Here is a description of the use of each Pipeline: 

• Website created: For the direct annual website subscriptions.

• Store Created: For the direct annual store subscriptions.

• Website Annual Renewals: used for follow-ups on annual websites subscriptions.  

• Store Annual Renewals: used for follow-ups on annual Store subscriptions.  

• Website Annual Retention: used for follow-ups on the churned annual website subscriptions. 

• Store Annual Retention: used for follow-ups on the churned annual Store subscriptions. 

• Email subscriptions: used to add customer’s subscribed email packages info.

• Email Renewals: used for follow-ups on Email subscriptions.

• Email Related Products: used for adding email license in the middle of the term or Email Plan Upgrades, to avoid creating a renewal deal each time you win an add license deal. Adding license chargable amount is depending on the remaining period until the emails' renewal date with a minimal days count of 7 until renewal date. Example : Remaining 14 days until the renewal date ( Zoho Mail 5 GB ), you'll divide the license cost to 12, which is 12$ in this case, multiply this number for the remaining months, 7 days will be considered as 1 month, 12/12=1$, 1x1 = 1$ Chargable fees for the customer for this add license. Add-ons storage are dependant and relies on Zoho's Calculation, thus, upon adding Add-ons storage, you'll need to communicate with Mahinaz to tell you the chargable fees for this storage add-on.

• Domain Name: used to add newly purchased domains deals and domain transfers.

• Domain Renewals: used for follow-ups on Domain subscriptions.

• Domain Related Products: used for products like Domain Deletion, Domain Block – Country Level, Domain Transfer & Domain Privacy Protection. To avoid creating domain renewal deal each time you win a deal with the mentioned products.

  • There is 2 cases when it comes to Not .com Domain Names product:

    • A customer paid for a package that includes a domain name. In this case, the customer will pay only the price difference between the normal domain fee and the Not .com Domain name. The deal in this case will be WON in the Domain Related Products Pipeline.

    • A customer paid for a plan that doesn't contain a domain name. In this case, the customer will pay the Not.com Domain Name fee in full and will be renew on the same price. The deal in this case will be WON in the Domain Names Pipeline.

• Web Creation: used for paid website creation deals.

• Installments: For following up with the customers that paid with installments. (Exceptions only through Metwaly & M.Rostom)

• Plan Upgrade: used for the plan upgrade payments. 

  • Cases:

    • Upgrade in the middle of the term: won the paid amount in the Plan upgrade pipeline. Then change the line item and the deal product in the renewal deal.

    • Upgrade while renewing: Change the line item and the deal product and won the renewal deal directly.

CRM Line Item: 

• Make sure to add the proper line item for each deal. And make sure that the deal amount is updated with the correct amount.

CRM Deal Product: 

• Make sure to add the proper deal product for each deal. As based on the deal product, multiple workflows triggered by this product.

CRM Tasks: 

• Each call with customers should be added as an activity to the renewal deal. “Even no answer calls”.

• Opened renewal deals should always have a scheduled call activity with a date and time. 

• Always make sure to make the scheduled calls on time, and there is no “overdue activity”.

• Task types in use:

  • Log Call >> Used for calls that already done.

    • While logging a call, you should fill the following fields:

      • Contacted: Make sure to associate the call to the Contact too.

      • Call Outcome: No Answer, Busy, Connected etc…

      • Direction: Inbound or Outbound.

      • Date And Time: When exactly this call happened.

      • Describe the call: Write what happened in the call.

  • Log Whatsapp >> Used for whatsapp conversations.

    • While logging a call, you should fill the following fields:

      • Contacted: Make sure to associate the whatsapp task to the Contact too.

      • Date And Time: When exactly this call happened.

      • Describe the Whatsapp Message: Write the Whatsapp conversation.

  • Task >> Used for future tasks. Like Follow up calls, Renewal Reminders and so on.

    • While logging a call, you should fill the following fields:

      • Task Title: Enter task title. What would you do in the next call.

      • Due Date: Set the date and time to the task.

      • Send Reminder: You can set up a reminder as per your desire.

      • Type: To-Do, Call or email.

      • Priority: Set up the priority to Low, Medium or High.

      • Notes: If you want to leave a note to remind you of something, type it in the notes

      • Association: Associate the task to the contact too.

  • Meeting >> Used for scheduling meetings with the customers to explain how to use a new feature, for example.

    • While scheduling a meeting, you should fill the following fields:

      • Date: set when the meeting will be held.

      • Start & End Time: set when the meeting will start.

      • Duration: set the duration of the meeting and the End time will be set automatically.

      • Meeting Type: Demo, Onboarding.

      • Attendees: Select the contact from the dropdown list.

      • Select Location: From the dropdown you can choose if you want to hold this meeting through Zoom Or Google Meet to generate and include the meeting link in the invitation automatically.

      • Attendee Description: If you want to write a note regarding the meeting for the attendee to see while accepting the meeting.

      • Add Internal Note: If you want to write a note just for the team. The Attendee will not see it.

    • Note: The beauty of using meetings that:

      • A task will be created automatically with date and time.

      • A Zoom or Google Meet Link will be generated automatically and included in the customer invitation and the task created in the CRM.

      • The meeting will be listed automatically in your calendar with reminders before the meeting.

      • So it will be much easier to schedule a meeting through the CRM.

Missing Features:

This is One of the most Crucial tasks of all. Without adding all the requested features our customers ask for, the product will be led to other direction. Any successful SaaS company relay on the customer's needs and how the product improve with their requests. And to make Data Driven Decision, this is the field we need.

• If the customer asked about any missing feature, make sure to list the requested features field. This is very important for product development purposes.

• If you didn't find what the customer asked for, please add the new requested feature to this sheet.

We’ll be using the following contacts as a live case example to demonstrate how to the CRM process should be.

Account moved from:

User ID: 286102

Name: abdulmajead mustafa

Email: abdulmajead.mustafa@icloud.com

Account Moved to:

User ID: 338676

Name: Seven Stars

Email: 7starsclinics@gmail.com

The case here is, the customer requested to move the website from account to another. We initiated the request from the backoffice and made no changes in the CRM. That off course caused an issue that the deals are now associated with the previous contact. But the right situation should be as follows, associate the deals for this specific website to the new account. To find all deals in the right place. Please follow the steps below to finish the task on the CRM:

1. Go to the contact holding the deals.

2. Open the deals that you want to associate with the new contact.

3. After opening the deal, click add on the contact card in the right-hand sidebar.
   
   
   
   

4. A new side menu will pop up, search for the new contact email, select it then click Next.
   
   
   
   

5. Click Save.
   
   
   
   

6. Hover over the old contact card, a small menu will appear. Click on More, then click Remove Association.
   
   
   
   

7. Now the deal will be only associated to 1 contact, the right one.
   
   
   
   

8. Do the same process to the rest of the deals that should be associated with the new contact.

9. After finishing associating the deals, the new contact should show the deals in the new contact right-hand side deals card.