Below is the process to follow when manually invoicing clients for systemHUB subscriptions that don't go through Zoho Subscriptions.
Step 1: Iron out the details with the client
The sales team or whoever is handling the client will iron out the details through email.
They will confirm the type of subscription the client will purchase (e.g. annual or monthly) and the subscription price that will be billed to the client.
Step 2: Send a handover email to accounts
After ironing out the details and confirming all the needed information with the client, sales will hand them over to accounts.
The client will be sent "Email Template #1 - Handover to Accounts Email" under the email templates section below.
They should make sure to CC in accounts (mainly Sally) in the handover email.
Step 3: Send the Xero invoice to the client
Once accounts has been looped in and has receive the information from the handover email, they will send the invoice to the client through Xero.
To make sure the client receives the invoice, they will send "Email Template #2 - Xero Invoice Follow-up" and CC in sales or whoever handled the client during the purchase.
Step 4: Send handover email to customer support
Once accounts confirms that the client has paid, they will loop in customer support to set up the client's systemHUB account.
Accounts will send "Email Template #3 - Handover to Customer Support" to the support team.
Step 5: Set up the client's systemHUB account
Once customer support receives the handover email from accounts, they will set up the systemHUB account of the client.
Since the client is manually billed, their account will be set to a trial which will be set with an expiry date based on the type of subscription (annual or monthly).
Customer support will follow steps 2 until 5 of this process to set up a trial account.
Step 6: Log the client in the client in Asana
Go to the "*Manual billing for systemHUB subscriptions" task in Asana.
Under the Admin: section of the task, duplicate the subtask TEMPLATE - [[Client name]] - [[Company name]] and fill the client's name and company name.
Place the subtask under the Special Payment Monthly / Annual Accounts: section as all other sections below it are no longer active or being used.
Go into the newly-created subtask and fill in the needed information such as the client's name, company, email address, etc.
Assign the client's subtask to the assigned customer success/support team member for follow up, and set the due date for 1 month before the client's account is set to renew.
Step 7: Loop in the accounts department for manual invoicing
Once the customer success/support team successfully confirms that the client will renew, they will loop in the accounts department to handle the manual invoicing (step 3 of this process).
They will send "Email Template #5 - Renewal Confirmation".
CC in the client to this email.
Great, let me loop in Sally from our accounts team.
Can you please just confirm the following:
Name on the invoice:
Invoice sent to (name/email):
New systemHUB account owner details (name/email):
And Sally, can you please see XXX's request below, and once we have those details, issue accordingly.
Also XXX, Sally will issue this invoice out through our Xero account and you can pay with your credit card details directly on the invoice.
Once the first payment goes through we can get your account setup.
If you have any questions along the way, let us know.
Looking forward to working together!
I hope you're well.
Just confirming I have sent through an invoice for you, if you don't receive it or if you have any questions, let me know.
Thank you,
XXX has paid her first invoice, can you please arrange her access accordingly.
Here are the client's details below:
Client name:
Company name:
Email address:
Thank you,
I'm XXX, with systemHUB client care. Just checking in with regards to your systemHUB account. Here are your login credentials:
URL link: member.systemhub.com
Username: XXX
Password: XXX
Note: You can change your password once you log into your account.
Also, while you will receive a couple of welcoming messages and videos, I want to draw your attention to one in particular. Dave has recorded a helpful walkthrough video that should get you up to speed quickly.
You can watch it here: https://trackinglinks.wistia.com/medias/06e5to4urs
There's also a new account tutorial in your training section too. Take a look at that and let me know how you go. I'd be happy to help out if you get stuck :)
Cheers,
I have just confirmed with XXX that they plan on renewing their account.
Please process and send their invoice.
Thank you,