In Action

A New Business Opportunity is created by Lead conversion or

manually.

You will be able to create these opportunity types manually:

• New Business
• Free Trial
• Renewal (although this will be an automatic process)
• Expansion (on screen flow)
• Contraction (on screen flow)
• Returning Customer

The assigned Opportunity Owner will then proceed to try and win
the New Business. Stages that are included for Opportunity
progression are:

Qualified > Demo > Proposal > Contract / Negotiation > Closed
(Won or Lost)

Toller’s Training Tips

Before a New Business Opportunity is set to Closed Won the
owner must ensure that:
• An Initial Contract product has been added (only)
• All CS Handover questions have been completed
• All other required fields are populated (Onboarding Contact,
Country, Contract Renewal Increase)
From this point, Sales job on the opportunity is over.
Once the Opportunity has been set to Closed Won, a Case is
automatically created with all the necessary details. This is
assigned to a CSM queue, which is then individually allocated
within the given SLA’s.

Once a CSM is assigned, this triggers the creation of a Renewal

Opportunity. This automatically adds in the current products
from the New Business Opportunity; however, it sets the length
to 12 months and the contract type to Full Contract, as well as
amending contract start and end dates.

Once a Renewal is set to Closed Won, this will create another

Renewal based on the products that are on the record at the
time.
Note: If the customer has an Expansion, Contraction or Extension,
the Renewal will need to be manually amended with any changes
different from the current Live opportunity.

Toller’s Training Tips

 Page Layouts
The page layouts for Opportunity, Account and Case have been
standardised for ease of navigation
Account

New Fields
- Total MRR
o See the total current MRR from all the Live
opportunities (takes into consideration Contractions
and Expansions)
- Do Not Contact
o Easily identify if you should be communicating with this
account
- Do Not Contact Details
o See why you should not be contacting this account

Toller’s Training Tips

 Opportunity

New Fields
- Contract End Date
o Takes the contract end date from the products within
the opportunity
- Is Live
o Lets you know if the opportunity is currently in contract
- Partner Commission
o See how much commission a Partner has gained from a
closed opportunity

Toller’s Training Tips

 Case

New Fields
- Contract Value
o Now automatically updated when the case is created

Toller’s Training Tips

 Additional Features
Utility Bar
• Recent Items
o See the past 10 items you have viewed (Account,
Case, Opportunity)

• Notes
o Create on the fly notes that you can later
associate with a record.

Toller’s Training Tips