#Unpacked EP7: Deal Automation & Workflows

George: On Tuesday, we were talking about work flows. We talked about how we had just scratched the surface. You jokingly kind of said, well, you know we could go into deal automation and probably have a whole another episode. That's what we are doing today. We are going again and talking about deal automation. Remington, do you happen to have comments up so that you can view and kind of pay attention to those?

Remington: I don't, but I can pull them up.

George: So if people do leave a question or a comment in the comment section that we can get to that and answer that. You know, we love to play the emoji game. This week, if you like well, this episode. If you like what we're throwing down. Make sure you use the drop the mic or the mic emoji, so that we know that you love what we're doing. If you are not using deal automation or wish you had access to deal automation, then simply use the sad face and we will know what you're saying. Leave your comments and questions as we go.

George: Remington, as we dive into this Sprocket Talk unpacked episode fine sir. When you think of deals and automation, what do you think of? I'm super curious. Let's go ahead and get into this.

Remington: Yeah. I'm going to answer Brandon's question, because we do have a comment already.

George: Nice.

Remington: Brandon, we will have this available outside of Facebook if you can message the page with your email address. We'll send you a direct link.

George: Oh yeah. Yeah, yeah.

Remington: Oh yeah. All right. Deal automation. I feel like I got to get it ready, we're going boxing or something.

George: Yeah, yeah, yeah, yeah, yeah.

Remington: Deal automation is a lot of fun. I'm [inaudible 00:02:17] since HubSpots allowed for that to come in. Because it used to all be at the contact level. There's a couple things that can get a little crazy with that is if you have two deals, for the same contact suddenly things could get kind of sticky in regards to the right people being in the right lists. If you have an older platform where you were doing your deal automation like a contact has a deal in this stage, you need to update it so that it's just the scope of the actual deal itself. Where I'm going with that is between the required [inaudible 00:02:59], automation for a second. And then the option for deal stage based automation. Now suddenly you can set up reminders for internal tasks. You can make sure people have their stuff. You could even push for automated followups using marketing. That kind of thing. There's a lot of fun in that regard.

Remington: I'm a big fan of having timeouts. Three days after someone's in a certain stage, send a note to the sales team. Saying, "Hey, any update on this." Then, five days later, right. At this point it would be late. Send a note to the manager saying, "Hey, maybe you should checkup on this." There's so much fun you can have if you're trying to really push and automate your sales team.

George: Yeah, I love that. Here's the thing. I want to take maybe five steps back to get 20 steps forward. When I think of deal automation. When I think of sales automation, my mind goes to that by all that is holy, please make sure you have your pipeline set up the way that it really needs to be set up first. Because if you just dive in there, and you start doing all of this automation to a set of deals that doesn't make sense for your process. Then the automation isn't going to make sense. Your sales team is going to get pissed. They'll be like, no, I'm going to ignore it all. I'm going to turn off all notifications.

Remington: That's true.

George: I don't want to hear any of this. The first step to having amazing deal automation is making sure that the deals, the pipeline is set up in a way that it needs to be set up. This may mean right now Sprocket Talk viewer, that you need a multiple sales pipeline. Maybe you can't rock just one pipeline anymore. Maybe you need two or three. Let's not even talk about how that could be helpful from a reporting standpoint. But because maybe the things you sell, there's a different process. If you're going to automate the process, then we have to think granular. That's where I go, Remington.

Remington: Yeah, and we talked about that on the last episode where we were talking about your automation or the workflows tool actually being very, very specific like sniper rifle style. You know in regards to automation. If you take that a step further, you're really able to kind of get that, you know get that going in the deal stages. In order to have deal based automation, you have to have Sales Pro. That is technically the first thing you would have to do.

George: Yes, yes.

Remington: But once you have the Sales Hub Pro, then a lot of times people go straight to the work flow tab. They don't actually live there as a start. One of the things that I thought was very interesting if you're going into your pipeline editing, so you can have all your stages. There's now an automation tab there.

George: Yes.

Remington: Which shows you the triggers. You could have a trigger for every single stage.

George: Yes.

Remington: And there's a whole bunch of reasons why.

