Salesforce for Welcome Team Executives
As a Welcome Team Executive, your day-to-day will be structured around your interaction with Salesforce.
This course covers the key aspects of the tools in your arsenal, from using your Partner Report as your game plan, to measuring your success.
Leads for Welcome Team Execs
Where do Leads come from?
By the time you get your hands on a Lead they'll have been worked on by the New Business Team (NBT), making them a Sales Qualified Lead (SQL).
They'll have been booked in for a Consultation with you via your calendar, and the NBT will transfer the ownership of the Lead over to you.
Your first point of contact with the Lead will be the Consultation itself, but you'll need to prep for it so it's worth familiarising yourself with the key information on the lead before you get on the phone.
The initial lead source is recorded further down the page, and records where the Lead first came into contact with Receipt Bank.
While not immediately important to you, it's worth checking to give you an idea of what their journey to this point has been - did they come to us directly by requesting a callback? Or did they attend a heavily-marketed webinar?
This will give you a feeling of their immediate potential to become a Receipt Bank Partner and help you to frame your conversation with them.
You can also use the Hubspot panel to see if they came through a particular webinar - during Fast-Track you'll be able to see if they've attended any more.
Lead Tasks & Events
Leads will typically not have a huge amount of history (and therefore tasks and events) associated with them as they are not far in their journey with Receipt Bank.
However, the events and tasks that are there follow a strict terminology and process to ensure scalability and that anyone can pick up on a Lead another time if they move back up the sales funnel.
Remember, it's important that detailed notes are kept for every one of these!
- Call Out (Follow-Up): Task carried out by NBT when first contacting the lead. Notes contain their initial discovery;
- [Lead_Name] from [Firm_Name] - Consultation: Event booked in for WTE by NBT to complete discovery and assess readiness for Fast-Track. Notes are kept in the 'Consultation Notes' task;
- Consultation Notes: Open task that records the discovery gained during Consultation. Becomes 'Fast Track Account Management' when converted;
- Activation Call: Event agreed with Lead if activation doesn't occur on Consultation, with the aim of activating with account.
When a partner activates their account, their Salesforce entry is converted from a lead to an account.
Before you do so, however, you'll need to check that there's no duplicate information in Hubspot.
When you're satisfied, do the following:
Then, click 'Convert!'
On the next page, you'll be creating the account itself:
Then hit 'Convert.'
On the full account page that follows:
There will likely now be two accounts for this client - one that has come across from the sync with Receipt Bank, which is usually under Elliot’s name, and the one that you have just converted.
To remedy this and tidy Salesforce up:
Navigate to the Accounts tab
Scroll to ‘Merge Accounts’ found at the bottom right of the page
Search for the two accounts (if no two match, check the 7-Day New Partner report in case it was named differently on the account under Elliot Darling or Michael Wood)
Make sure you select the account with the CRN attached as the MASTER RECORD. Then select the relevant fields to merge.
Merge the Accounts.
There will consequently be two contacts now for a single person - one from the Lead and another from RB. Merge these too.
Moving Leads back to Marketing
If, following the consultation, the lead isn't suitable to become a partner, you'll need to:
Other than the Account itself, what else do you need to Merge when converting a Lead?
- The Contact
- The original Lead
- The Subscription
When merging duplicate Accounts, which needs to be the Master Record?
- The one under your name
- The one with the CRN
Fast-Track Partner Accounts
Partner accounts are largely the same for Account Managers (AMs) as they are for the Welcome Team (WT) but you'll need to keep track of some slightly different things.
Over the next few pages, we'll walk through each of the main sections, and the key pieces of information to look out for and maintain.
The Account Detail section details some of the more basic information to do with the partner, and your interaction with them:
The 'Hubspot' section pulls over all the communication being sent to the partner directly from Receipt Bank, so you can see how many of these they've interacted with:
If they've attended any introductory webinars, it'll also show up here.
Opportunities and Contacts
'Opportunities' is a list of all the clients (present and past) that have existed on the partner's dashboard, along with their CRN numbers.
'Contacts' on the other hand lists all the users on Receipt Bank, along with their privilege and any specific information you think is noteworthy, such as their role within the company.
Ongoing Fast-Track Notes
There should always be an active, open task called 'Fast Track Account Management' that contains all of your ongoing notes from interactions with the partner.
This task is absolutely crucial if another WT member gets involved, and the notes will lay the foundations of the Account Manager's work with the partner later in the sales funnel.
Remember; there's only two immediately fireable offences - gross misconduct, and not keeping Salesforce up-to-date!
Adding Users to Training
New contacts will need to be added to our online training platform.
By completing Receipt Bank's basic training, they'll have enough knowledge to prevent your fast-track calls getting too bogged-down in basic support.
