SOP - HubSpot Playbooks

HubSpot Playbooks are an essential tool for managing sales calls, updating orders or claims, and adding client information to profiles. They help ensure consistency, accuracy, and efficient follow-up. However, they may not be necessary for routine inquiries like tracking information or proof approvals.

Sales Calls

New Client

When to Use: For first-time callers who have never placed an order with us.

Steps:

1. Start by gathering the client’s name and creating a new contact in HubSpot (a first name is sufficient initially).
2. Open the “New Sales Call” playbook.
3. Complete the playbook as information is provided, including properties to the left outside of the playbook such as:

• Trade Show Name
• Trade Show Date

4. Record key details like product preferences and timelines to facilitate follow-ups.
5. Ensure all information is saved for seamless handoffs and follow-up calls.

NOTE: You can find a Step-By-Step reference guide HERE.

Existing Client

When to Use: For clients who indicate they’ve ordered with us previously.

Steps:

1. Pull up their contact using provided information (e.g., company name, previous order number).
2. Use the “New Sales Call” playbook to document current needs.
3. If creating a contact leads to a duplicate email error:

• Copy the email into the Notes section.
• Remove it from the Email property.
• Save the contact, then merge it with the existing contact to retain all call data.

Order Updates

When to Use: For clients calling about changes to an existing order.

Steps:

1. Locate the deal associated with the order.
2. Open the “Order Update” playbook to:

• Review existing properties.
• Update information like:
  • Internal Notes
  • Target Approval Dates
  • IHD Date
  • Shipping Address

3. Add relevant notes for future reference.

Custom Orders

When to Use: For clients who have submitted a Custom Order Request form.

Steps:

1. Locate the Custom Order Request in HusSpot.
2. Open the “Custom Orders” playbook.
3. Review and confirm all required information is available.
4. Follow the included checklist to ensure that we have all necessary information prior to reaching out to production.

Support Calls

Pre-ticket Claim Calls

When to Use: For clients reporting an issue prior to submitting a claims form.

Steps:

1. Open the “Pre-Claim Call/Email” playbook.
2. Record key details provided by the client.
3. Document the information in the original deal to prepare for a future claim.

Claims Update

When to Use: For calls regarding claims already in progress.

Steps:

1. Pull up the claim in HubSpot.
2. Open the “Claim Update” playbook to:

• Review existing information.
• Add updates or attachments as notes within the claim.

Following these SOPs, ensures that all client interactions are logged efficiently, enabling smooth transitions and improved client interactions.