George: Yeah, so just to recant that. When you're thinking about going and checking this out, go into settings and then go into deals. Then you're going to see pipeline. Once you click into the pipeline, you'll see the tab for automation.

George: You know, one of the things that I want to call out, because you know me. I'm a big fan of internal emails. When it comes to the marketing work flow.

Remington: Yes.

George: I'm not ... I mean it's there. If you want to call that out and why sales teams need to use that, you can Remington. I'm just going to lay that out there. For me, when I start to think about sales reps, I realize that sales reps are super busy. They're always on the move. They might not be in the office. They might be driving on location to actually talk to somebody i.e. a pool sales guy, or maybe you sell construction equipment. You're going to talk to somebody at a job. The ability ...

Remington: Or fences.

George: Fences. Fences is good too. We don't mean like the guys that do fencing. Fences to keep your dog in, that kind of thing.

Remington: Sure.

George: I love the fact that you can send internal SMS messages out to your sales team. Because God knows everybody has their mobile phone on them at all times. I'm surprised they haven't made mobile phones so you can just shower with them. Like the back side is like the scrubby thing. That you're like actually using to clean yourself with. That's going to be the new technology. It's going to be like a bar of soap, a scrubby, and a phone all in one. In all seriousness ...

Remington: You could totally do that with a case.

George: Well, there you go. That would actually be pretty dope. Million dollar idea on Sprocket Talk unpacked.

Remington: We'll call it the iloofa.

George: There we go. Trademark that junk right now. Here's the deal, but seriously. An internal SMS two year sales team really, really makes sense.

Remington: I love that, and that's one of those things that a lot of times that people don't know that's there. SMS, outgoing SMS is something you'd have to add on with an integration. Internal is available. You can have a lot of creativity with that. When we're talking sales, internal emails are not necessarily something that I enjoy for the sales team. The sales team needs to be thinking about their inbox in regards to closing deals and getting the good old GSD.

George: Yeah.

Remington: When we're looking at from a sales opportunity, or sales deals and pipeline kind of thing. I'm a big fan of going into the tasks. Especially if you have a clearly defined sales process. What you don't want to do is in marketing they say that if everything's bold, nothing's bold. It's almost the exact same thing if we're dropping in those emails.

Remington: There's two reasons why you'd want to remind a salesperson to do something. One is because you're not sure they're going to do it. Then, the second one is is so that there's visibility that someone has actually done said task. What you can do is you have that internal SMS that goes to the person while on sales location. But you could also create that task that says, make sure to followup with Peggy Sue for her fence. That would essentially be that reminder instant if they've got some time. But then also, that task for followup when they get back to the office.

George: I love that. I love that, because it's all about the followup. You know, there's a word Remington that I really do. I hate to use the word hate, because hate is such a strong word.

Remington: You said that twice.

George: It does somewhat disgust me maybe, and maybe that's worse than hate. So maybe I don't want to use that word. When people make up their own terms and like these words come out of mixing up words together. What I'm talking about here is smarketing. Right. The smarketing. It just drives me up the wall.

George: However, when you're talking about deal stage automation and you're talking about the sales point of view. There is this side of marketing that you have to remember. You have to pay attention to the this is smarketing. Sales and marketing working together. One of the things that I love about the sales automation is also the internal inept notifications. Right. You can ...

Remington: Yep.

George: You know who lives in their HubSpot portal pretty much all day long. Right. The marketer. The marketer's working on a landing page. The marketer's working on a form. The marketer's working on a pop up. The marketer's building lists. I could continue on people. Us marketers, we do some work people. Now, when we're in that tool, it's almost like our cell phone if there's an automated in app notification. Ding. We see it. We're like, Bob sold XYZ, that means we as marketing maybe need to do this thing. Or it's well, I don't want to let that one out of the bag. I got another tip that I'm going to talk about here in a hot minute.

George: The idea of being able to send those in app notifications with the deal, work flow is a super, super dope in my opinion.

Remington: Yeah, so slack messages can also tie into that guy.

George: If you have the integration.

Remington: If, yeah. If you have the integration. I think that must have changed, because ...

George: It's locked right now, bro. It's locked right now. I'm going to tell you.

Remington: I know.

George: I was like, what the hell?

