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Passing a Lead to Sales

Overview

Use this workflow to pass a Zendesk ticket to a sales person for a quote. Sales territories are segmented by region and size.

Noting size is defined by:

  1. Large (2000+ total employees)
  2. MidMarket (100-1,999 total employees)
  3. Small business (0-99 total employees).

Workflow
  1. NEW BUSINESS - a user does not currently subscribe to a GitLab subscription and wants a quote from sales.
    • Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the Type field in the SFDC account record (Customer vs. Prospect). If prospect account is found, and Account Owner contains a sales rep, pass the ticket to the Account Owner listed using the Pass to Sales ZD macro.
    • If the account is in SFDC, but there is no Account Owner listed, use the Sales Segment (Large, MM, Small) and Billing Address to determine which salesperson the request should be passed using the Pass to Sales ZD macro based on Sales territories.
    • If the account is not in SFDC, respond to ticket with the New Sales Quote ZD macro.
    • Common reasons to escalate to new business sales:
      • prospect needs to pay via a form of payment besides credit card and the deal size is more than $1,000 USD
      • prospect has a PO (purchase order)
      • prospect requires a quote prior to purchasing
  2. RENEWALS - a current customer wants a renewal quote.
    • Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the Type field in the SFDC account record (Customer vs. Prospect). Note the Account Owner and the Opportunity Owner of the upcoming renewal opportunity. Pass the request to the opportunity owner.
    • If the opportunity and account owner is listed as "SFDC Admin", check the Sales Segment field as this is likely Small Business. If so, use the Sales territories reference to identify who it should be referred to using the Pass to Sales ZD macro.
    • Common reasons to escalate to renewal sales:
      • complaint with request of credit (ex. GitLab.com performance has been terrible, they want credit)
      • any paper quote request for orders more than $1,000 annually (has a PO, can't pay via credit card, need an invoice prior to payment)
      • downgrading product tiers
      • transitioning from one product to another (GitLab.com <-> Self-Managed)
      • downgrading the number of users
      • renewal cancellation/refund other than SMB
  3. Follow-up workflow for tickets which have been escalated to sales: daily, review the tickets which have been escalated to sales, requesting status and closing as possible. (pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)
    • Ping in Slack (#sales for new business, #account-management for renewals) if ticket is urgent or the copy to the sales person was not answered.
    • Copy the manager on the 2nd ping in Slack.
    • Find sales managers on the GitLab org page.