The steps for managing a design project in HubSpot.
Where will I be working in HubSpot?
Our Pre-Press team will be working in two key areas of HubSot: the Sales tab and the Service tab.
Sales Tab:
Under Sales, we track all of our incoming deals and focus on the financial aspect of incoming quotes. In this section, the Pre-Press team will be logging deals for Existing Customers in the Existing Customers pipeline. Additionally, our Quick Quote Pipeline and eCommerce Pipelines provide great insight on the various areas of the business and where we're bringing in income.
Watch the video below to take a guided tour of our Sales Hub!
Introduction to the Design Queue:
In HubSpot, the Design Queue lives under "Tickets" on the "Service" tab. After logging into HubSpot, click on "Service" in the main navigation, then click "Tickets".
How are tickets created?
Design Queue tickets are created in the following ways:
- When a prospect fills out our Quick Quote Request Form, a deal is created in the New Customer Pipeline. Once the CSRs have worked the deal and sent off the quote, the customer receives an email to accept their quote. If they click "Accept" the deal moves to the "Closed - Won" stage in the Pipeline and a ticket is created in the Design Queue.
- When an Existing Customer fills out the Existing Customer Quick Quote Request, an existing customer emails in, or a CSR moves a deal to the Existing Customer Pipeline, and that deal is marked as "Closed - Won" because they would like to be presented in invoice, a ticket is created in the Design Queue.
- When a customer completes an order in the online store, a new ticket is created in the Design Queue.
How to process Existing Customer email requests:
When we receive an email from an existing customer asking for a quote, members of the Pre-Press team or CSRs will fill out this short form. This will automatically create the deal in the appropriate pipeline and deal stage. Here's a step-by-step breakdown of the Existing Customer process:
- Client emails in their request, or the client fills out the Existing Client Quote form
- The designer or CSR fills out the Existing Client Internal Request form which creates the deal in the Existing Client Pipeline and places it in the “Initial Outreach” column.
- When a designer prepares the quote and sends it to the client, and updates the deal amount, a ticket is created in the design queue and the designer takes the ticket from there.
- The designer moves the deal to “On-Hold - In Follow-up” if the deal stays stagnant for more than 7 days triggering automated follow-ups
- CSR moves deal to “Closed Won” when invoice payment is processed
- The deal moves to “Closed Lost” when deal sits for more than 30 days with no activity on the contact record (not opening emails, not replying to emails, no communication at all, etc)
Watch the whole process in action!
The Phases in the Design Queue:
- New - These tickets are new and ready for the Pre-Press team to take ownership of the ticket and begin the digital proof process.
- Assigned - These tickets are assigned to a Designer.
- In Progress - These tickets are currently be worked on by a Designer.
- Paid, Sent to Production - These tickets are done! The client has paid their invoice and the project has been sent to production.
- On Hold - These tickets are on hold for the time being. Automated tasks will remind the ticket owner to follow up with these orders.
What's the difference between "Assigned" and "In Progress"?
In some instances, clients already have a designer they prefer to work with for all of their orders. These are added to "Assigned" to keep them from being handled by others. "In Progress" means the designer is actively working on the project.
Reviewing the Ticket Card
On the left side of the ticket card, you have all of the ticket information, such as the "Status" and Ticket owner.
In the middle, you can see all of the ticket activity, including any notes, emails, calls, tasks, or meetings taking place around this ticket.
On the right, you see all of the information about the client, including the Contact Card, Company Association, and Deal Association. You can click into all of these to gain a true 360 degree view of the account.
The Process of Working a "Ticket"
When a new ticket comes into the "New" column of the Design Queue, you can take the ticket and start to work on it!
- Drag and drop the ticket into the "Assigned" or "In Progress" column, depending on if you're assigning the ticket to you and planning to work on it later, or are actively working on the ticket.
- Click on the ticket to open it on the right pane of the screen.
- Click on the small "Pen" that appears when you hover over the ticket name and edit the ticket name by adding your name to the ticket. Click "Save"
- Click "View Record" in the bottom right corner and review all of the details of the order by clicking on the contact record and the deal record and reading the previous email communications.
- For now, email the customer via Gmail. All of the emails will be logged automatically in HubSpot. In a future state, we will transition to emailing via the Service tab.
- Once you are finished with the ticket and the customer has paid the invoice, move the ticket to "Paid, Sent to Production" or move to "On Hold"
Ticket Automations
- Tickets will automatically move to "On Hold" if no activity has been logged on the ticket for more than 7 days. This is to prevent tickets from being left open for too long.
- Tasks will automatically be assigned to you to follow up with the client every 7 days until we get a response.