP recruitment, small would be, you know, fine.

 

@22:26 - Sarah Galler (Assessio Norge AS)

Yeah, I agree as well. I agree as well. Because we use a lot of time just to do the invoice or to do a deal.

Yeah.

 

@22:38 - Ronny Tulka (Assessio Norge AS)

And earlier, we had to choose a line item or product regarding which country we were in, but that's like, not applicable now.

No, you don't have to do that anymore.

 

@22:50 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah. Okay. Yeah, it was very entity focused in up sales. We have the entity automatically based on your use.

 

@22:59 - Ronny Tulka (Assessio Norge AS)

So we don't

 

@23:00 - Jonathan Riis Gilmartin (sunrise.dk)

have to do the same thing here and the products will also be aligned so we don't have to have products for each country.

We just have a currency exchange rate, right?

 

@23:12 - Ronny Tulka (Assessio Norge AS)

But can there also be different product lines to each entity or are there similar for all entities?

 

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

There shouldn't be the same product for different entities, but you could have some products that you are seeing that another entity is not seeing, for example.

Yeah, of course. And when we get to the VLOX part, maybe actually I can show you, the sandbox is not live anymore, but anyhow, the configuration of the offer for the customer should and will be a lot easier with the VLOX add-on that is right now the deadline is end of March.

for it to be finished. So basically making sure that we can, we have the right categories and when you will see certain products and line items that make sense for you and not see everything else maybe.

But that's something I'm looking forward to also showing you as soon as we can. I know it's been testing right now.

So that should make it also easier to pick based on the customer. That tool will pick some of the line items for you and you can then say, yeah, that looks right and make some changes if needed.

 

@24:36 - Mia Lundgreen (Assessio Norge AS)

Do we get some specific training regarding like, how do we do things correctly before billing? Yes.

 

@24:44 - Jonathan Riis Gilmartin (sunrise.dk)

Okay. You Because I have a lot of questions and we don't need to take them now. I fully understand.

 

@24:50 - Mia Lundgreen (Assessio Norge AS)

And the billing part is being built, I know.

 

@24:53 - Jonathan Riis Gilmartin (sunrise.dk)

And also the integration for the SORA platform is also being created.

 

@25:00 - Ronny Tulka (Assessio Norge AS)

But yes, you will get specific only on billing and how billing will work.

 

@25:04 - Jonathan Riis Gilmartin (sunrise.dk)

The whole idea with the flows that are being designed now is that it should make it as easy for you as possible.

So you don't have to do a lot of steps, but you have to win the deal and give some information and then you're done.

And then billing happens and you can just check it in HubSpot. So we have this object here called SORA subscriptions.

And here we will convert your line items into subscriptions, one-offs and invoices in SORA. So the line items you have will be what you input one and then that will trigger the creation in SORA.

And the subscriptions and one-offs and invoices will be created from there. So that's the short version, but you will get the training.

I mean, for the three-year journey, it is very simple right now, I will say, and it's also why we have the session with Veronica to say, okay, is there something more, we know we need to add more to it, but also, of course, a really one input from the different parts of the business to make sure that we're not building something that's not just a good idea, basically.

Basically, could I ask potentially a stupid question about the CS journey?

 

@26:32 - Ronny Tulka (Assessio Norge AS)

Is it also thought that, it should be a customer follow-up thread in the deals section for CS, and instead of using activities like calls, notes, mails, tasks and everything else, is it like, what is the recommended way to follow up, the monitor, all your...

future activities in the, what's it called? See you soon. No, in the workspace.

 

@27:08 - Jonathan Riis Gilmartin (sunrise.dk)

In the workspace, in your dashboard, you have like all to do, send calls and everything.

 

@27:13 - Ronny Tulka (Assessio Norge AS)

Should that be like kind of replaced for existing customers to just be in the deals process? Or I'm not sure, actually, what's the recommended way to work with follow-ups of existing customers or prospects for that matter?

It's an excellent question.

 

@27:33 - Jonathan Riis Gilmartin (sunrise.dk)

So you will still use your workspace, will still use tasks to get your daily, both on existing and new customers.

I would still do that. What a deal is in HubSpot is the deal encapsules all the dialogue and activities and notes that you have about the customer for this specific scenario.

So here it's a potential upgrade in the new sales pipeline. It's a first sale.

 

@27:57 - Sarah Galler (Assessio Norge AS)

So I will still use

 

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

the sales workspace and have tasks on these as well. But this is also just to get you an overview of where are they in the potential expand or renewal phases.

And it's the same when you go to the new sales pipeline, right? You will say, okay, you will still have a lot of activities on some of the deals that you have in your pipeline.

But you still have the overall like object that has all it in one place for that specific scenario. Does that make sense?

Yeah, and my question was actually grounded on the fact that we were talking about deals with no invoicing.

 

@28:39 - Ronny Tulka (Assessio Norge AS)

was kind of activity in the CS pipeline. That's why I asked. I understand.

 

@28:45 - Jonathan Riis Gilmartin (sunrise.dk)

there will be invoicing, you know, as soon as it's ready, we will have invoicing connected to it. I mean like the onboarding thing you showed us example for from Einstein, it's that that's an activity, not an thing which will be in

 

@29:00 - Ronny Tulka (Assessio Norge AS)

Ah, yeah, that's true. How do we use the different faces here?

 

@29:06 - Jonathan Riis Gilmartin (sunrise.dk)

Yes.

 

@29:08 - Mia Lundgreen (Assessio Norge AS)

So that's an excellent question.

 

@29:10 - Jonathan Riis Gilmartin (sunrise.dk)

I will just go in. So we've tried to explain it and as good as we can in the CSM mode adopt an expand playbook.

And again, the same thing with this is as the sales playbook, it's a guiding tool. So see it as that.

I'm trying to zoom in or I can zoom perfect. Trying to zoom in a little bit because here you can see the different stages and how they've been defined.

But basically the onboard is the first part. Make sure that everything is in place. have the not sure if you have the handoff if you're doing it yourself.

But making sure to get the onboarding meeting in place. Make sure to get technical requirements from the customer. Some of the other countries had.

 

@30:00 - Sarah Galler (Assessio Norge AS)

like a checklist.

 

@30:01 - Jonathan Riis Gilmartin (sunrise.dk)

Is that something you have as well or something you would like me to add in here? When you get a new customer?

 

@30:08 - Sarah Galler (Assessio Norge AS)

I mean there's talks of a meeting between me and all the other head of customer successes to kind of discuss the stages in this play because this has never really been implemented.

I don't think these stages necessarily make too much sense right now with the way we're working. So I think we need to to adapt some of those stages.

So for now I think we can think we can just take them with a grain of salt because they might might change in in the near future.

Yeah yeah I think you're right on that one. Yes one question I had with the the customer journey pipeline.

So obviously when we're looking at trying to understand how much recurring revenue is coming up for any given quarter or a month.

or whatever. Do we have any ways of inputting our level of, you could say, certainty of that deal being landed or that expansion?

Because you might enter something in expand and say that, yeah, there's a 25% chance of this happening or a 70% chance or something like that.

Yes, you have that option.

 

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

You can see when I move this, maybe I don't do it with a real deal, so let me just find the test I think I did before.

If I did it actually, just see my deals. Oh, there it was. So let's move this back here. So you can see we have as the same as we have in the new sales pipeline, we have the forecast category.

So it's same thing actually you can see you have pipeline we have best case and we have commit I can also give you the probability like the option to input probability so like you are 25 percent sure for example um or you are 75 percent sure or whatever your percentage is I will say best case or pipeline best case and commit if you put it in commit and you put a the close date on it as well or you change the close date for some reason let me see here then you will have said you know I've put it in commit and I'm so I've I've committed to this closing in June 25 for example so I'm sure that that will happen but I can also add the option for a percentage if you would like that option also I think you know perhaps if we have a percentage in parentheses afterwards to kind of make sure that everyone really knows what they're saying when they

 

@33:00 - Sarah Galler (Assessio Norge AS)

but those categories might be useful, because what I would like to do is for me or for Farniella to at any given time kind of go in through the pipeline and see, well, you know, what's the rough probability that we have for landing our targets for next month, for instance, so yeah, it's just useful for that.

 

@33:20 - Jonathan Riis Gilmartin (sunrise.dk)

I think it makes a ton of sense. Can you also please show us, for example, for the different pipelines?

 

@33:31 - Sarah Galler (Assessio Norge AS)

Can you show us because now I have, of course, my own and I have all others in the company.

Can you show us how to filter for Norway? Yes, of course I can.

 

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

I just wanted to add these real quick, just so we have it. Just that easy to change, by the way, so it doesn't have to be all crazy.

