Summary of "BG regular Sync 2026 01 28"
Focus
Product/tech support, payment flows, CRM/ops, commercial negotiation, and sales enablement.
Key topics and decisions
Wuwuana client request
- Status: No firm update. Technical team testing an update to the Google logo-type.
- Expectation: Update likely by end of week.
- Action: Tell the client you’re checking with the tech team and will update when confirmed.
Omnidesk / CRM data cleanup
- Problem:
- One shared (global) Omnidesk account contains ~4,000 mixed-country profiles.
- A complete automated cleanup for Bulgaria-only data is not possible because contacts are shared across country groups.
- Operational constraints:
- Deleting profiles must be done manually (time-consuming).
- Team offered to continue operating with the current account state.
- Requests under consideration:
- Grant sales/support access to delete contacts manually.
- Separate support email addresses from Bitrix and connect business support emails to Omnidesk (admin task; needs confirmation from Stephan/Natalie).
- Action items:
- Check with Natalie/admin whether manual deletions or access changes can be authorized.
- Possibly provide access and instructions for manual cleanup.
Payment / Samuk (hotel) issues — business-critical
- Main problems reported by the hotel:
- Guests cannot complete payments because the bank validates telephone numbers sent from the booking engine.
- Hotels want ability to edit telephone numbers and some reservation fields (this was possible before Oct/Nov).
- Tech fixes and timeline:
- Tech plan: stop sending the telephone number to the bank so the bank won’t block payment. Tech team testing; expected fix possibly tomorrow or within a few days.
- Hotel edits: second-line support currently edits reservations via SQL terminal / special internal link. Hotels requested higher-level access; company likely will not grant SQL-level rights to partners. Second-line can perform changes and will share screenshot/link showing how the internal edit tool works.
- Validation bug: booking engine sometimes blocks numbers that don’t match country code/prefix (e.g., UK +44 vs the number prefix). Developers will investigate; a formal request will be sent.
- Workarounds discussed:
- Create reservations without pre-payment via the booking engine and have hotels send payment links manually (hotel’s bank link or other payment link product).
- Risks: if payment doesn’t arrive before the system’s deferred-payment expiry (e.g., cancel pending reservations 21 days before check-in), reservations may auto-cancel and the company loses revenue.
- Recommendation: await the phone-number-to-bank fix; use second-line support for edits; review business rules around manual payment links to avoid revenue cancellation.
- Action items:
- Tech to confirm phone-number-to-bank change (expected very soon).
- Support to share edit-link screenshots.
- Product/dev to evaluate country-code validation.
Commercial negotiation — Meruri / Beyond / Numa (hotel group)
- Situation:
- Hotel owner satisfied with product (functionality, conversion, traffic, widget, support) but has a competitor offer at 1% booking-engine commission and asked for a lower fee.
- Company position and playbook:
- Emphasize revenue uplift/ROI rather than price only (use calculator/comparison to show incremental revenue).
- Pre-agreed rule: if the hotel provides competitors’ written offers, the company can consider similar promotional rates for strategic customers.
- Negotiation range discussed: team will not accept 1% but can consider promotional rates around 1.5–1.75% for this strategic account (including the third hotel) as the maximum concession.
- Operational steps:
- Require competitor offer evidence.
- Use ROI calculator and recorded call to demonstrate value.
- Offer case-by-case promotional pricing for important customers.
- Action items:
- Ask client to share competitor offers.
- Present special/discounted condition per pre-existing rules.
Sales ops / enablement
- Bitrix CRM:
- Recent fixes completed: leads and deal statuses corrected.
- Next work: define forecasting structure and regular forecasting cadence inside Bitrix.
- Sales enablement materials needed:
- Battle cards, key-advantages messaging, cold-calling scripts, handling rejections, follow-up email templates.
- Plan to repurpose existing materials from other countries/markets rather than building everything from scratch.
- Timeline: repurposing starts in February; cadence slowed by vacations from Feb 9. Cold-call/battle-card examples can be prioritized.
- Meetings and cadence:
- Weekly general sales call (Tuesdays) continues.
- Proposal: additional weekly forecast call (1 hr) to review deals, bottlenecks, and scripts — trial starting next week.
- Request for a short 30–45 minute session to deep-dive specific deal follow-ups and provide tailor-made advice (to be scheduled next week).
- Action items:
- Set up extra weekly forecast call.
- Schedule 30–45 min case review session.
- Compile training assets for reuse.
