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If you’d like to get a sneak peek at the words everyone in Sales lives by, here’s your chance. Meet the team!
The Solution Engineering team works closely with the Sales and Onboarding team colleagues and can be reached by email (firstname.lastname@example.org) and Slack. They are responsible for technical Q&A with customers, demonstrations, the configuration of trial, and demonstration environments.
When to engage the Solution Engineers in the sales process depends on the opportunity. For larger opportunities, they should be engaged in the sales process already after the qualification call and then all the way through the sales process. In addition to the above, they are also responsible for Competitive Intelligence and Data Research. Their main goal is to get as many customers to buy Scoro with a solution that meets their business needs.
To have a better understanding of the division of responsibility in the Solutions Engineering team, take a look at their responsibility grid in the news feed.
The Partnerships team is focused on engaging technology and business advisors to promote and implement Scoro to its customers. They can be reached by email (email@example.com) or through the Partnership slack channel. The Sales team may identify consulting or technology companies that show interest in recommending and implementing the product. In this case, the Sales team can email or Slack the Partnership’s team or use Landmark to mention or tag us to the specific company.9
Partnership’s goal is to recruit, educate and certify partners to become sales and change agents for Scoro across the globe, we source new partners through outbound campaigns and internal staff recommendations to grow our Scoro advocacy. New partners can be encouraged to apply for partnership through the partnership landing page and we can get in touch with the prospect partner to interview and offer a contract – this does happen organically.
To have a better understanding of the division of responsibility in the Partnerships team, please take a look at their responsibility grid in the news feed.
We already know that Scoro is the best work management software ever created. It is the job of our marketing team to make sure that the rest of the world knows it too.
The team works relentlessly to create pipeline by using their marketing power to get people to come to our website and schedule a demo or make a trial account. They are the reason you have new leads to qualify every day. To make that happen, they manage every element of the marketing mix – digital ads, webinars, blog content, case Studies, events, PR and much, much more.
Broadly speaking, marketing efforts fall into two main categories:
Considering that 90% of all our leads and customers find us via online channels, constant improvements to SEO (Search Engine Optimization), Google and Facebook ads, social media channels, our blog, forum posts, email campaigns, etc. are paramount.
Nothing is left to gut feeling – we analyze almost every aspect of every marketing activity and track monthly results very closely. As soon as someone lands on our home page, we’ll start tracking everything there is to know – how they found us, which ad they clicked on, which landing page they landed on, what did they read, etc. All this information is recorded in Scoro. Based on the KPIs we instantly know which marketing channels/activities bring the best results and where it makes sense to spend more money and time.
Even though we use Scoro to its full potential, we’re also helped by other more marketing-focused software such as Google Analytics, Buffer, MailChimp, etc.
If you have a world-changing marketing idea or you simply notice a typo on Scoro’s website, ping the marketing team at firstname.lastname@example.org.
Also, don’t forget that as part of our team, you’re also a marketing channel/face of Scoro, so make sure you play the part.
If you have any suggestions for additional sales collateral or questions about the current ones, please contact the Product Marketing team (email@example.com).
The help team is the backbone of helping our leads and existing clients with their everyday issues. If you or your lead encounter a technical issue, you should contact help to figure out what the problem might be. If you find a bug, follow these instructions to report a bug. You can contact the help team by email (firstname.lastname@example.org).
Before writing to help, always go through those steps first:
The Onboarding team works very closely with sales to make sure all the deals that sales have brought in, get the right start off using Scoro from the very beginning. They take over when you close. The most important details in this phase are setting the right expectations to the client before closing (underpromise, overdeliver), react fast and brief the onboarding team about the client instantly (all you know about what the client has asked and what info you have shared with them), connect the customer with the onboarding project manager and make sure the clients payment is in order to avoid any delays in delivering (check with the Finance team).