Remington: So we have sales professional ... We have sales professionals so that must can only mean that that's a sales enterprise feature now, folks. We're going to go ahead and check into that. From a ... We do have slack integrated for marketing. Integrating for sales, it must not be. That's kind of peculiar. When we did have access to that, that was super cool. That's something we will have to look into.

George: Back in the day.

Remington: Whenever you can avoid email it's really big. You know, you're talking about smarketing.

George: Yeah, smarketing.

Remington: A lot of times, marketers are going to be the ones setting up these deals stages. I'm not riffing on marketers at all right now. It's incredibly important going back to this if everything is bold, nothing's bold. Marketing is there to serve the organization and help increase revenue and growth. I'll get off my soap box in just a second.

George: No, it's all good.

Remington: When we're thinking about ...

George: Preach it brother.

Remington: When we're thinking about this automation. Right. It could be those internal emails that you would create. This is where an email's a really good fit. Put in an internal email that says, at this stage people typically like more information on case studies. Here's the case studies. Essentially imagine that internal email coming across. Let's just call that the silver platter email. That silver platter email is giving that lead information. You could give context, but you could also give some really compelling resources. What's really fun is you could have conditions. If someone said what industry that deal was in, or what industry that company's in, you could give related resources that are available, because they have Sales Pro.

George: Yeah, yeah. I love that. Remington, let's take a pause. Let's look at the comments. Let's see if there is anything that people are saying. If they have questions. If they have left the drop the mic emoji or the sad emoji. What do we got going on there?

Remington: We do we got, got ...

George: Yeah, I don't know.

Remington: Hang on. Facebook is failing me now.

George: It's Thursday. Well, I'll give you a minute. I'm going to go ahead and go with one while you check that out. Here's the thing, we've mentioned smarketing. Right. You mentioned revenue. We've talked about sales and marketing together. You've mentioned internal emails in a kind of use and maybe not important on the sales side way. I'm going to tell you, one thing that I absolutely love, and I wish that more companies would implement is the idea of a revenue team. Sales and marketing is simply a revenue team. They are trying to drive revenue to ...

Remington: We got one of those.

George: We have one of those. I want other companies to do that. Here's the thing. Here's the thing, though. When I think about deal automation. Remington, most companies when they slide that deal. They've gone through five stages, seven stages, maybe some companies it's 16 stages. Please simplify your stages. When they've drug all those stages across, and they get to closed one. You know what happens? Nothing.

George: All of that work, and they get the closed one and nothing happens. You know what I think should happen in every organization out there. Anytime a sales rep drags it to close one, there should be an internal email to the entire revenue team saying, ding, ding, ding, ding, ding, ding. The bell is ringing. We just drove some revenue. We just had success, because we don't pay enough attention in this world to the times when we are successful at a micro level. That drag to close one and an automated you guys are awesome message to our team I do believe would go miles, Remington.

Remington: Yeah. I love that. Especially we started talking about the context of that win. Imagine how valuable it would be from marketing to get an email that had ding, ding, ding we won with a whole bunch of bell emojis. Also, having some statistical stuff that this person's open to close date was this long. All of that info. There's a lot of really substantial value there. We did a podcast episode on a different podcast We Finding Growth with Joey Coleman. That's a perfect time to trigger that and get things rolling. We can jump in that. We do have some questions.

George: Okay, beautiful.

Remington: We have: How do you go about setting up SMS notifications in HubSpot internally? In that regard, how you do that is obviously you have to be in your deal pipeline settings. I believe you can do that in marketing as well. Then, you're going to press the little plus icon on the line in regards to an action that would be in your workflow. You're going to click see more. Because you're going to have recommended more, and it'll say create task. At least that's what it does for me. You're going to go down to internal communication. They're bright green [inaudible 00:16:56]. There's send internal SMS. Once you do that, you can specify HubSpot user, because what's awesome is the HubSpot user's phone number and information and profile should be in their portal. You can specify user, and just click there. Or you could specifically send a text to your CEO with a smiley face emoji that says, we just won $50,000.

George: Yeah.

Remington: So like he could be getting those all day long, and now he's literally getting a ding, ding, ding.

George: Yeah, and a couple pro tips there. One, you have 160 characters, doesn't mean you should use that many. You can use deal tokens in that SMS, so you can automatically pull in and make it very reusable over time, over time. That is amazing.