Okay, so what else should for you if I go to deals and please not go fast okay no it's really very fast so you can slow down I will thank you depending on which pipeline you are in yeah you would probably want to let's say at the new logo pipeline yes and then you can I'm guessing you cannot see as many of these square boxes up here as I can because I've added a lot of different ones so let's see we want to have the NO team you can say add view here in the right and view yes and then you can search for NO deals I made a view there think you should be able to see it like this can you see it no no

Yeah and then it should save up here in the top hopefully you should be able to have it you have it here now right when you look yeah together with my deals okay yes so now you should have something like this all deals my deals and audios if you don't want to see all deals you can move it away like this because then you will so if you change the like um you can actually when you open up You can then see this is your default so now in audios is my default so I would highly suggest that you click it and move it so that you change the order So the first thing that opens up is in audios or my deals depending on what you're most interested in It just makes the overview a lot better Don't don't have to see

Estonian and Danish and Swedish and other deals before you see your own.

 

@36:07 - Ronny Tulka (Assessio Norge AS)

And then that follows on all the different views, deal of views, like this journey. Yeah, it does. Yeah, it does.

Yeah, and migration pipeline as well and what's the most important.

 

@36:20 - Jonathan Riis Gilmartin (sunrise.dk)

And actually, while we're at it, you can do the same for company and contacts. You can only see yourself, companies, you can see other parts, other countries, companies.

So what did, did everyone do this? Am I okay to go to the next view? Yeah. Because you can see here, it's exactly the same.

It's these views in the top. And then you can see AdView and you should have something called NO companies.

Okay. That's helpful. Very helpful. This needs to be changed. can see why it's customers. But that's just for this view.

 

@37:12 - Ronny Tulka (Assessio Norge AS)

we try to, for example, merge companies, will it also follow? No, it won't. It will still look for all company.

 

@37:22 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, it will still look for all companies. So you will still be able to see all companies, even though we filter this.

But actually, one thing that I would like to show, I'm not seeing any companies now. If you want to, you can create these views yourself.

I'm just showing you if sometimes it's interesting. You have this called advanced filters, but you also have some standard filters here.

But typically you would want advanced filtering. So for example, the easiest way to see all the companies This is looking at the teams, so which teams is owning the company, and then you can just take all NO teams.

You want to see all NO missing sales, like this. So we have that, and then we can add multiple filters.

So if I want to see all customers, for example, I could then search for lifecycle stage, and I could say customers.

And I could see all customers. can see Eustin, you signed Bistlett Kebab, that's fantastic, great work. Maybe I to remove that one, anyhow, you can then see, so you can do filtering, you could also look if you wanted to look at former customers.

Last opportunities, same scenario, and also if you to do some quick filtering you can do that and you could have views for each if you want to jump between them you could also just have one filter and then just make you know search search a little little bit in it if you want to do that for now I just want to make sure that we have all the companies that are owned by the NO team in HubSpot.

Yeah so now we have that and I've also saved you can see just have if you do an edit of you you will need to save it over here in the little it's like a disk I think an old disk I can zoom a little bit so you can see it over here that you can then save the view if you want to did you find the NO companies everyone as well for companies maybe we take a five minute break just quickly before we do that it's still a way of filtering

 

@40:00 - Sarah Galler (Assessio Norge AS)

creating a view where you filter your own kind of active recurring revenue clients. the clients that you have that have an active subscription.

 

@40:12 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, I mean, yes, that is, I'm just thinking if I can do it now, if I'm dependent on some to our data.

 

@40:26 - Sarah Galler (Assessio Norge AS)

Obviously, I think, you know, from a customer success perspective, that would be obviously very helpful because right now I have like a few hundred companies here where I think only a small subset of those are actually active paying customers.

So to get an overview of my actual clients, you know. Yeah, of course. But yes, you will be able to do that.

 

@40:50 - Jonathan Riis Gilmartin (sunrise.dk)

I'm just thinking if there's a way I can do it now, basically, should be able to.

 

@40:56 - Sarah Galler (Assessio Norge AS)

Yeah, maybe I can just have a look at it.

 

@41:00 - Jonathan Riis Gilmartin (sunrise.dk)

you can see we have a smart solution and we have to wait. That's fine too. Yeah, but you will have that option.

That's of course, it's just depending on some subscription data as well, but we've moved all the customers that had these orders in up sales.

So you could also look at orders like recent orders for example. So I'm just thinking what makes sense. But let me have a look at it in the brick.

think as Panilla mentioned it would be, I think it's fine to take five or seven minutes. long what makes sense?

Seven minutes is fine.

 

@41:34 - Sarah Galler (Assessio Norge AS)

See you in seven minutes.

 

@41:39 - Jonathan Riis Gilmartin (sunrise.dk)

Jonathan, Jonathan, please.

 

@41:40 - Sarah Galler (Assessio Norge AS)

Just one question to you.

 

@41:43 - Ronny Tulka (Assessio Norge AS)

The new company, what's it called again? Sorry, new company view was default in the in the dashboard for companies.

Yeah, what does that mean actually?

 

@41:57 - Jonathan Riis Gilmartin (sunrise.dk)

What is new company view?

 

@42:00 - Ronny Tulka (Assessio Norge AS)

Can you share your screen so I can just see.

 

@42:02 - Jonathan Riis Gilmartin (sunrise.dk)

I'm a little in doubt about you. I can share.

 

@42:10 - Ronny Tulka (Assessio Norge AS)

Everyone else is allowed to get coffee by the way. don't. Yeah. Yeah. This was not supposed to be. Our new company.

 

@42:17 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah.

 

@42:18 - Ronny Tulka (Assessio Norge AS)

Now I moved it to number three because it was not. Actually. Yeah.

 

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

That's a good question. I created this because I wanted to. I wanted to control the properties you were seeing here in the top like contractivity life cycle stage company owner and so on.

So that's actually just it. Okay. it's not it's not new companies. It's just because there's a standard company view in hotspot and I made a custom one because I wanted to control what you were seeing basically.

That's just it. Okay.

 

@42:52 - Ronny Tulka (Assessio Norge AS)

So I don't have to think about it actually. No, no, we don't. You just have no companies and that's the most important one.

 

@42:58 - Jonathan Riis Gilmartin (sunrise.dk)

Okay. Thank you. Now coffee break.

 

@43:00 - Ronny Tulka (Assessio Norge AS)

Thank Yes, you. You You

 

@50:16 - Jonathan Riis Gilmartin (sunrise.dk)

I'm curious to see how much more I'm thinking, how much more I actually need to show, show other than just questions.

I didn't have any sound on, I'm sorry. I just mentioned that I don't have that much more on the program for training per se, but I'm guessing you have some questions as well.

 

@50:45 - Mia Lundgreen (Assessio Norge AS)

I was actually going to ask you about that because we do have the time until 11 and I just was wondering, I think maybe it's me struggling a bit, but I think I was...

thinking that we were going to go through the whole, say, as pipeline and the sales pipeline from A to C and I kind of struggled to get how to use every step.

I think for me, I think I would need a training in the sales playbook, if you know what I mean.

All the details, when are we using the different steps and how do we move a client from the new sales pipeline to the sales pipeline?

I think I experienced, I think I see a possible bit here and there, but not the whole possible, if you know what I mean.

Yeah, I understand.

 

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

But let's do that. think that makes a lot of sense.

 

@51:50 - Mia Lundgreen (Assessio Norge AS)

And I think this is maybe some internal processes that we need to decide and maybe not everything is set yet, I think these are the questions that we're going to

get when we're working next week, every day, like the small things. Exactly. I understand fully.

 

@52:09 - Jonathan Riis Gilmartin (sunrise.dk)

So let's do that from age, just to make sure that we've covered everything right.

 

@52:15 - Ronny Tulka (Assessio Norge AS)

Jonathan, if I just could add to that my also personal kind of need to understand is how we ideally or recommended can use the workspaces because, yeah, of course, a lot of things can be internally decided how we use HubSpot, but still, I'm guessing you have a pretty good recommendation of how to have an active workspace.

 

@52:50 - Sarah Galler (Assessio Norge AS)

What's the most logic way to do things?

 

@52:52 - Ronny Tulka (Assessio Norge AS)

Self, do you close the deal? Or before you close the deal with a prospect, how do you work with those regarding different activities?

and logging and making sure that the system actually, as all CRM systems are supposed to do, helps us in every daily work life.

Remember calls and talks. Instead of logging in the calendar all the time, can we have a kind of bulletproof way to make that HubSpot and the workspace we have on the different sales or CS2 to help.

