Standard Operating Procedure (SOP) – Sell-Through Forecasting & Handoff
Purpose:
To improve forecast accuracy, drive predictable revenue, and ensure a smooth Sales-to-Customer Success handoff by standardizing the sell-through process from pre-adoption through course launch.
Scope:
This SOP applies to Sales and Customer Success team members involved in closing adoptions, completing the sales-to-customer success handoff, onboarding customers, and supporting successful course adoption and launch.
Step 1: Initial Sales Review
Before closing a deal or confirming a course, the DAP or DAS must gather and confirm the following information:
- Course Approval Status
- Confirm that the course has been formally approved to run by the institution.
- Note any conditions, pending approvals, or constraints.
- First-Time Course Check
- Determine if this is the first time the course will run at the institution.
- If yes, flag for additional support and follow-up.
- Anticipated Enrollment
- Obtain enrollment estimates from the institution.
- Obtain both expected and maximum enrollment if available.
- Adjusted Forecast Enrollment
- Use historical adoption rates or internal benchmarks to calculate percentage of anticipated enrollment to include for revenue forecasting.
Please us a maximum of 75% of anticipated enrollment.
- If it’s the first time a course is running only forecast 60% of enrollment potential.
Step 2: Complete Adoption Form
Verify accuracy of all data (enrollments, revenue, start dates in the first 12 months, etc.) is accurate in CRM before submitting the form for review.
Step 3: Sales to CS Handoff
Once all information is collected:
- Sales → CS Handoff: Prepare a concise handoff summary for CS including – These can be entered in the fields in Planhat.
- First-time course flag
- Expected Tier
- Purchasing Process
- Client Goals & Success Criteria (how to they define success/KPIs/ROI, etc.)
- Customer Internal Integration Process
- Any special notes CS should be aware of
Step 4: Kick-Off Call Setup
- Whoever closed the Adoption it’s your Responsibility: Schedule a kick-off call with the CS team and the institution/faculty.
- Kick-Off Call Objectives:
- Re-confirm enrollment numbers and start dates.
- Identify any changes from the adoption form.
- Update CRM with final enrollment numbers to ensure accurate forecasting.
- Set clear expectations for timelines, support, and course preparation.
Key Notes / Best Practices
- Always validate enrollment numbers with faculty — do not rely solely on the adoption form.
- Flag first-time courses or unusual enrollment trends early for CS to plan proactive support.
- Use historical summer or past-term data to refine predictions — this improves revenue forecasting accuracy.
- Whoever closed the adoption is responsible for accurate data and for scheduling the kick-off call before the term begins. This step is NOT optional!
Reporting
- As adoptions are reported through the adoption announcement they will be added to the Sell Through Tracker
- If changes need to be made to start date, expected enrollment, or kit SKU please report to Amanda via Sell Through Adjustments form ASAP
- Biggest focus will be on Forecasted Enrollment, First Start Date, First Order Date, and Actual Orders (columns F, G, K, L)
- Will be checking actual orders every Monday and Friday, weekly. If adoption/LOB has not purchased within 5 days of start date Amanda will reach out to rep to request a phone call be made and an email will be sent to instructor to ask for any delays or errors.
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