George: Remington, are there other questions?

Remington: Just a deal workflow was another question as well. I believe that that is tying into the SMS thing. No, it does work for marketing as well. It's just in a slightly different spot.

George: Yep, yep, yep. Okay. I think if I ...

Remington: We've got two microphones. What.

George: Oh right. Mic drop, baby. I think if memory serves me correct. You are next find, sir, because I was talking about revenue teams and bells ringing when we make money.

Remington: Yep. We're talking about contacts, and when we think about deal based workflows, a lot of times you think of they're in ... you know contract sent. Right. You can have different things going on in there. When we start talking about the filters, you may not have filters. You know, you're going to want to not have too many workflows based off of one deal stage. But if then conditions are going to be incredibly important.

Remington: I'll give an example. If we have someone go through our deals by blind, and we're a marketing agency. They come in, and we know that this is going to be a two year retainer for marketing, and we're doing video, and we're doing all these other things. The timeframe for that might be slightly different than if they're coming in for a website, or they just need a logo. Right.

George: Yep.

Remington: If you know that in your sales pipeline, you could have a different sales pipeline if there's different stages. If they go through the different stages, you can keep them all in one spot. Just leverage your if, then statements in your deal workflow. You could make it so it's different timelines. You could make it so that it's based off of the deal type. Right. You could have a deal type choice box. That kind of thing makes it so that now you're making sure [inaudible 00:19:28] ultra contextual stuff going on.

George: Yeah, yeah. So here's the thing. I love that by the way. That was a really good one. Here's a little side note. You know why I keep going like this, and looking over? Because I realize ...

Remington: Yeah, I'm trying to figure it out.

George: I realize and look that way, I'm looking at you in the video.

Remington: Got it.

George: When you're making a comments, I'm like this.

Remington: You're like, say what.

George: I'm in shock, and so when we pull these out as teasers, that by the way you can go to the Sprocket Talk YouTube channel. Hit that subscribe. Hit that bell while you're there, you can watch these little micro-teasers as well. You should share those out with your friends. There's a bunch of knowledge on that Sprocket Talk YouTube channel.

George: Hey, Remington, here's one I like. Here's the thing. This is the we're talking about deal automation. We're thinking sales, right.

Remington: Yep.

George: When you think about sales, is there another division that you think about in the company that sales might have to deal with?

Remington: Service.

George: Buddy, there you go. Here's the thing, most companies they think of service as when poop hits the fan. Right. Our service is there to help people when they're having an issue.

Remington: To clean up.

George: To clean up the mess.

Remington: Right.

George: Here's the thing, service is also a big part or should be a big part of onboarding. Here's the thing, when I think about the sales team, and I think of this relay race. I think about passing the baton off from sales to service for onboarding. It is super dope that you can actually create a ticket, that's right. A ticket, the place where your service folks live. You can create a ticket automatically to launch that onboarding, and it is just a nice hand off from sales to service. Service starts to run with onboarding into fulfillment into creating advocates. Then, you got people talking about you, because your process was so freaking amazing from marketing to sales, sales to service, and beyond.

Remington: I love that you brought that up. There is a chasm in a lot of cases between those two places. What I mean by chasm is a deep, dark hole. It's a well where you drop a glow stick down there, and it doesn't stop.

George: Or like the Grand Canyon.

Remington: Right. Yeah, but dark and really spooky.

George: There you go.

Remington: But as you were going into that like, so I'm a big fan of having two closed one stages in your deal pipeline. When we do that, you could have one, woo hoo we won the deal. Sales gets the ... everything's good. [inaudible 00:22:14] extra questions and stuff, or like those hand off notes that you might want to drop into the CRM. They could to your point be done in a ticket where sales still gets to stay where they're at. You could create that ticket, and then you could also copy deal fields over into that. Now what you're doing is sales is unpacking all the goodness, and making it so that it's lining it up for success from the get go.

George: Unpacking the goodness. You know, when I think of unpacking the goodness Remington. I want to actually step out of this automation tab. Yet, still talk about things ...

Remington: All right. While you're stepping out. We have sudden death in two minutes.