 

@53:33 - Mia Lundgreen (Assessio Norge AS)

In Upsells we have this panel or page that is called tasks and you can see everything what you're going to do the last week.

Monday, Tuesday, every call you're going to remember. And I miss that now in HubSpot. I can see it's in workspace.

There are like calls, tasks and stuff that it looks like some data is going to be placed, but it's just it's nothing there.

Is the data going to be some data there so we can follow up customers and stuff? Yes.

 

@54:08 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, there will be data there, the same that is tasks in up-sales basically. So I can say just quickly on the on the data part, so we've moved in the remaining contacts and companies and doing the duplicate management.

today we should also finish all the activities so that's the remaining part of the issues that we've had with the migration.

So that's calls, tasks, emails, appointments, appointment notes or comments I think as they were called in up-sales. So yeah, you should see a lot more tasks in the task part of as well.

So all contacts regarding emails, phones, everything which we

 

@55:00 - Ronny Tulka (Assessio Norge AS)

I've been talking about for some weeks now, it should be all in order now.

 

@55:06 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, today it will be, yeah, we're working it actively now. Okay. Yes, so you will also have tasks there.

but I'm actually, it's good to have that, you know, and make sure to also look. So, you know, some of you has access to the sales workspace.

Some of you have access to customer success workspace. I know Lydia is working on aligning. You know, if it's the sales of the customer success workspace, but both workspaces have like a front page.

As you mentioned, the, you know, tasks to do and so on. So what is due at what time. I will say I like the task overview itself.

You have it. Oh, you have it here. But you do also have a sharing screen.

 

@55:53 - Mia Lundgreen (Assessio Norge AS)

Oh, sorry. I'm not sure which perfect.

 

@55:56 - Jonathan Riis Gilmartin (sunrise.dk)

I'll just show it should we should we just

 

@56:00 - Sarah Galler (Assessio Norge AS)

just try to find a logic how we can go through things. Should we start with the sales overview?

 

@56:16 - Jonathan Riis Gilmartin (sunrise.dk)

What do you think Mia?

 

@56:21 - Sarah Galler (Assessio Norge AS)

So of course we will go through also how to see activities and how to log and how to work in the workspace, just to have an idea of a process?

 

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

Yes, I think I would like to show you, make sure to go through the different steps in the new logo pipeline, and what each step is, or how we identify each step, and then the task related to it.

I can also just quickly show you quickly, also go through the sales playbook. make sure that because that was designed to also help with the different stages and what they mean.

And then from the new sales pipeline, I can then show the workspace and how it is intended use is and how to make sure that we use it for follow-up and what are we doing in the sales dialogue of new customers but also existing customers.

It takes both into account, so it's not just looking at new customers just because it's the sales workspace or customer success workspace.

then we can go to the to the CS journey and make sure that we've covered everything. Does that sound okay?

This is a question too.

 

@57:46 - Mia Lundgreen (Assessio Norge AS)

Maybe this is just me but I think we understand how to use the different steps in the sales pipe because that's almost the same as an upstairs but it's just everyone agree because I don't know.

Do everyone agree on that? But it's important for us to understand what to do, how to move it from the different, how to move a deal or client from the sales pipe to the CS, and then the CS pipe from A to C.

 

@58:19 - Sarah Galler (Assessio Norge AS)

That's very important. Just to mention it, I still don't have access to the sales workspace.

 

@58:32 - Jonathan Riis Gilmartin (sunrise.dk)

Basically what I would love to do is give everyone access, and it's sitting with Lydia right now, but also the sales or customer success workspace have a lot of things in common, but of course there are some small differences.

But I'm working with Lydia on making sure that we can all have access to the same workspace and not different workspaces, because that would be the best thing to have.

 

@59:00 - Sarah Galler (Assessio Norge AS)

Yeah, basically.

 

@59:03 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, okay, but you so the new sales is okay, but moving from the new sales to the customer success pipeline, I'll just cover that.

So we make sure that everyone knows how that works. So it actually happens automatically when you move the deal into closed one.

And I can just, I can just have a test. I'm pretty sure I have at my disposal. Just do it.

Let's see here. I had a test. It seems like a test. Fair enough. Austin, can I take yours? Yeah, this test for something.

I'll just I'll just remove the amount so we don't have to look at your reporting. It's not good.

 

@59:57 - Sarah Galler (Assessio Norge AS)

So I can just move it into closed one handle.

 

@1:00:01 - Jonathan Riis Gilmartin (sunrise.dk)

And then it will answer, ask a few things if I haven't, no, this will be populated from line items, but now there's not a specific line item on this deal.

So I'll just put a start date on it, the VAT number, that will be auto filled if you have it on the company.

But if you don't have it on the company, we will ask for it here. I'm just going to start date.

that the contract start date?

 

@1:00:28 - Mia Lundgreen (Assessio Norge AS)

Yes, should we say contract start date?

 

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

that be easier for that?

 

@1:00:34 - Mia Lundgreen (Assessio Norge AS)

I don't know which name we're using, if it's possible to specify, it would be of course better for us.

 

@1:00:45 - Ronny Tulka (Assessio Norge AS)

Instead of remembering start date, is that kind of selling date or contract date or whatever?

 

@1:00:52 - Jonathan Riis Gilmartin (sunrise.dk)

I'll change it to contract start date. I think that's what it is.

 

@1:00:58 - Sarah Galler (Assessio Norge AS)

So if it causes confusion, then we just change it.

 

@1:01:01 - Mia Lundgreen (Assessio Norge AS)

to contract start date. know, there's so much information also, Jonathan, so that will help us remember. You haven't shown us this before also, so it's not like you haven't shown this before, it's just like we forget.

 

@1:01:14 - Jonathan Riis Gilmartin (sunrise.dk)

It's a new system, I fully understand that it's, you know.

 

@1:01:18 - Sarah Galler (Assessio Norge AS)

So, I mean, if we're going off that, perhaps we could add deal close date because that would also kind of make it clear that we're closing a deal, but the contract start perhaps to make it.

I would love to do that.

 

@1:01:32 - Jonathan Riis Gilmartin (sunrise.dk)

I can't change HubSpot's own property, unfortunately, but what I've done is in the guide page, I have it open here, so just switch window, just to let you know.

I'm just putting in a word explanations. Okay, so that's where you're doing the start contract start date. I can change the contract, the start date on that because that's a custom property.

put in myself. So I will, all the properties I can change, I will change, but I cannot change it on that exact thing, which is close date.

But we will, I will, I'm just doing this glossary or explanation together with the project group to make sure that we have all the different like words and what do they mean, just so if you need to look for, we have that option.

And closing date, that is the day the client is signing the contract?

 

@1:02:31 - Mia Lundgreen (Assessio Norge AS)

Yes.

 

@1:02:32 - Sarah Galler (Assessio Norge AS)

Exactly.

 

@1:02:34 - Jonathan Riis Gilmartin (sunrise.dk)

I think that's fine. maybe signing date or something, if you're exploiting it in the, in the guidance? I think signing date is, day the contract has been signed, right?

Yes. Yeah. Yeah.

 

@1:02:47 - Sarah Galler (Assessio Norge AS)

And obviously we need to learn these new words and become comfortable using them and then after like a few weeks, I think that will be fine.

Yeah. Yeah. It's, it's, it's, I'm sure you will get used to it, but of course it takes time because

 

@1:03:00 - Mia Lundgreen (Assessio Norge AS)

I'm to it.

 

@1:03:02 - Jonathan Riis Gilmartin (sunrise.dk)

There's specific hops about wording. Other than that, there are some properties that is auto-filled, but we are just saying, hey, can just check it before you move it.

That's some of the things you can see here, like entity, platform, module, currency, invoicing email. This has been automatically inputted from the contact that you associated.

So if it needs to be different, you can just change it. Invoice node, if you have something called test.

And then we have build to, and this is also taken from the associated contact. So if you only have one contact, that's just going to be it.

If you need to change it, you can just change it here. And then pay your number or AI in, that is something we have.

And then again, you can see just some data for checking. It's already been filled out. You don't have to fill it out yourself, but it's just, does it look right?

And then we say save.

 

@1:03:54 - Ronny Tulka (Assessio Norge AS)

A question may be for the future, but since it says both invoice note and PL number. Will both of those be visible for the customers on the invoice later on?

Yeah, they will be visible on the invoice. Yeah.

 

@1:04:10 - Jonathan Riis Gilmartin (sunrise.dk)

PO number is another field in the invoice. The PO number will be, I think, more on the top, then you have a common field on the invoice if you need to add something to it.

 

@1:04:20 - Ronny Tulka (Assessio Norge AS)

Okay. Because in upstairs, we just have one field, I think, still. Head. Yeah, head one field. Yeah. Yeah. I've been asked to put in both for Zora.

