Learn how the Swagelok Bristol Custom Solutions quote and order processes can be tracked via two separate pipelines in the Deals function of HubSpot - CS Quotes pipeline and CS Orders pipeline.
CS Quotes Pipeline
The two pipelines that follow and document the CS process sit within the Deals function in HubSpot. To view these pipelines most effectively, choose the "Board" view and you can easily see what stage each opportunity is sitting in.
Feasibility
Stage one of the CS Quotes pipeline can be entered two ways. The first is via the Sales Pipeline. This is when a BDM is working on a "CS Opportunity" with a customer and has logged this in the Sales Pipeline. When the opportunity reaches Design stage within this pipeline the CS Admin is notified and ownership of the Deal changes to them. They are then responsible for moving the Deal across to the CS Quote pipeline and enter it into the Feasibility stage.
The second way of entering the CS Quote pipeline is a manual entry on receipt of a direct request for quote from the customer to the CS Team. The CS Admin will then be responsible for entering the required information into HubSpot - including responding to the Feasibility questions.
The Feasibility questions are a requirement for every CS category (from Cat 1 to 3) and need to be answered before a Deal can be created in this pipeline.
Click on "Create a Deal" in the top right corner of the CS Quote Pipeline. There are a number of mandatory fields that must be completed before a deal can be created.
"Deal name" = following the company naming convention of Opportunity type, Company name, Opportunity description - eg. CS - SPTS - Gas Pods
"Pipeline" = CS Quotes
"Deal Stage" = Feasibility
"Deal Owner" = CS Admin or Field Engineer (as required)
"Deal Type" = CS Opportunity
The Feasibility questions must then be answered either "Yes" or "No" before progressing any further. If any require a "No" response, the Technical Team will automatically be alerted via email to investigate the feasibility of this particular opportunity. These required questions are:
- Are all applicable statutory / regulatory standard requirements within Swagelok Bristol capability?
- The application cleaning specification is within Swagelok Bristol's capability?
- Do we have the qualifications and tooling within CS to manufacture?
- Is the shipping address located within our service territory?
- Does Swagelok have the production capacity to meet the required volume?
Once all these questions have been answered, the Deal will move to the Feasibility stage in the CS Quote pipeline, indicating that it has passed the Feasibility requirements. For opportunities that move across from the Sales Pipeline, a pop-up task will occur to ensure these questions are responded to in order to move into the CS Quote pipeline.
Prior to clicking "Create Deal", it is important to add the relevant Company and Contact (option to do this is under the questions on the Create Deal page).
Ensure however that you DO NOT choose to include all timeline entries for the Company or Contact as this will pull ALL information from each record into this Deal record.
Scope of Work
To move to the next stage (Scope of Work), click on "Stage" and from the drop down menu choose the next stage of the pipeline. This step will be required to move from one stage to the next throughout the Quotes pipeline.
On doing this, a pop up will present with five questions aimed at classifying the opportunity into the appropriate category - 1, 2 or 3.
After all requirements have been completed for this stage - by either the CS Admin for Cat 1 opportunities, or the Field Engineer for Cat 2 or 3 opportunities - the Deal can be moved to the next stage, Bill of Materials. As for moving from stage one to two, movement to this stage will also require information to be completed.
Bill of Materials
To move into Bill of Materials, a Field Engineer needs to be assigned to the Deal and it has to be determined whether or not this opportunity is for a Budget Quote.
An opportunity would be classified as a "Budget Quote" if not enough information exists to give a firm quote to the customer either due to time constraints (ie. they want it tomorrow), or complexity (ie. it's a very large job and there are many parts to it).
If an opportunity is classified as a "Budget Quote", then +/- 25% will be added to pricing to provide an estimated figure to the customer.
Within the Bill of Materials stage, the CS Admin (for Cat 1) or the Field Engineer (for Cat 2 or 3) will be required to complete the following task:
To attach drawings or a Bill of Materials, or any other required document, go to "Attachments" in the far right column of the record, and choose "Upload File". Ensure you have the documents saved to your desktop on your PC. You can then browse the document and save it to the record.
Attachments will then sit in this column and a notification will appear in the Activity feed in the centre column to show who has added the attachment, what the attachment is, and when it was added.
To move out of Bill of Materials and into the next stage, a pop up will present asking for the details to be added to the system. These will then be added to the record in the left column.
For Cat 1 opportunities, the Deal will be accelerated through the pipeline automatically and will enter the Final Estimate stage instead of the ProFITS stage which would only be relevant for Cat 2 or Cat 3 opportunities.
ProFITS
Within the ProFITS stage for Cat 2 and 3 opportunities the relevant Field Engineer is required to complete a ProFITS checklist if any Corporate approvals are required - for example to use third party suppliers/components etc.
The Task in HubSpot will look like this:
To move from ProFITS to the next stage, "Suppliers", a pop up will require the following responses which will then be recorded in the first column of the record:
Suppliers
Within the Suppliers stage, any third party supplier of products or services that are required to complete the quote (and build) for this opportunity need to be recorded at this stage. A Task will automatically be created for the relevant Deal Owner to complete before moving to the next stage. This task only needs to be completed if relevant to the Deal.