George: Yeah, yeah, yeah. It's all good. I don't know how well we're going to do a sudden death. This is a new thing we're adding, by the way.

George: I want to step out of the automation tab, and I want to talk about something that you can automate inside of the deals, and that is the collection of the data that you need to move forward. That's right, there is a place that's inside your deals. Where you can say, hey, when I drag and drop. Or when Bobby, or Jimmy, or Suzie drags and drops this deal stage to this other deal stage. Make sure make it required that we collect this data point and this data point. When they move to the next one, we need this one. When they move to the next one, we need this one. You can make sure that your sales representatives, service representatives, marketing professionals, whoever is putting the information into these deals that they need to have in them along the entire way so you don't get overwhelmed as a professional. Feel like you got to spend like 20 minutes dumping in data. No, you can dump in data over the journey. I love the fact that you can do that in here as well.

Remington: Yeah, no that's a really great point, because when you're trying to get people to fill out that contact record, especially sales people. In some cases, they can not have that info, and it can be a little problematic. This is where workflows come in really handy, because imagine you're a sales manager. If you play Monopoly, do not pass go, do not collect $200. You could have it so where if they don't fill out all of those fields, or all of those things are required. They move it into the next stage, because they somehow game the system. You could make that workflow, throw it right back.

George: Yeah. Yeah, yeah.

Remington: So there's a lot of fun there.

George: It's crazy. It's crazy. Well, I can't believe it. You're about to start sudden death. Hey, if you like this episode, because this may go inherently all sorts of wrong. Right now, if you're liking this episode, make sure you drop some mics in the comment section. If you're not using the deal automations right now, make sure you put the sad face in there so we know. If you're watching this after the show is over, then make sure you leave comments, questions, so that we can get to those. And if there is something that you would like us, Remington Begg, and myself to unpack in a future episode, next Tuesday, next Thursday, or weeks later. Hit us up. Let us know. You can email me george@impostcreative.com. I'm sure you can email him too. You can find us on the Twitter.

Remington: Email George.

George: @georgebthomas, @remingtonbegg. Yeah, Remington's like no, email that cat. Okay, so let's go ahead and do this, Remington.

Remington: We had a lot of fun on Tuesday's episode where we just start going like actual actionable tips. Like you could take any one of these things and just run with it. So what we're going to call [inaudible 00:25:49] last five minutes of the episode, of each episode. We're going sudden death on the topic. We're talking actual examples of things that you could do. We're just going to keep ... like I'm going to riff on one, and then George is going to riff on one. We're just going to go, go, go for the next well now four minutes. So I just wasted a minute.

George: It's all good.

Remington: I'll start.

George: Okay.

Remington: I'm a big fan of as soon as something drops into the opportunity stage, feedback for the marketing team that I just said as a salesperson that this deal is qualified in something that I'm going to work. So, at the point of me making that decision, understanding which information is super important to the marketer. Right. We talked about the Holy Grail of lead cheats. Imagine the Holy Grail of marketing Intel. As soon as you bring it into a stage, it automatically automates that internal email. I think that would be super awesome.

George: Yeah, without a doubt. Here's what I'm going to say. I'm going to back up another five steps. I'm going to say, with deals in general. Just because it's a sales tool, and just because it says deals doesn't mean that you can't use it for other things. I'm going to give you two examples. One, it could be the flow that you follow for fulfillment if you're actually offering some type of training, or service, or over a timeframe. Two people that like what you do or buy what you do. So fulfillment steps. Anything that has to do with steps.

George: The other part of this is, and you mentioned it Remington. I was like, I'm going to save that for the last four minutes, five minutes of the show. That is you can make it into the process that Joey Coleman talks about where there's the eight, eight A's. The advocacy and all of these things. The steps, the first 100 days. When you get a new customer, making sure that you're following this flow on a certain amount of days. Because Remington, I'm tying it into the sales deal automation. There is the delay button in there. You literally could say, once they're in this deal, wait 21 days and then go ahead and send me an internal and now we move into the next deal stage. Now, wait seven days and they go to this stage, and internal email. There's two things.

