Incoming Sales Inquiries

Overview

Use this process whenever a prospective submitter contacts Support with questions about recording through Hopdox. The goal is to give Sales a complete, well-documented handoff while giving the prospect a prompt and professional response.

Customer scenario
A prospective submitter calls, chats or emails because they want to learn about recording through Hopdox.

Why this process matters

• Sales receives enough information to respond intelligently.

• The inquiry reaches the correct territory owner.

• The prospect receives immediate confirmation and a clear expectation.

• HubSpot preserves a complete record of the handoff.

Information to collect
Collect as much of the following information as possible before routing the inquiry:

• Contact name

• Phone number

• Email address

• Company name

• State where the company operates

• State where the company wants to record

• Industry: title company, lawyer, real estate company or construction company

Process Steps

1. Create or locate the HubSpot contact

Enter the information collected from the prospect. Confirm that the email address and phone number are accurate.

2. Identify the appropriate sales representative

Use the Sales Territories reference and the state where the prospect wants to record. Florida is assigned by county; open Florida counties are assigned to Boike according to the reference.

 Sales Territories.pdf 

3. For a call, check availability in Teams

Send the sales representative a Teams message with the HubSpot contact link and ask whether they can take the transfer.

4. Transfer the call or set the expectation

If the representative is available, transfer the call. If unavailable, tell the submitter that the sales representative will follow up as quickly as possible.

REVIEW INSTRUCTIONS ON HOW TO TRANSFER IN AIRCALL

5. Update the HubSpot contact record

Complete all relevant contact information and assign the sales representative as the Contact Owner.

6. Send the Sales Inquiry template EMAIL

When no transfer occurs, select the Sales Inquiry email template in HubSpot and click Send. Copy the assigned sales representative on the email.

7. Send a Teams reminder

Provide the representative with any additional context that may help with the follow-up.

8. Close the Support Ticket

• Set Category to Sales Inquiry

• Set the Resolution to Sales Inquiry - Referred to Sales.

• The support person who handled the inquiry will remain the Ticket Owner

• Set Ticket Status to Closed

Important ownership rule