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:
  1. Guests cannot complete payments because the bank validates telephone numbers sent from the booking engine.
  2. 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).