 

@1:04:34 - Jonathan Riis Gilmartin (sunrise.dk)

yeah, you have both. Yes. And then you can say save. If you're comfortable with the data, then it's moved to closed one.

And then what will happen automatically is you can see now here we have zero deals connected. But when I refresh, depending on how quick my automation is, we should see a deal being created.

Yeah, again, depending how quick it goes. It goes typically pretty instant, but when I share my screen I found that sometimes it's a little slow.

So let's see how quickly it does it. But so that's how you move it into the CS journey pipeline.

You move your deals to close one and it will then create that automatically. Let's see how it slows today.

But anyhow, I'll just go into the CS journey and see if it pops up. All deals very slow today.

don't know what's happening, but it's because you need it to be faster now. Yeah, And then it doesn't happen.

 

@1:05:52 - Sarah Galler (Assessio Norge AS)

That's always the good thing, right?

 

@1:05:54 - Jonathan Riis Gilmartin (sunrise.dk)

But anyhow, it might also because it's getting annoyed with all my tests. Maybe I didn't move it to close one, so I'm pretty sure it's okay.

Let's see, test. Ah, there we are. So you can see now that it has been moved to onboard. And then I can go in here and it's Bill Oisten who's the owner because again you are also the owners, typically of the sea as part of the customer.

And then we have a hand-off note that's probably not that important for you in this, but we have hand-off note.

And we also on the left side have some properties or a section that's called sea as information that's only visible when you are in the sea as journey pipeline.

So we have some of the information that we filled out is now visible here.

 

@1:07:00 - Mia Lundgreen (Assessio Norge AS)

And we can just add something to it if we want to from here. Yeah, you could just write something if you feel it's not covered.

 

@1:07:08 - Jonathan Riis Gilmartin (sunrise.dk)

Directly in there and say, okay.

 

@1:07:12 - Sarah Galler (Assessio Norge AS)

Well, would that mean that if you're actually doing a handover from sales to CSM, is that willing to just manually go into the customer access pipeline or the client and change the owner of the company?

I mean, yeah, you can do that if you want to.

 

@1:07:33 - Jonathan Riis Gilmartin (sunrise.dk)

So is the scenario that you would want someone else to do the customer success part or can you talk the scenario through maybe?

 

@1:07:41 - Sarah Galler (Assessio Norge AS)

Yeah, so the thing is like right now where our roles are a bit messy, but we're going to be more structured moving forward.

And then the general outline of the process would be that someone in sales closes a deal. And when the client transitions into the onboarding phase, well, then the...

possibility will be assumed by a CSM. So then the ownership of the company will change in the handover process.

Yes, that's the ideal scenario.

 

@1:08:11 - Jonathan Riis Gilmartin (sunrise.dk)

right now, as you mentioned, you don't have it totally divided per se with sales and CS. So in your case, we are just assigning the same person to the CS journey deal.

But as soon as you are ready, I can do like the other countries where you have a sales team, and then it gets assigned to someone in CS automatically, and the company is handed over and all that, all those parts.

You can see here, actually, we have the CSM owner and we have the sales owner. But I was just the same person, but Yeah, that wasn't my question.

 

@1:08:45 - Ronny Tulka (Assessio Norge AS)

we have already from the start, we have decided who is the CS owner after the sale and the deal has been closed, but will it then automatically be put on that colleague in the CS journey

 

@1:09:02 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, that's the standard, but if you want it to change, we can do it country specific, but yeah, that's the standard.

 

@1:09:08 - Ronny Tulka (Assessio Norge AS)

I think it's a nice standard to have both now and later on, I think.

 

@1:09:13 - Mia Lundgreen (Assessio Norge AS)

Did you do that in the closed one page, you, like the last before you moved it to the sales pipeline, you fill in some information.

can do it on the company card, can't you?

 

@1:09:27 - Jonathan Riis Gilmartin (sunrise.dk)

Already in the start?

 

@1:09:29 - Ronny Tulka (Assessio Norge AS)

Yeah, you can, but I think, so what is happening here is, is it okay if I show you the back end?

 

@1:09:35 - Jonathan Riis Gilmartin (sunrise.dk)

It can get a little technical, it's just, I think sometimes it's easier to see what is happening. So I'm just, you have CSM, sorry, here.

So we have, this is called an automation in HubSpot, and that's what's doing some of the work here. And if you can see, we have each country, we have Norway and you can see we have, when the deal, this happens when I move the deal to close one.

So when the deal is one, Hofspot will do this. It will move the deal owner of the new sales deal to sales owner.

And then it will rotate within the team that's called, that's CES in now. But because most of you are on, you know, the team, the team set up that we have now, so it wouldn't really rotate to anyone is just assigned the same person.

Typically. And then it will create the deal here. And then say, okay, assign deal to an existing owner of the deal.

CSM owner. So yeah, so that's what's happening basically. So when you move the deal to close one, you don't choose to say as manager.

It the system does it basically. on a rotation principle or that's how it will work in the future but right now because it's typically the same person doing the onboarding then we are not really rotating to anyone unless you want that to happen but when we are okay so this is not working now but it's going to be changed so in the future we we can I can change let me try to so how it works now is just from what I understood is that you know usually you would also handle the CS part when you do the sail but maybe that's I understood it differently you would actually be I think it would be great to so it's not confusing that you can when you move it to close one you can also decide the CS owner or the yeah I think that makes

total sense. Okay, let's do that now.

 

@1:12:03 - Sarah Galler (Assessio Norge AS)

Just to understand that the template that you just looked at, Jonathan, is the rotation you spoke of, that randomized?

For the other countries, the rotation is kind of a set rotation where, okay.

 

@1:12:21 - Jonathan Riis Gilmartin (sunrise.dk)

Right now it's randomized, yeah.

 

@1:12:23 - Sarah Galler (Assessio Norge AS)

Yeah, because in that case, I also think that when we're more structured in the future, it would be preferable to select the specific CSM, because sometimes we have our reasons for why a certain person should be the CSM for a company, for instance.

Most likely it's never random in Norway.

 

@1:12:46 - Mia Lundgreen (Assessio Norge AS)

No, and if we implement that right now, there's no need to change it in the future either.

 

@1:12:51 - Sarah Galler (Assessio Norge AS)

I mean, I think that's the way to go.

 

@1:12:54 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah, but I just put it in here, so you have the option to choose it when moved to one.

that can clear up some confusion as well so that's that's perfect the sales people in the say as owner alternatives now to which people are in the alternatives so it it's a hop spot user property so the alternatives will be everyone yeah so yeah you can see sales people you can see as you can see yeah everyone basically great yeah perfect but now we have to actively choose or or is it still it will follow if you already have chosen it on the company card you have chosen like Mia a sales contact a Stein CSN contact if you've chosen it on the company card I will make sure that it's populated on the deal card yes well good but we can still change it anyhow still change it yeah yeah

I what happens is basically just if you have it on the company card and it's unknown on the deal card the company The deal card will inherit it from the company card, but if you change it it won't change back on the company card Okay, that makes sense.

Yeah, that company company is the master, right? But if you for if you for some reason needs a colleague to handle one deal for you You could then do that, but the company card is the master.

So if you change the company card Yeah, you have to go into the company and do that it will not just be from changing one deal No, because potentially you would have many deals, you know, that would be changing.

Yes So that's great.

 

@1:14:39 - Ronny Tulka (Assessio Norge AS)

It's a very good solution.

 

@1:14:40 - Jonathan Riis Gilmartin (sunrise.dk)

think yeah Okay, but I was actually supposed to be in the CS so I go This the one deal I have I of course still have this one right here Yeah, so now I have the option to choose the CS owner

So we can do that in the handoff and now we need to onboard this kebab. Like that name and now we need to onboard a basic kebab.

But of course if you had chosen the CSM owner that would just be set here and you would still be the sales owner basically.

Perfect. I just want to move through the steps in the CS pipeline but is everyone covered with the new logo pipeline?

Is there anything we should just double down on? Make sure that makes sense for everyone.

 

@1:15:41 - Sarah Galler (Assessio Norge AS)

I think it's clear. you.

 

@1:15:45 - Mia Lundgreen (Assessio Norge AS)

that's good.

 

@1:15:46 - Jonathan Riis Gilmartin (sunrise.dk)

That's good. Again also something you know when you have used it for a couple of weeks it will probably feel more underneath you know more understanding of it.

So yeah it's always the thing.