Remington: That's awesome. No, I love it. This is where last time we talked about enroll in another workflow. You could have a workflow that literally is going to trigger other things that happen in marketing. This is where you could do cross selling pretty well as well. If you get someone who is enclosed one, or they're in that stage. We've delighted the crap out of them at 100 days. You could have the last deal that you ran with that sends an email from your salesperson saying: Hey, thanks so much. A few months ago we did X, Y, and Z. Just want to let you know that a lot of times customer who have enjoyed this and gotten that out of the way enjoy these next three things. Here's some resources.

Remington: It could be just a real nice hey, what's up. You could just really be thinking about that from strategic standpoint. Cross selling is huge.

George: Yeah, yeah. Deal stages as list creation. Meaning are you sitting here right now. When anybody pulls somebody into a deal stage, they're actually dropping into a marketing list. Are you taking action on those marketing list to either nurture them faster, or better, or re-engage with them after they bought the first product and can buy the second, and third, and fourth products. Mapping your list to your deal stages is super dope. That's another one, go Remington.

Remington: Sweet. I have on that point. We can't do company lists yet in HubSpot. What we can do is company filters. You can take your deal stages and you can make it so that at a certain point in the deal stage you could make it so that it updates the contact record with a type of product or service you offer, or a particular value for instance. What that's going to do is if you're doing any kind of ABM targeting, it starts to be a really great way for you to be able to get reports on the types of companies coming in. And the products that they're interested in without manual labor.

George: Come on, HubSpot. Come on. Company lists. Come on, HubSpot. You can do it. You can do it.

Remington: But thanks for giving us filters.

George: Yeah, I mean it's good. You did a good job there. Hey, ready. I talked earlier about sales handing off to service. Wouldn't it be crappy if service had to fill out all the information that we already have? Well, you don't have to, because you can go ahead and copy deal data into tickets. You can just pre-populate those tickets with a lot of important information that you've gotten along the way. I love that about the deal automation as well.

Remington: All right. I got one last one here. It was kind of like an ah-ha moment. You have the opportunity to drop in this recurring revenue is it something for enterprise clients, or these other areas. In deal stages, you have the ability to copy numerical numbers and that kind of thing. Well, what you can do in deal based workflows is you can actually add, where you can use calculations. So you could say, add property increase or decrease to recurring revenue amount by x. Right. Getting your deal stages. That's another area where again, you can get really awesome wholesome reporting.

George: One more, one more. Because we're up against the clock. Hey, if you're not rotating your leads, what the heck is wrong with you. Because in here, you do have the ability to rotate your leads. I know we mentioned that on the marketing workflows, but it has to be mentioned on the sales workflows.

George: Also, by the way, by the way, have you been to meetings lately? Have you set up a round robin meeting lately, because that's kind of fun and interesting for your sales reps as well, because it's a little bit different. A little bit before.

George: By the way, you know what's fun Remington is that we should of mentioned that at the very beginning of this episode that deal stages is for when people are ready. What if you are just sitting here just prospecting. Well, that's lead status. One pro tip about HubSpot is that lead status should always lead into deal stages. By the way, there's some really cool automation stuff that you could do that once somebody is actually in a deal, you can now automatically make that lead status. Say, open deal. So guess what? You don't try to sell to them anymore, because that's weird anyway. That sounds like an episode to me, Mr. Begg. What do you think?

Remington: I think we did good. I think we just talked for an hour combined on workflows.

George: Uh oh. You froze.

Remington: If you guys want to hear anything else ...

George: Are you back? Are you back?

Remington: I think I'm back.

George: I don't know. Go for it.

Remington: Can you hear me?

George: Yeah, I can hear you now. Got to love live video.

Remington: Yeah, we did an hours worth of work on workflows just chatting back and forth here, and I still feel like we didn't touch the service. If you have questions about workflows or anything like that. Hit us up. Start the conversation in the Sprocket Talk HubSpot group. Let's keep the conversation going.

George: Absolutely as always, I am George B. Thomas and he is ...

Remington: Remington Begg.

George: And this has been another episode of Sprocket Talk Unpacked. Make sure you join us for other episodes. Make sure you let us know what topics you want. Make sure you head over to Sprocket Talk the YouTube channel, and subscribe. Hit the bell as well. Also, make sure that while you're working in this thing that we call HubSpot that you're doing some happy HubSpot-ing. And we're out.