Navigate to the Litmos tab in Salesforce (click the + icon in the tool bar, then select Litmos on the next page).
Click ‘Import Contacts etc. from SalesForce in bulk’
Click ‘Import Contacts from Salesforce’
Search for the ACCOUNT on the next page (i.e. LiveCA rather than Chad Davis):
Select the user on the next page, select ‘Send Login Emails:’
You can assign users to courses while importing them:
Then click “Import”
Within the user details, you can then assign them to the course of your choice:
From the ‘People’ tab
Or from the Course itself:
The user will automatically receive their login information, which they have complete control over.
Add the User to the relevant course - if you’re not sure then ask a fellow member of the Welcome Team.
Graduating Partners to Account Managers
Once the partner has met the requirements of graduating Fast Track and will be moved to an Account Manager (AM), their account will need to updated to reflect this:
'Handover' accounts sit at the top of the AM's partner report until they speak with the partner and decide their new league table.
Where do you go to access Litmos, so you can set Users up on Receipt Bank's Training courses?
- The '+' tab in Salesforce's toolbar
- The Contact level
- The Welcome Team dashboard
Your Partner Report
Much more than simply a list of all the accounts you manage, your partner report is your game plan, open all day, every day in Salesforce.
At a glance you can see how many clients each of your partners has repurposed, and whether they're ready to start graduating to the next stage in their Receipt Bank journey.
You'll only need to go deeper into an account itself when you start planning your calls.
Let's look at its format in more detail.
To some extent you can customise the layout of your partner report, but it will always contain the following:
Your partner report is arranged into two main sections:
- Key Account Management
These are firms which have the potential to quickly have over 500 MRR clients. You're their main contact in the initial Fast Track period (which may be more than 3 or 5 clients) and will work alongside the AM and SAM to ensure their plan is achieved
Within these, accounts are arranged based on the league table. This a record of their potential, from highest to lowest:
- Champions League
- 1st Division
- 2nd Division
This structure keeps those accounts you need to spend the most time with at the top of your list, while those with less potential are moved down.
The Welcome Team Dashboard
What is the Welcome Team Dashboard?
While your Partner Report is open in your browser all day every day to help strategize your plans to nurture partners and graduate them as quickly as possible, the Welcome Team Dashboard is provided to you automatically once a day to help measure your success, and that of the team as a whole.
It contains numerous graphs and charts to help you know if you're on track to meet this month's (or this quarter's) quota. At its core, the dashboard puts your efforts in a wider context.
The New Partners Report
In addition to the Welcome Team dashboard (which will be emailed to you once a day), a second report will be visible all day, every day, on the office monitor (whether that's Miranda or one of her siblings).
This report details how many new partners have activated in each territory over the past 7 days. Use it to keep track of whether your team's on target, but also to congratulate your colleagues around the world.
Following the chart is a list of these partners, along with their account owner - if it's Elliott, they're fair game!
Which of these Reports shows the outcomes of this month's Consultations?
Which of these Reports shows how many calls the Team has made this week?
Reminders on Tasks and Events
Tasks & Events: What's the Difference?
Two main types of activity are associated with accounts in Salesforce: Tasks and Events.
These are both created by clicking 'New' on the 'Open Activities' section of the account:
You're then prompted to assign it a name, date, and a Salesforce contact (this is what it 'sticks' to).
The main difference between tasks and events is that the task doesn't appear in your calendar as a fixed instance, and can be moved back or forward as required, enabling you to keep track of updates and so on.
Let's see how this works in practice.
Keeping Track of Tasks & Events
Tasks and events are an important part of using Salesforce.
The task list is essentially a "to-do" list. You can be sent additional tasks by other members of the team and can view them in additional detail by clicking on them, let's take a look.
Here you have a summary of tasks, their status, any due date, and other info like who created them in the first place.
The events view is a calendar of, surprisingly, events that you have been added to. The Salesforce calendar feature integrates and shares data with Google calendar via a third party service called Cirrus, so all the information you need is available in Salesforce.
This is an example of the calendar view, it can be broken down to a daily, weekly or monthly timescale.
Within every Task or Event in Salesforce is a section labelled to enter any notes associated with it. In Tasks, this is called 'Comments,' and in Events this is the 'Description:'
These can include:
- Minutes of the call and information gained;
- Plans for the meeting;
- Information on how the task is progressing;
- Basically, anything that you need to know about that task or event!
Notes are incredibly important.
We should always strive to include as many detailed notes as possible so that we're able to keep track of what's happening on an individual account, but also so that our colleagues can see what's going on if they have to deal with an account while you're not around.
Remember - there's only two immediately fireable offences: gross misconduct, and not keeping Salesforce up-to-date!