 

@1:16:00 - Sarah Galler (Assessio Norge AS)

Well, I also think it's good to think about for obviously everything doesn't make sense for everyone right now, and you might be struggling with some details, but just remember that this is the exact same situation all our clients feel when they're a part of our trainings, and then we usually say, you know, you have to use this, you have to have some practical experience before you feel comfortable, and obviously the same thing goes for HubSpot as well.

Yes, and we'll be sure that are right. totally true.

 

@1:16:32 - Jonathan Riis Gilmartin (sunrise.dk)

the thing is, you know, I will stay around, I will make sure to make changes based on your feedback.

I hope you're also feeling that we are doing that because of course we want to make sure that the system fits your way of working, but also has of course some practice scenarios that is this is can should deliver value for you.

So it should be a good combination, right? Yeah, I think the main point right now is that the sales.

 

@1:17:00 - Sarah Galler (Assessio Norge AS)

part is I think quite clear and similar to the way that we have been working but create some issues that is that as a group the whole assessment group we haven't really agreed on our customer journey fully it hasn't really been implemented so that part is more sort of abstract I think we will decide on that and then once we might have fewer stages than once we have right now but they might be more directly usable and then hopefully a bit clearer as well.

 

@1:17:29 - Jonathan Riis Gilmartin (sunrise.dk)

Yeah I think that's the whole idea with also the session with Veronica and the order head of CSM's right or the CS teams because it's you know we need to have that more clear I think that's as you mentioned as well making sure that the stages make sense.

 

@1:17:46 - Mia Lundgreen (Assessio Norge AS)

Normally we invoice new clients before we onboard them so it's also like the I think that's that was a little bit confusing for me because I do the

on step before I do the onboarding step. I'm not moving it in the... If it's an existing client, that's a little different.

 

@1:18:10 - Jonathan Riis Gilmartin (sunrise.dk)

will say let's, if we focus on new client right now, you would have invoiced them when you moved it to closed one in the new sales pipeline?

Yes, of course. But for existing clients...

 

@1:18:24 - Ronny Tulka (Assessio Norge AS)

Done with that.

 

@1:18:25 - Jonathan Riis Gilmartin (sunrise.dk)

expand, that's kind of later, of course.

 

@1:18:29 - Mia Lundgreen (Assessio Norge AS)

then it's the right... So let's say the scenario now is we have a new...

 

@1:18:35 - Jonathan Riis Gilmartin (sunrise.dk)

I just want to make sure we want to do the scenario with a new customer, right? So we have a new customer scenario here that's a subscription.

Maybe also some courses or certifications, but mostly it's a subscription. You then have the onboard phase, and right now the onboard phase is something that's a little different from country to country, because you do the onboarding is a little different.

But typically you have a checklist or something you need to walk through, you need to have access, need to have a startup meeting or like this is what we do and basically you say okay when all onboarding is in place, the licenses are set up, the users are invited, they've gotten first training, whatever your checklist might be and you can have your own checklist in here, so if you have a checklist please send it to me because I can put it into the deal so that it is automatically put in when I open this up, can put in tasks, so I can create tasks automatically for you for the onboarding, like invite users, send email to tech, there's some different tech lists that are there and some of the things I might also be able to automate, like an automated email to a saying hey can you configure this for this customer with this amount of users, so I can do stuff for you here, that's country specific, so if you have a checklist please share it, I

 

@1:20:00 - Mia Lundgreen (Assessio Norge AS)

This is very important that we remember, because this would be great, but regarding what you said, Sondra, maybe this process is not set yet, but maybe we could have some points in the checklist already, I don't know.

But we're doing this session next week, I think is the current suggested dates.

 

@1:20:20 - Sarah Galler (Assessio Norge AS)

I think, you know, let's save the effort for when the stages are actually representative for the way we will be working.

yeah, we don't have to do it twice. Yeah, but I agree.

 

@1:20:34 - Jonathan Riis Gilmartin (sunrise.dk)

I was also thinking maybe we can explain you how these are defined now, but maybe it confuses a little more than it gives.

 

@1:20:42 - Sarah Galler (Assessio Norge AS)

And I think the big issue right now is that obviously this might be okay for new clients, but the case in everyone's mind right now, I think is how do we work with the clients that have been working with for a couple of years already.

So it's kind of they don't really fit into with a year one cycle of stages, so I think that might be a source of confusion as well, because obviously you do like your schedule follow-ups and then perhaps you'll go into another expand, but you'll never put the client back into onboarding mode if they've been with us for over a year.

And not probably adult either, it's your kind of different state, so that's not really represented there right now.

 

@1:21:34 - Jonathan Riis Gilmartin (sunrise.dk)

No, and I think that's the thing that we will, you know, we need to make sure we cover with Veronica and the teams as well, so make sure we have that.

That will be the workspaces, I will say that will be my suggestion at least, that that is then sitting in either a sales or a customer success workspace, but it sits in those workspaces.

I will say I know you don't, in your case you don't have access to both, but we need to make sure that you have that.

 

@1:22:00 - Sarah Galler (Assessio Norge AS)

But I would definitely say that sits in either the sales or the customer success workspace.

 

@1:22:07 - Jonathan Riis Gilmartin (sunrise.dk)

If I were to open a customer success workspace, you could see that you have actions, have alerts, you have tasks, you have, you know, and you also have customer views.

You can have views of renewing, for example, so customers that are renewing in X days, you can have your own views that you create for yourself.

And then you will also have a health score, so you can see your customers and the health score that they have.

And we will also add some custom reports down here. So you can see, for example, right now it's showing, I think, the forecast on one expansion.

It's not large, but it's much forecasted for what month on expansion that I own myself. And I created this test, so that's why it's showing here, right?

 

@1:22:54 - Sarah Galler (Assessio Norge AS)

John, this is probably also where the ones integration with our platform is. in place. This is where kind of usage data will sit as well, right?

Where you can have an overview of kind of, well, what is the, you know, different actions taking, taking in the platform over the last 90 days or a half a year or whatever.

Yes, exactly.

 

@1:23:17 - Jonathan Riis Gilmartin (sunrise.dk)

And this is also where you can see, you will have your customers, you will be able to see revenue as well.

That will be based on subscriptions. So that you can see active subscriptions or subscriptions that not here anymore and so on.

And of course, you also have, you have tasks as well. So tasks are also here that you can see all the tasks you have on different customers, which also can include the onboarding and adoption tasks that I can create as part of the checklist.

You know, when you win a new customer, what is the checklist that we need to do?

 

@1:23:54 - Sarah Galler (Assessio Norge AS)

Just a question, Jonathan, because I was just thinking that, like what you said earlier that the kind of regular follow-ups and tasks usually managed through the customer success workspace.

it kind of the idea that perhaps we might not really need kind of this pipeline for I guess you could say regular customer follow-up service, that it's more related to the onboarding journey and once a client has been fully onboarded they're kind of into this kind of a view?

Yeah, I would say so.

 

@1:24:30 - Jonathan Riis Gilmartin (sunrise.dk)

And you have the same view of customers in the sales workspace as well, what we've agreed with Rewanica and the team on is saying when you are fully onboarded and you're just in renewal, there's nothing, no stage is changing, it will go into like a quarterly or half yearly review process where you're just saying okay I just want to make sure that all of our customers pass.

a meeting in the next quarter or next half year depending on the size, so what the system will do for you and that process I will implement the next week so that will be there.

The system will hope to check is there a meeting with all existing customers the next quarter or next half year and if there's not it will generate a task for you to make sure to book a quarterly or half yearly review meeting with that customer but you know the process will be more defined with Rebonica as well but the system can see if you have a meeting or not and if you don't have something out in the future it will then help you or it will tell you make sure you know create a task and say hey reach out to this customer to book a quarterly review meeting.

 

@1:25:44 - Sarah Galler (Assessio Norge AS)

So will that mean that because according to our you know agreed upon process it's different based on different client segments right so so for value clients it's kind of this every six months

review and for star rent price clients it's every quarter. When that is implemented obviously we have a lot of clients that we should probably start doing this in a structured way with.

 

@1:26:15 - Jonathan Riis Gilmartin (sunrise.dk)

Will they be added then into the system based on their sort of contract start date or is there any kind of like once that is in place how to get started with every client that we currently have yes I think I get your meaning 100% I think we I think basically we need to have a little like a 30 minutes where we say okay we have this client list who you know I can put them all in workflow but maybe you already have some meetings with some of them some of them so should we just agree on which one do you want a task on and which do you already have in control and then we just do a manual enrollment of the first batch if that makes sense.

