Best practice for deal post-sales status?

[HashmatullahSha]

We have a SaaS business and we use HS to track deals from early stage until close. Once a deal is closed, there is an implementation proce192.168.1.254 ss to get a new customer live with our product. We'd like t10.0.0.0.1 o track how each deal is progressing in the implementation process in our CRM so we can understand areas where deals are getting stuck.

We thought having a second pipeline for integration, with the various integration milestones would be an elegant solution, but since the same deal can't be in two pipelines (a sales pipeline and an integration pipeline) this solution gets messy and overcomplicates our data. 

Wondering if it's best to create a cusom field with the various implementation steps. If we did that, is there a good way to create a pipleline style report that would show where deals our in our process?

Thanks in advance for your advice.

[drafeedie]

We have the same requirements here and have moved to workflow automations within Service Hub. We have all implementation tasks broken out into their own pipeline for easy tracking and visiblity versus the regular service tickets. Would be nice to have automation to create tasks within the tickets, but that functionality does not exist for now. 

[AUntracht]

HI @HashmatullahSha- 

Would you minnd sharing an update on how you chose to proceed? I am running into the same challenge and looking to automate the assignement of various tasks base on products purchased and be able to track the same way i can with sales.

[Dan1 · Accepted solution]

Hi @HashmatullahSha , 

Nice to meet you, @natsumimori thank you for the introduction. 

In my last SaaS company we had a very similar structure to you, our Customer Success team was broken out into the Implementation Team, Account managers and Customer Support. 

The implemention team looked after the customer alongside the account managers for the first 90 days ensuring they hit certain milestones within that onboarding phase. 

We did use deals to handle renewals at the time I put together a video detailing how we managed our renewals process inside of HubSpot using deals. This was back in 2017,  the more upto date version is below: 

However, our implementation team, didn't use deals to track the onboarding progress, they used properties as you also suggested. For the same reasons you mentioned we didn't use deals as that got in the way of reporting etc. They used trello  in combination with HubSpot properties to ensure they were on top of their work. 

In my current software company we don't have an implementation team, but if I was setting one up today, I would also look at potentiallly using HubSpots service hub and the ticket structure. It's worth asking your HubSpot customer success contact whether it might be applicable to the implementation process. 

I hope this helped you 🙂 

Kind regards,  

Dan Currin 

Co-Founder 

OrgChartHub 

GeoMapper 

OrgChartHub & GeoMapper named in the Top 30 HubSpot Apps 

[natsumimori]

Thank you Dan for your detailed response!

[natsumimori]

Hi @HashmatullahSha , thanks for your post!

I wanted to tag in @HubDoPete and @Dan1 who have shared great knowldge around sales pipelines in the Community. Pete and Dan, would you be able to share your advice here?