Frameworks, processes and playbooks
- CRM / Sales ops
- Enforce Bitrix lead → deal lifecycle and implement forecasting structure.
- Regular forecast calls + dedicated bottleneck reviews (weekly).
- Maintain a repository of battle cards and value-prop messaging (repurpose content from other territories).
- Commercial negotiation playbook
- If a prospect provides competitor written offers, consider matching commercial conditions for strategic accounts (apply judgment and discount ceilings).
- Use revenue-calculator / ROI comparison to sell value vs price.
- Support escalation / second-line playbook
- Second-line edits reservations via SQL terminal or internal edit link (change ID → edit phone/date).
- Permission governance: likely do not grant SQL-level access to partners.
- Incident / workaround playbook
- Short-term: manual payment links and second-line edits.
- Long-term: deploy tech fix (stop sending phone to bank) and review validation rules.
Key metrics, KPIs, targets and timelines
- Omnidesk data cleanup: ~4,000 profiles (manual deletion effort).
- Commission / negotiation ranges:
- Competitor offer: 1% booking-engine commission.
- Company baseline: ~2–4% referenced; typical negotiation baseline ~3%.
- Acceptable promotional range for strategic account: 1.5%–1.75% (maximum concession discussed).
- Revenue example (illustrative): competitor yields €100k; this company’s solution could yield €200k (used to justify higher commission).
- Deferred-payment policy: system auto-cancels pending reservations if payment not received (hotel mentioned 21 days before check-in).
- Timelines:
- Tech testing for logo update: possibly by end of the week.
- Payment phone-number fix: possible as soon as tomorrow or within the next few days.
- Sales enablement repurposing: starting February; slowed by vacations from Feb 9.
- Follow-up cadence: Meruri second communication on Monday; internal support/follow-up call tomorrow; additional forecast meeting to start next week.
Concrete recommendations and examples
- Payment phone-number issue:
- Short-term: have second-line support change phone via internal link/SQL (support to share how-to screenshots/link).
- Long-term: deploy change to stop forwarding phone numbers to the bank; confirm timeline.
- Product: review booking engine validation rules for country code vs prefix and remove overly strict checks or make them configurable.
- Omnidesk cleanup:
- Option A: grant selective access to delete contacts and organize a manual cleanup workflow (estimate per-contact deletion time).
- Option B: accept partial cleanup and continue operations while planning longer-term data governance/migration.
- Price objections:
- Require proof of competitor offers; use revenue calculator to show net value/ROI differences; offer promotional rate up to agreed ceiling (1.5–1.75%).
- Consider a trial on one hotel, measure year-on-year results, and use data to reinforce value.
- Sales enablement:
- Reuse existing training and battle cards from other regions; prioritize follow-up templates and scripts for current hot leads.
- Schedule a 30–45 min clinic to review stalled deals and provide tailored scripts and next steps.
Risks
- Revenue loss if hotels use external/manual payment links and the system auto-cancels pending reservations (deferred-payment expiry).
- Operational overhead: manual data cleanup of ~4,000 profiles is time-consuming.
- Client churn risk if competitor price difference is significant and ROI explanation fails to convince hotel owners.
Action items (who / what)
- Tech
- Finalize testing on phone-number-to-bank change; confirm timeline and implement.
- Investigate country-code validation bug.
- Support / Second-line
- Share screenshot/link and process for editing reservation phone number / reservation fields.
- Perform edits as required until a self-service option is agreed.
- Admin / IT
- Evaluate possibility to separate support emails from Bitrix and connect to Omnidesk.
- Consider access rights for manual cleanup.
- Sales
- Ask Meruri/Beyond/Numa to share competitors’ written offers.
- Use revenue calculator and recorded calls to present value.
- Propose promotional rate within pre-agreed rules if evidence supplied.
- Sales Ops
- Set forecasting structure in Bitrix.
- Schedule weekly forecast calls and the 30–45 minute case clinic.
- Gather & repurpose training materials.
- Document team vacations starting Feb 9.
Presenters / participants / sources referenced
- Named participants: Alex, Tanchavi, Sami, Natalie, Anita, Stefan (Stephan), Kate, Roma, Virginia, Ju.
- Teams/systems: Technical team / second-line support, Admin team, Bitrix (CRM), Omnidesk, booking engine, Descasa/Desicasa bank (payment partner), Samuk / Samuku (hotel), Meruri, Beyond, Numa (hotel group clients), Wuwuana (client mentioned).
Category
Business
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