I think that will be great to get started. help to get the ball rolling and then once every kind of client is part of that yearly wheel it's yeah exactly yeah because then we can you can we can just have the list together and then we can go through and you can help me check off which ones can go in now or which one should wait and then we just enroll in those scenarios together and then we have them you know on board yeah so we can do that together and it's still better than that we get an extra reminder that we can delete rather than the opposite so it's yeah yeah of course of course that makes sense yeah that is also we will also show in your workspace if you have existing customers with no nothing booked in the future for example that will be a view as well so you can always see at least in hop spot it doesn't show any next activity I think this is it's so nice to have have this in one place as

 

@1:28:00 - Sarah Galler (Assessio Norge AS)

compared if we tried to do this in Topangol, but it's just too far away from our general way of working with clients.

I think this is something that would really increase our structure and make it so much easier to take care of our clients.

 

@1:28:18 - Jonathan Riis Gilmartin (sunrise.dk)

Yes. I'm actually really glad you say that because I will also say personal success workspace got a new release yesterday and it's way better.

So I'm really happy about that. So this is actually an updated version you're seeing now from what I've shown you just a week ago, because it now has revenue.

I didn't have that before. So that's pretty great, I would say. So it's becoming better and better, which is nice.

 

@1:28:46 - Sarah Galler (Assessio Norge AS)

And it's something about like in one place, you know, that well, the quarterly review is coming up and you have to, you get a reminder and then you can also in the future, once the integration is in place, you'll get sort of all the data that you need.

to to bring to the meeting to understand the client usage and it will really help us to to I think reduce our our term.

Exactly that's the whole idea right so yeah but um I will make sure that we I'll book is it you Sandra or who should we also book someone else for like enrolling existing customers in the year wheel or um I guess it's it's difficult for me to know everyone's kind of when their last meeting was and when what is quite you know I think that the best starting point would be to at least you know have a clear view of all the segments so we know that obviously it's just a subset of our all our clients that should be enrolled in the standard twice a year four times same but uh yeah obviously it becomes a bit chaotic if everyone is in the meeting too and everyone's adding and changing

 

@1:30:00 - Jonathan Riis Gilmartin (sunrise.dk)

And yeah, I mean what we could do is I can I can do a list then now it needs to be customers right but so we can I can do a list and that list then just have here an overview and a property where you can just click.

Let me see if I can find it now but then you you will just be able to. Here you guys right now we can always just filter on it so we can see.

If there is already an activity date but just filtering. Yes, in order for this to make sense, I do think we need the again the the overview of actually paying subscription clients.

 

@1:30:54 - Sarah Galler (Assessio Norge AS)

if you need the integration with Sora for that, obviously would we would have to wait until that. Nice. Yeah, no, I'm confident that I can get you that still.

 

@1:31:04 - Jonathan Riis Gilmartin (sunrise.dk)

yeah, we should still do that.

 

@1:31:07 - Ronny Tulka (Assessio Norge AS)

It would be great to segment both, I mean, invoice clients and the invoice clients with subscription to because we have a lot of kind of his different history with paying clients.

Yeah, that makes sense.

 

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

Yeah, so I will, I'll get that list and I'll send it to you so you can see the list and then what we just do is before we have the meeting, just make sure that, you know, everyone has seen is there an extra activity and if not, then you can click and just type in a date of that activity and when we then we will enroll the customer based on that date so you don't have to have a book a meeting one month after you have the meeting with the customer.

Yeah, does that sound okay?

 

@1:31:52 - Sarah Galler (Assessio Norge AS)

Yeah, I think it's so important because if we start if we start out wrong, people will start to ignore those.

 

@1:32:00 - Jonathan Riis Gilmartin (sunrise.dk)

uh those notifications right so yeah we shouldn't do that we shouldn't do that yeah nope so i'll make sure to add uh to create that list with active and uh paying customers right now and then we can uh we can work on the dates of those customers when you know out in the future it should be yeah perfect did that kind of also answer your question Ronny and also your question Mia like the activity part and the what we're doing in the different stages i know for the adopt maybe not but as Sundar is also mentioning that it might be reworked in the short short the short future you can still walk through it of course i think the kind of overall process is so much more clear to me now than it was before today's training because if we just think about it roughly like well the news sales

 

@1:33:00 - Sarah Galler (Assessio Norge AS)

pipe is for all new clients, right? And once they've closed, you know, they enter the onboarding, I guess it would be more precise to call it the onboarding journey rather than the kind of client journey.

And then once kind of the year one is over, we go into renewal. And once that is over, they, we kind of schedule all our follow-ups and do our tasks in the CS workspace, basically.

 

@1:33:27 - Mia Lundgreen (Assessio Norge AS)

Yeah, obviously, there's a lot of details within all those steps.

 

@1:33:30 - Sarah Galler (Assessio Norge AS)

to kind of keep that in mind, I think it's easier to connect all different activities to those stages. Yeah, I think it's perfectly summed up.

 

@1:33:38 - Jonathan Riis Gilmartin (sunrise.dk)

And I'm very glad that you feel that way. That's the hope of having a training, right? If it's the other way around, it's not good.

So I understand that earlier I might have confused more than I clarified. I'm sorry for that. But I'm happy that that's the way you feel.

Is it as clear for the rest the group as it is for Sonder? Am I saying your name right by the way?

I'm sorry. No, you're doing a good job at least. you.

 

@1:34:10 - Sarah Galler (Assessio Norge AS)

not adding an A at the end of the name, like most other Danish people. thank Oh, I'm not like most other Danish people.

 

@1:34:18 - Jonathan Riis Gilmartin (sunrise.dk)

I like that.

 

@1:34:20 - Sarah Galler (Assessio Norge AS)

Yeah, perfect.

 

@1:34:21 - Jonathan Riis Gilmartin (sunrise.dk)

I can talk to everyone as well.

 

@1:34:24 - Sarah Galler (Assessio Norge AS)

So if someone wants to explain in Norwegian or you can make a drawing or something that people need. I think we will make that drawing regardless of the process.

then I'll just say there will be some more focus on billing, not a training for this.

 

@1:34:42 - Jonathan Riis Gilmartin (sunrise.dk)

There will be focus on a training for the CBQ as well, and that is ready. So you will be comfortable with that part of the process.

Yes, and I will send you the send you the dashboards that we've created so you can see some numbers.

be a video walkthrough that I'm doing of the dashboard so you have that and can see that on your own time and you will probably have some questions and then you can just send those to me as well and say I have a few things I want to add.

Yeah and I'm also going through it with Penelope Data today.

 

@1:35:19 - Ronny Tulka (Assessio Norge AS)

The dashboard you're talking about where will they appear in our kind of everyone's sales. the workspace? No, no, you're not misunderstanding.

 

@1:35:32 - Jonathan Riis Gilmartin (sunrise.dk)

HubSpot has its own little section called dashboards. workspace could you could see a workspace as a dashboard as well but you also have the option to create its own page where you have different reports on that page.

So this one for example is the head of sales in O and then you can have different reports on that if you can see different numbers.

So you can see sold them are and you can see forecast it and this is really where the forecasting comes in right because you can see here that you know we have what are we forecasting for March we have something in commit we have something in this case we have something in pipeline so we can really see the different things here we've been doing in training now showing in a dashboard and then yeah some other stuff that we can also see of course.

So. So this would be dashboard sales workspace itself is just for you it's your own personal space I think we recorded that that it's just just there to you in your day to day but the dashboard might look at more overall team metrics for example.

So when you make these new dashboards we will see them we can choose them underneath the US dashboard here.

Yes, exactly, but the most most important dashboard. We will also send that to you, so you can bookmark it because it will be a link, so you can just save a link in your browser.

So you can always find it quickly.

 

@1:37:11 - Ronny Tulka (Assessio Norge AS)

Okay, but in the browser, but it will also be possible to choose inside HubSpot in the drilldown on the dashboard.

it will.

 

@1:37:22 - Jonathan Riis Gilmartin (sunrise.dk)

You can always find, you will have some different ones. We also have a CSM one that's under review currently.

So it's, you will have the option to change or switch between dashboards. We have a dashboard named Adam, I see Adam.

 

@1:37:41 - Ronny Tulka (Assessio Norge AS)

I think I know who that is.

 

@1:37:43 - Jonathan Riis Gilmartin (sunrise.dk)

yeah, that will be cleaned up. Shouldn't create dashboard for yourself, Adam. We should have one called LadyP, if possible.

Who was that? That's Pernevan. That's important Jonathan, yeah, very important. I just have one called mdayPanelli, anyhow, you need to change that.

Yeah, see ladyp is better. Yeah, that makes sense. I will do that.

 

@1:38:18 - Ronny Tulka (Assessio Norge AS)

We'll do that at 12 when we have our call.

 

@1:38:22 - Jonathan Riis Gilmartin (sunrise.dk)

Correct. What's the most important thing that we do to change the name?

