Definitions:
New Business: This is the customer account’s first purchase of SaaS software from Planet DDS, across any of our available SaaS products (Apteryx, Denticon, Cloud9).
o Note that the purchase of Apteryx for a customer using a legacy version of Apteryx would be considered a New Business opportunity. This is because this is no subscription revenue tied to legacy versions of Apteryx.
Existing business: The customer group has already purchased a SaaS solution with Planet DDS and is looking to expand their SaaS spend. Existing business opportunities can come from package upgrades, purchase of add-on products, adding new locations, or purchasing a new product altogether (ex: Denticon customer adding Cloud 9).
When to send leads to Josh Cadd (BDRs):
Single-location Apteryx New Business leads/upgrades should be sent to the BDR team. These opportunities are no longer worked on by the direct sales team and are instead passed to one of our reseller partners.
o Reminder: We often see customer accounts with a mix of locations that have upgraded to Apteryx along with locations that are still on the legacy software. In this scenario, the remaining locations that have yet to upgrade to Apteryx would be considered Existing business.
When to send leads to Jeff Kohn (Sales):
New business leads to Jeff Kohn:
o Multi-location (2+) Apteryx/upgrades
o All Denticon
o All Cloud9
Existing business leads to Jeff Kohn:
o Customer is purchasing a PMS solution that has not yet been purchased, at any location, within the customer’s account
§ Ex: A Denticon-only customer is now interested in Cloud 9.
Cancellations where a NEW BUSINESS customer (does not include existing customer purchasing add-ons) is still in implementation / has not gone live and there should be effort by Sales to save the customer.
New partnership inquiries can be sent to Chris Hadziev and Scott Cunningham
**All other customer specific inquiries that would have typically gone to Sales2Support distro list in the past should be handled between Account Management, Support, and Billing**