This module assumes that you already know the basics of credit pack management:
You can add a new production package
You can help clients to use credits to pay for a Project
You know the difference between company and contact credit packs
Credit Packs are sometimes also called Production Packs. These are the same product.
How can I assess the details of my client’s production packs?
The VMS provides two places where we can find more information about our clients’ active credit packs.
Credit Pack Content Plan Tracking
This report page can be found under the VMS Account Management menu. It lists all active credit packs in a table that is searchable and filterable by:
Company
Project Manager
Relationship Manager
From here, you can assess most of the data that we have on these packs, including:
Remaining credit balance
Date of expiry
Direct links to any Projects for which the credits have been used.
You can also add/edit credit statuses and special notes, which is useful during credit drives.
The report only displays active credit packs. To learn more about a client’s expired credit packs, you will need to access the Credit Information within their Office profile (see next section).
Credit Information, via Office profiles
Go to the Offices page under the VMS Clients menu. Click the eye icon to view the Office details, under which you find the Credit Information tab.
This tab lists all of the credit packs associated with the office, as well as packs owned by individual Users that belong to the office.
At a glance, you can discover:
Who owns the credit (office or user)
The remaining balance
Expiry date
Active or expired status
If you click on the eye icon in the Action column, a pop-up display will show the pack’s Credit History. This lists every transaction in and out, and provides direct links to specific Projects where the pack has been applied.
Correcting credit packs
Credit packs are normally sold and managed by the Sales team and Relationship Managers. Most of the time, a credit pack deal will be closed in HubSpot before becoming available for use in the VMS. Occasionally, a pack is created directly within the VMS.
When they are created, credit packs are assigned an owner. This owner can be a specific Office belonging to the client, or it can be an individual User.
Here, we address a few common problem scenarios that can crop up with credit packs.
The credit pack I want to use is not showing my project
If a credit pack is assigned to one User, it will only be available within projects that have this User registered as Project Contact.
If a credit pack belongs to an Office, the Project itself will have to be assigned to that specific office for the credit pack to be available.
When a credit pack does not appear in your project, it is likely that the pack’s owner, the project’s Office, and/or the Project Contacts are not matching up.
(Of course, it’s also possible that the pack has simply expired or run out of credit!)
What do I do if…
The credit value of my pack is wrong
You can’t resolve this one by yourself. Please contact Accounts to
fix the credit pack
appropriately balance the invoiced amount with the client.
Wrong producer/relationship manager was assigned in VMS
You can correct this information yourself. Open the credit order in VMS and click the “edit” button. This will present a small pop-up edit window, where you can change:
Relationship Manager
Project Manager
The name of the credit pack
The wrong credit pack owner was assigned
When a credit pack deal is confirmed in VMS, two things happen in the VMS:
An invoice is sent to the deal’s invoice Contact
A credit pack is created, assigned to the designed credit owner – either the pack’s Office or the designated individual User
Sometimes the wrong owner is assigned to a credit pack order – usually when the owner is mistaken for being the invoice contact when the deal is being closed.
Changing the credit owner – if assigned to a User
Contact the Accounts team!
If you need to change which User has access to a credit pack, you must contact the Accounts team. Accounts will need to cancel the credit order and the credit pack. You will need to create a new credit order with the correct details.
Whilst it is tempting to change the credit owner in the VMS Credit Order. This does not work, because it does not update the credit pack.
Changing the credit owner level – User/Office
Occasionally, you may want to switch a credit pack owner from a User to the whole Office (or vice versa). Speak to Accounts! This can be tricky.
Examples of difficult scenarios:
a credit pack assigned to an Office may get used by others before it can be switched to a specific User in that office.
Switching to a User who isn’t in the Office that currently owns the pack.
There are no quick fixes here, only careful ones. Contact the Accounts team to clean it up.