 

@1:38:27 - Ronny Tulka (Assessio Norge AS)

Change the name right now.

 

@1:38:31 - Jonathan Riis Gilmartin (sunrise.dk)

Perfect. Thanks for your patience, Jonathan. No, I will say it's you for your patience. I know it's difficult changing systems and there are always a lot of great questions and I also thank you for that because, you know, again, as you, I'm sure you're also thinking of course, you know, okay, but it's everything defined and I'll say, I mean, we try to define as much as we can, but really all the good questions and definitions comes when you start using it to be honest.

So I think I really like this way of making these changes so we can make it easier for you in the day to day.

So thank you for giving those input as well. They are very important for making the system better for you.

 

@1:39:12 - Mia Lundgreen (Assessio Norge AS)

We should also remember that this is possible, because sometimes we think that, oh, it would be great to have this and this, but we just think that it's not possible, or that it's a reason for why it's not there.

That's an internal decision that has been made. So if we can just try to be creative and ask about things, maybe that's good to have in the back of our heads.

 

@1:39:35 - Jonathan Riis Gilmartin (sunrise.dk)

And please, just I think you're already good at it, but please do keep asking or continue asking questions. I think we had a good question from Daria the other day about connecting a form to a helpdesk channel, and that was something we could do very quickly.

So, you know, just all questions are very welcome, even though I get a lot of emails these days, I would rather have them than not have them.

I'll try to answer Yes, I can get a couple. Yeah, but it's okay. I rather have them than not have them because I know that when you have when we have questions, you are using the system.

So that's good. Thanks.

 

@1:40:19 - Mia Lundgreen (Assessio Norge AS)

Perfect.

 

@1:40:20 - Sarah Galler (Assessio Norge AS)

Yeah, what's the next step now, Jonathan?

 

@1:40:25 - Jonathan Riis Gilmartin (sunrise.dk)

The next step now is I will go back with all the questions I've had. I've been receiving throughout the week, all the like the wishes and different things that, you know, different parts of the group wants or is asking or, you know, that is not some of the quick changes we're just doing.

So, and I'll then do a round off of all those things and I'll make the I'll implement, you know, what we agree in the group.

And then I will let you know of all the things that we talk about what have what has been implemented and what has been what is waiting if there's anything that is waiting.

And then I will make sure that we book a follow-up session for billing and for CBQ. So we have that in the books as well.

Then, yeah, try this, try to use the system.

 

@1:41:17 - Sarah Galler (Assessio Norge AS)

Yeah, well, I think we also need to practice a lot here. exactly. Just ask Mia Göran and Ronnie, do you just have the access to the workspace now called sales, not the customer success any longer?

Yes. Yeah, okay, because I think that that's it's right, but we can look at, if you go into CRM and look at deals, you can still, you still have access to both SSUNI logo pipeline and also this customer success journey there.

Yeah.

 

@1:41:58 - Ronny Tulka (Assessio Norge AS)

you should have access.

 

@1:42:00 - Sarah Galler (Assessio Norge AS)

What's the workspace?

 

@1:42:02 - Mia Lundgreen (Assessio Norge AS)

But the workspace Jonathan, is that the place where you show this, where you can follow up all the customers and there's the like the score on the health score and everything in the customer success workspace?

 

@1:42:18 - Jonathan Riis Gilmartin (sunrise.dk)

Yes, so that sits in that part of the customer success workspace and that's also why I just want to make sure to check if it is something, you know, I'm guessing you would need that overview still in your role, right?

Yeah.

 

@1:42:37 - Mia Lundgreen (Assessio Norge AS)

But I think the other way around.

 

@1:42:38 - Jonathan Riis Gilmartin (sunrise.dk)

couple of months more.

 

@1:42:40 - Mia Lundgreen (Assessio Norge AS)

of course.

 

@1:42:41 - Jonathan Riis Gilmartin (sunrise.dk)

doing some changes.

 

@1:42:42 - Mia Lundgreen (Assessio Norge AS)

Mia, do we really need that?

 

@1:42:45 - Sarah Galler (Assessio Norge AS)

I have 60 customers to take care of it would be great.

 

@1:42:49 - Mia Lundgreen (Assessio Norge AS)

Yeah.

 

@1:42:51 - Sarah Galler (Assessio Norge AS)

Yeah. Yeah, but I mean it's not absolutely necessary, but if we're going to use this in a good way, I think.

 

@1:43:01 - Jonathan Riis Gilmartin (sunrise.dk)

I think it would be nice, but I can use my calendar, as I do today, it's no problem, it's just...

No, but let me talk with Lydia as well, because maybe we have some users, some seats that can be moved around on an interim basis, so we don't have to add cost.

I'm not using it today, so I don't need it, need it, it's just...

 

@1:43:25 - Ronny Tulka (Assessio Norge AS)

But I mean, the sales workspace, Jonathan, we can still use that for all tasks and follow-ups on customers that's already onboarded, so it's same tool, just missing some functions, as you said, from the CS workspace, and that's the difference.

 

@1:43:45 - Jonathan Riis Gilmartin (sunrise.dk)

You will still have all your tasks here, you will still have your due today and overdue, you can also see your schedule, if you want to see in your calendar as well, of course as well, for the different dates.

You can still do that. Penelope, let me just talk because I know that it's like a licensed thing. let me just talk with Lydia.

We might be able to move some users around or something that could give a couple of seats. Because again, if it's only three, would be worse if it were the other way around that everyone would need the sales workspace.

Because we have only, I think, three or four that are sales users, the rest of you are a service user, support or customer success user.

So that's the difference. But let me get back on that. I will ask Lydia about it.

 

@1:44:33 - Mia Lundgreen (Assessio Norge AS)

There's no about the price, because maybe we just decide that I shouldn't have it because I'm here till June because I'm to leave.

Oh, right.

 

@1:44:49 - Jonathan Riis Gilmartin (sunrise.dk)

I'll check with Lydia as well. Just check and it's also your other only it's just yeah yeah it will be three in to see if you know that makes sense so I will ask and I'll talk with her about cool any other questions that make sense to do today or I think we just have to use it and we understand the overall customer journey and then we have to get back maybe she wish could have Q&A session in two three or weeks times because then we can talk more about the details on on the workspaces and how we actually use it and if you have some some tips on getting it more efficient yes so what I'll do is I think not next week but the week after I'd actually like to have a Q&A already so if you have like a full week where you're using the system and then we have a Q&A because in the interim some things will have been implemented

the stuff we've talked about today and some other feedback that we've received and you will also have access to your dashboard.

So you'll probably have some questions and then we can go through those questions in that Q&A again, not next week but the week after.

So I'll reach out to thinking maybe you, you're on a vanilla, we can just find the time that works for everyone.

And then of course, if you have questions ongoing, you're still please share them so that I can ask them.

I will share the training page also. I'm updating this every other day at this stage. So I'm trying to put in like videos, I can just see it show you here as well.

And I'm trying to put in videos and explanations and like a key documents as well. I've put in this anchor.

So if you're searching for something specific, like how do I create a contract? example, I can then see little video on how to do that.

I also did a video on the sales process from A to Z, so you can click here and I also have the sales workspace, a video for that one.

 

@1:47:11 - Sarah Galler (Assessio Norge AS)

And this we find in Sunrise Workspace and you have sent it to us? Or is it just the different links that you have sent to us?

Because I've gotten the different links, but I don't know how to get into this workspace.

 

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

I know it's a link, what I'll actually do is something that will help, I will just do a little thing here.

You put it in the housebook.

 

@1:47:46 - Ronny Tulka (Assessio Norge AS)

Yeah, great.

 

@1:47:48 - Sarah Galler (Assessio Norge AS)

I'll do it for the other countries, actually.

 

@1:47:51 - Jonathan Riis Gilmartin (sunrise.dk)

That was my plan. So it will be one of the dashboards?

 

@1:47:59 - Ronny Tulka (Assessio Norge AS)

Yep.

 

@1:48:00 - Jonathan Riis Gilmartin (sunrise.dk)

See it here, nice.

 

@1:48:04 - Ronny Tulka (Assessio Norge AS)

Then I will put it.

 

@1:48:07 - Jonathan Riis Gilmartin (sunrise.dk)

You're so good at your job, Jonathan. I don't know, I'm trying. Good work. So you have it as an interactive page here as well.

So now it'll sit in Hopspot. Actually, I will do a dashboard called Training Page. But I'll send it to you afterwards and you can find it in Hopspot clicking here.

As well. I think that's a good point that we need to do.

 

@1:48:35 - Sarah Galler (Assessio Norge AS)

So I'll send it right after this session for everyone.