There are no requirements to move to the next stage - Final Estimate.
Final Estimate
At this stage of the CS Quote Pipeline, all the relevant information required to complete the quote will have been gathered. A Task will be sent to the relevant Deal Owner to update properties needed to complete the quote. The properties are located in column one - except for attachments.
To move from Final Estimate to the last stage in the pipeline, "Quote", there are two mandatory properties to complete.
Responses to these questions will appear in column one of the Deal record.
Quote
Within this last stage, all relevant documents must be attached, the Quote must be created and attached along with the email sent to the customer and copying the relevant BDM for that Company.
A Task is sent to the Deal Owner to complete these actions and the opportunity will then stay in this stage until the customer places a PO against it. If no action is taken within 30 days of the Quote being sent to the customer, an email is sent to the BDM to follow the opportunity up and after 60 days, the record will move into No Quote stage.
CS Orders Pipeline
To create a Deal in the CS Orders Pipeline, the CS Admin needs to either move an existing Quote from the CS Quote Pipeline into the CS Orders Pipeline, or begin a new Deal (only relevant if a Cat 1 and there is an existing pricing agreement in place).
On creating the Deal, all the questions in the Create Deal page need to be answered (including the feasibility ones if this is a Cat 1 and doesn't have a quote in the system or pricing agreement in place).
Order Review
On entering the first stage of this pipeline, Order Review, the Deal Owner will be sent a Task to classify the opportunity as a Cat 1, 2 or 3, and send an Order Acknowledgement to the customer (copying the relevant BDM).
If the order is a Cat 1, generally the Order Acknowledgement will be unnecessary as the order will be placed and confirmed on receipt (the same day). Therefore an Order Confirmation only would be required.
To move into the next stage - Assembly Instructions & Drawing Requirements - a pop up with a list of properties that are required to be completed before moving on is presented. Some of these questions will act as triggers to automate the next sequence of tasks and stages.
If the Order is a Cat 1 and the assembly is in stock, the Deal will automatically jump to the "Complete" stage in the pipeline. If the Order is a Cat 1 and it is a PB Hose assembly, the Deal will automatically move to the "In Build" stage (the stage prior to Complete).
For all other orders, the Deal will move to the next stage in the pipeline which is "Assembly Instructions & Drawing Requirements".
Assembly Instructions & Drawing Requirements
When in the Assembly Instructions and Drawing Requirements stage, the Deal Owner (who will either be the CS Admin for Cat 1 or a Field Engineer for Cat 2 or 3) will automatically be sent an email to follow up on ensuring all assembly instructions and drawings are completed and attached to the Deal record.
To ensure this has been done, a pop up will present when moving the Deal to the next stage "Assembly, BOM/Drawing Approval" asking for this information:
If the order is a Cat 1, is not in stock and is not a PB Hose Assembly, it will move directly to the "Order Confirmation" stage.
Assembly, BOM/Drawing Approval
Within this stage, approvals from the customer and the production team need to be gained before proceeding.
To move from this stage to "Purchasing" the Deal Owner must acknowledge that the drawings and the BOM have both been received and approved.
Purchasing
For Cat 1 orders the CS Admin will complete the purchasing for the order, while for Cat 2 and 3 orders, the responsibility will be the CS Scheduler's.
In order to move out of this stage and into "Order Confirmation", all third party orders must have been placed and records of these attached to the Deal.
Order Confirmation
After an order has reached Order Confirmation stage (for all Category types), a Task is given to the CS Admin (for Cat 1) or the Scheduler (for Cat 2 and 3) to send the customer an order confirmation email, among other activities.
For Cat 1 orders that aren't in stock and aren't PB Hose, this is stage TWO.
To move out of Order Confirmation stage, the Production Order Number is required.
For Cat 2 and 3 orders, the next stage will be "Project Kick Off". For any Cat 1 orders that pass through this stage, the next stage will be "In Build".
Project Kick Off
The Scheduler is responsible for this stage and is tasked to schedule a project kick off meeting and to gather a range of required documents.
PLEASE NOTE: This stage is designed for relevant Cat 2 and all Cat 3 orders ONLY.
To leave this stage and progress to "In Build", the date of the Kick Off Meeting is required.
In Build
Depending on the Category of the order the tasks seen at this stage will vary.
For Cat 1 PB Hose orders sitting in this stage, the CS Admin will receive the following Task:
For all other orders, production will take place during this stage.
To exit In Build and move to "Complete" the date the build was completed and the freight required to transport the order to the customer is required.
Complete
All orders will pass through this stage. The Scheduler will be responsible for all actions and tasks at this stage.
For ALL Cat 1 orders, the Task will be the same:
For Cat 2 and 3 orders, the Scheduler is responsible for scheduling a Wash Up meeting - the Task at this stage for these orders stipulates the documents and attendees required at this meeting.
To close the order and complete all pipeline stages the ship date of the order is required before moving into "Closed".