To improve the customer experience and make the sales to onboarding transformation easier, we have created an onboarding handover process, where you ensure the onboarding team have all the information they need, so they can continue with the client effortlessly. The goal is to help the onboarding team to deliver what you have expressed we will do with Scoro and avoid the customer from feeling “I just told this to the previous person”. You can always involve someone from onboarding already in the closing phase to make sure we can actually make clients’ wishes and expectations happen and communicate the best workflows and practices to the client. You can contact onboarding by email (email@example.com) and Slack. Be considerate to people who actually make your customers succeed.
Customer Success is a part of the Customer Support team and focuses mainly on our existing clients – how happy they are, what they do and don’t like about Scoro, introduce new features and benefits, and also deals with cancellation requests. She is responsible for tracking their NPS score and churn.
Sales can get in touch with Success by email (firstname.lastname@example.org) if the customer:
The Product team can be reached by email (email@example.com). The most necessary information from the Product team to the Sales team is of course, what are we developing next. The Product team gives an overview of the most important developments during every General Meeting, so once a month. To keep an eye on specific developments, we have created the Backlog module where you can see what is in the works. When a possible client asks for a specific development, the first thing to do is to check from feature requests if this has already been requested and if there’s a decision made. If there is a decision, you can check the status from the backlog. If there is a strong need from a client for a feature you should make one following this. The one who asks might get features – the one who doesn’t – doesn’t. If a similar request is done earlier, make sure you link then, then we see the volume of that specific demand on the market.
The Integrations team can be reached by email (firstname.lastname@example.org) and #integration-team on Slack. The Integrations team is responsible for integrations and some other technical solutions (as these tasks definitely vary).
Some leads need a consultation about different integrations that they are interested in – Pre-Sales will first help you map out if something the client wants is easily doable or not and when there is a need for technical consultation, Pre-Sales can include analysts in consultations.
Sales work together daily with the Finance team. Be it invoice management, debtor management, or sales bonuses – Finance has it all. Probably the biggest touchpoint is with the Accounting Specialist.
The Accounting Specialist is your best friend. She will help you with all invoicing, makes sure clients have correct discounts, all invoices are going out correctly, we actually receive the payments, and manages all debtors and refunds. If you need any help with understanding why an invoice went out, why this amount, needs to change the amount, discount, etc., she’s your girl. To make sure she gets your request, please add a task to the Sales Invoice Task Board using these instructions. Then the request is saved in Landmark under the customer and the requests are responded even when the Accounting Specialist has a day off.
The email address that our customers use for invoice related matters is email@example.com and Accounting Specialist is the key contact for assuring that customers’ questions get the answers needed.
The Financial Controller is your second best friend, as she prepares the commission and bonus calculation files. Each time new calculations are prepared, she informs you, and then it’s your chance to review it and highlight if anything needs to be amended before the payroll amounts are forwarded to the accountants. After that, you may expect positive news in your bank account.
In case you have any business expense claims to reimburse, please check the expense guidelines and traveling guidelines from the News Feed. You can of course always contact the Finance team if you have any questions related to Finance – be it VAT or bonus calculations, you can contact them via Slack.
You will work together with SalesOps on a daily basis. SalesOps makes sure that all sales processes run smoothly & are optimized, customer-related data is correct and sales-related activities are in accordance with the regulations and law. They are also responsible for the Sales team’s training curriculum, preparation & management of the sales process guidelines, and monitoring of sales metrics and reporting.
To have a better understanding of the division of responsibility in the SalesOps team, take a look at their responsibility grid in the news feed. You can contact SalesOps by email (firstname.lastname@example.org or email@example.com) based on the division of responsibilities. In case you have a specific request, add a task to SalesOps’ taskboard, and link the task to the responsible person.
Our lawyer is responsible for everything legal. You should turn to Legal for sales-related legal help if you have questions/issues related to:
You can contact Legal on the above by writing an email on firstname.lastname@example.org – just remember to add all relevant parties in the email cc. In case you send an e-mail regarding legal matters and cc our Legal, then please specify which part is specifically addressed to the Legal.
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