 

@1:48:38 - Jonathan Riis Gilmartin (sunrise.dk)

And again, if you have questions, please let me know as well. And then we can take those questions hit on.

Perfect.

 

@1:48:51 - Sarah Galler (Assessio Norge AS)

Perfect.

 

@1:48:52 - Jonathan Riis Gilmartin (sunrise.dk)

You also, by the way, if you have a new course starting or something, I would also use this Training Page because you have videos on how to connect your email, connect your calendar.

I'll connect your phone.

 

@1:49:01 - Sarah Galler (Assessio Norge AS)

You can see them here.

 

@1:49:03 - Jonathan Riis Gilmartin (sunrise.dk)

I'll connect the email.

 

@1:49:06 - Sarah Galler (Assessio Norge AS)

you very Thank much. Thank you much. Perfect. Great. Great.

 

@1:49:13 - Jonathan Riis Gilmartin (sunrise.dk)

Thank you.

 

@1:49:14 - Sarah Galler (Assessio Norge AS)

Thank you for today. Bye.

 

@1:49:17 - Jonathan Riis Gilmartin (sunrise.dk)

Bye. Bye.

 

@1:49:18 - Mia Lundgreen (Assessio Norge AS)

Bye.

 

@1:49:18 - Sarah Galler (Assessio Norge AS)

Bye. it. What did you say? Are we so happy? So far? I think we have to correct ourselves just to understand that we have to practice a little more than ourselves.

But the logic is much clearer, in a way, it's just 90 grit and you get it in, you know.

Sondra, you gave a good overview of what's going on with Workspace and CS Journey and what's going on. Yeah, but I think it's just a matter of thinking.

It's quite logical, you start working with a new customer, you're in the sales pipe first. And here you have all the jobs you've worked with.

Thank you. Thank also want to say that everything related to the sales pipe is in the sales of Workspace.

Yeah. Yeah. to those who are in sales piping, then the closes here, so there will be handover to the CS journey, is actually called the onboarding journey.

Or at I have. And here it a bit like that, we have very successful in doing the steps, but the point is that it's just one year, and then you actually come to renewal, when you get there, then it's really that you go over in space for that feeling afterwards, so that for me it gives you the feeling to think about it in this way, to understand the different pipelines, and then you have same parallel to this, then you the migration pipeline, but you don't have it yet.

If you look closely at an account executive, there is only this and a CSM has this. I would like to share this with the factoring and billing.

What goes for renewables is that the simple customer success responsibility is start the invoice. It can now be guaranteed to automatize.

It can be four ways to trigger an automatization that puts the customer who is... That is just to understand.

that you are automatically changed to live-circuit stage for now. But when it is over, I would like to that we looking forward to having two openings per year, four that will be put in with notifications and checklists on what we are do, and so on.

So... That was great. Yes, but that was a mistake. I think I choose this one. I am afraid that we are to miss the building and that things are going to important.

No, but we are to get our own education on that. I think it is important to chill out a bit, so in a way, it is bit a But this is good building, there are spores, we have, like, targets and all of this.

But I think that everything we have seen on this is actually the first step towards this. So if you can have what was a bit like he had in mind, focus on all of the things when they go through something that he tries to relate to, then in this, it is...

Is it Is it here? Is it here? It has been nice to get the correct name for things in some way.

Because then it will a little easier to explain. But I also this with... It has to log activities. Did you answers to that, Ronne?

Because I was like... I'm just curious about... Yes, but Ronne. There are log tasks that relate to a part that should land here in sales workspace.

But the activities that are logged here are only related to a customer who is closed. And as soon as a customer is closed, who exists and has an appointment, then this actually happens in sales and workspace.

Yes, but I don't know what that.

 

@1:55:00 - Ronny Tulka (Assessio Norge AS)

Because with the thought that we are not an organization and responsibility there we will be about half a year in a country, I think we will work in the sales work space with the addition of Alredeclosa Kundy.

 

@1:55:26 - Sarah Galler (Assessio Norge AS)

I think that is a bad idea to think about this way, because it is not about the system changing, when we change roles, we change roles.

The point is that you have to have two hats exactly, as far as the customers that you are looking for are actually a CSN hat, which means that you have to use a CSN hat when you work with a new product and have the sales hat.

I feel that it is us who have to an order in sales sector on which hat we have on us.

Yes, I feel that.

 

@1:55:57 - Ronny Tulka (Assessio Norge AS)

I just want try something practical here. and how long it will be for my part. considering that I have have two work spaces that I have to use every day, because now the dis-activity in that work space is dis-activity in that work space.

It doesn't so suboptimal in order to have such a good system that actually Yes, but all the activities would continue to be collected in activities that you are to do.

 

@1:56:32 - Sarah Galler (Assessio Norge AS)

Then they live in different parts of the system, deepening it to a kind of function that the have. I think that if it can be useful that you just have a list of a lot of activities that are up in the series today, where you are not completely up to a new customer or up to a relatively small-scale customer, then the fact that you get activities that are being operated will be very natural that they are needed or will come later on.

Because this is customer work, and this is a new part of the roundabout. I have to go in there.

 

@1:57:07 - Ronny Tulka (Assessio Norge AS)

Yes, and it sounds super nice, Xandrex, that there are customers who just roll the system in front of me in a way, but we are not there for a long time, are there in a way.

And it is certainly me who will have the following customers then, no matter what. And I do not if there is such a thing, if I promise the activities of a customer, then the task will come up regardless of what kind of workspace I go in on.

So that is what I not by the The activities will be taken as pop-up in both the workspaces.

 

@1:57:46 - Sarah Galler (Assessio Norge AS)

Yes, but the point is that if you make a task and you connect it to a part, then it is actually me who is talking about the sales workspace, and so you are like, thank you.

Yes, but if you only do an activity with a customer, it's not like you have to do a lot of different things, but maybe it's just to understand how the system works better, that you try to think of something like that.

 

@1:58:17 - Ronny Tulka (Assessio Norge AS)

Yes, when we get there, and maybe we'll talk about that hopefully, when we get there, we are used to always tagging the activity or connecting it up to different parts, then it might be, as you say, that there will be less mess and be a workspace, because then you to tag up against CS or new sales activity.

 

@1:58:43 - Sarah Galler (Assessio Norge AS)

Yes, I think it will be clearer if you work from the workspace, because it doesn't seem to for me, it's easier to make a task that is related to a part, if you come from CSM workspace, because that's not the logic in our

that the module works, but in sales workspace it's always related to the logic in the system. It's to think out of the different...

I've done everything on a screen, but it's actually to work with the stream system to try to plug it in, but I'm going to follow up my customers in the sales module, which has been built more for sales, right?

 

@1:59:23 - Ronny Tulka (Assessio Norge AS)

Yes, but just let us have what we're discussing now in the thoughts, when the weeks are in the future, so that we correct ourselves on what is optimal to think and do.

I'm not working as a plug-in to the system, but to get the most possible help all the way. Because I'm not completely sure about that, just to that.

 

@1:59:49 - Sarah Galler (Assessio Norge AS)

No, I'm not sure what I'm saying is right, or if we can have what you're correct and test. If we out time, we might to wrap it up in a better way.

 

@2:00:07 - Ronny Tulka (Assessio Norge AS)

Yes, because it will be like you said, when you have something to meet next week and they are going implement some kind of performance process, for example the CS process journey in the course of 14 days, so there is lot that will come to the so we don't know what the is.

And the logic you show there is very nice, but we don't know if it's ideal or new, in such a system that supports us optimally.

 

@2:00:30 - Sarah Galler (Assessio Norge AS)

I think it's quite comfortable, with the principle that has the number in it that is available, but if we have a bit of a map in our heads, it might be easier for us to where it deviates from what we think it means for us, then we fix all these things that we can do with this map.

 

@2:00:51 - Ronny Tulka (Assessio Norge AS)

Yes, and it goes both ways, it's not just in Tartus, but as you say, it's in feedback to Jonathan or the other CSM players.

What is the way to work on it?

 

@2:01:03 - Sarah Galler (Assessio Norge AS)

We just to find it together.

 

@2:01:06 - Ronny Tulka (Assessio Norge AS)

Very good.

 

@2:01:07 - Sarah Galler (Assessio Norge AS)

Thank you God bless.

 

@2:01:09 - Ronny Tulka (Assessio Norge AS)

God bless.

 

@2:01:10 - Sarah Galler (Assessio Norge AS)

Have a day.

 

@2:01:11 - Ronny Tulka (Assessio Norge AS)

God bless.

 

@2:01:14 - Sarah Galler (Assessio Norge AS)

Thank you.

 

@2:01:15 - Ronny Tulka (Assessio Norge AS)

Thank you.