FS-DOC-01Operations
Launch Plan
Upsell & Cross-sell Triggers
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This Launch Plan covers everything you need to know about how your Upsell & Cross-sell Triggers automation gets built, tested, and handed over to your team. It is written for you as the business owner, not a technical audience. FullSpec handles the entire build end to end, from connecting your tools to running quality checks before go-live. Your role is to confirm a few decisions upfront and stay informed as milestones are reached.
01What you're launching
Right now, your sales reps spend several hours each week pulling customer activity reports, cross-referencing HubSpot, deciding who qualifies for an upsell, writing individual emails, and logging everything by hand. Because the whole process depends on a rep finding the time to run through it, most qualifying moments are either caught late or missed entirely. This automation changes that: the moment a customer hits a qualifying threshold in Segment, the workflow fires automatically, selects the right offer using live account data, drafts and sends a personalised email, and logs the outcome to HubSpot and Google Sheets without anyone lifting a finger. High-value accounts are routed to a rep for approval before anything goes out. The result is that every upsell window is caught in real time, every time.
Process
Upsell & Cross-sell Triggers
Trigger
A customer crosses a qualifying threshold in Segment: purchase count, spend milestone, usage ceiling, or renewal date within 30 days
Final output
A personalised outreach email sent (or queued for rep approval), activity logged in HubSpot, rep alerted in Slack, and outcome appended to Google Sheets
Agents being built
2 agents: Offer Selection Agent and Outreach Drafting Agent
Tools involved
Segment, HubSpot, Gmail, Slack, Google Sheets
Volume
Approximately 120 qualifying customer events per month (118 recorded in the most recent month)
Launch PlanPage 1 of 4
FS-DOC-01Operations
02How the build works
The build follows four stages that move in sequence: Connect, Build, Test, and Launch. Each stage has a clear owner and a defined output before the next one begins. FullSpec manages all technical work across every stage. You are involved at the start to confirm decisions and at the end to review outputs before go-live. The total estimated delivery window is four weeks from the close of the Connect stage.
Complexity level: Moderate. Estimated delivery: 4 weeks in business days. The delivery clock starts at the close of Connect, not payment. Connect must be completed and access confirmed before the build timeline begins.
1Connect
Estimated time: 2 to 3 business days
FullSpec
Sends you a credential request list for Segment, HubSpot, Gmail, Slack, and Google Sheets. Reviews your existing offer catalogue and qualifying event rules. Confirms the high-value account threshold with your sales lead. Documents trigger conditions and scoring logic ready for the build.
You
Provides login access or API credentials for each connected tool. Confirms which customer actions qualify as trigger events. Agrees on the spend or account tier threshold that routes accounts to rep review. Signs off on the offer catalogue before build begins.
2Build
Estimated time: 6 to 10 business days
FullSpec
Connects Segment, HubSpot, Gmail, Slack, and Google Sheets to the automation platform and verifies data is flowing correctly. Builds the Offer Selection Agent with agreed scoring rules and product catalogue data, then validates it against historical customer records. Builds the Outreach Drafting Agent, connects it to HubSpot CRM data and offer outputs, and configures the auto-send versus manual-review routing logic.
You
Available to answer follow-up questions if edge cases arise in the offer rules or account segmentation. No technical input is required during this stage.
3Test
Estimated time: 3 to 5 business days
FullSpec
Runs structured QA across trigger accuracy, offer selection logic, email personalisation quality, routing decisions, and CRM logging correctness. Runs a two-week pilot on a defined subset of accounts and reviews outputs. Tunes thresholds and email tone based on pilot results. Confirms Google Sheets logging is accurate and complete before opening to the full customer base.
You
Reviews a sample of generated email drafts and offer selections with your sales team. Confirms the pilot outputs meet quality expectations. Gives sign-off to proceed to full launch.
4Launch
Estimated time: 1 to 2 business days
FullSpec
Opens the automation to the full customer base. Confirms live monitoring is active. Hands over the SOP and runbook so your team knows how to update offer rules, manage the high-value review queue, and read the tracking dashboard. Provides a post-launch check-in at day 7 to confirm everything is running as expected.
You
Notifies your sales team that the automation is live. Monitors the Slack notification feed and Google Sheets dashboard in the first week. Contacts FullSpec at support@gofullspec.com if any output looks unexpected.
Launch PlanPage 2 of 4
FS-DOC-01Operations
03What FullSpec needs from you
FullSpec only needs access to your existing tools. No technical knowledge is required from you or your team. The table below lists exactly what is needed for each tool and when it must be ready. All access is used solely to build and test the automation on your behalf.
Segment
Admin access or a write-enabled API key so FullSpec can inspect your event taxonomy and configure the qualifying event trigger
Before Connect closes
HubSpot
A connected app or private app token with read access to contacts, deals, and activity logs, and write access to create activity records
Before Connect closes
Gmail
OAuth authorisation for the sending mailbox that will dispatch outreach emails; typically a shared sales alias or a rep account
Before Connect closes
Slack
A Slack app or incoming webhook URL pointed at the sales channel or DM where rep alerts should be posted
Before Connect closes
Google Sheets
Editor access to the tracking sheet where outcome data will be appended; FullSpec will create or configure the column structure if needed
Before Connect closes
The one configuration decision you must confirm before Connect closes: the high-value account threshold. This is the rule that determines whether an outreach email is sent automatically or held for rep review. Setting it too low sends too many accounts to manual review and reduces the time saving. Setting it too high risks sending automated emails to key relationships without a rep involved. Agree this threshold with your sales lead during Connect and FullSpec will build the routing logic around it.
04Your role once live
Role
Ongoing responsibilities
What you no longer touch
You (business owner)
Review and approve outreach for accounts that meet the high-value threshold. Update offer catalogue rules when products or eligibility criteria change (using the provided runbook). Monitor the Google Sheets dashboard to review conversion outcomes monthly. Contact FullSpec at support@gofullspec.com if any output looks off.
Manual CRM cross-referencing to find upsell candidates. Writing individual outreach emails for standard accounts. Logging outreach activity to HubSpot after sending. Posting Slack notifications to account owners manually. Maintaining the tracking sheet by hand.
FullSpec
Monitors automation health and uptime. Responds to issues reported via support@gofullspec.com. Applies updates if connected tool APIs or authentication methods change. Available for threshold and rule adjustments as your offer catalogue evolves.
N/A
Launch PlanPage 3 of 4
FS-DOC-01Operations
05What success looks like
Timeframe
What to expect
Sign of success
Week 1
The automation is live on the full account base. Qualifying events in Segment begin firing the workflow. A small number of real outreach emails go out automatically. Slack alerts land in the sales channel. A handful of rows appear in the Google Sheets tracker.
Every qualifying event generates a corresponding row in Google Sheets with the correct offer, send timestamp, and account owner. No duplicate outreach to the same customer. High-value accounts appear in the rep review queue, not in the auto-send log.
Month 1
The full volume of approximately 120 qualifying events per month is being handled automatically. Reps report spending less time on triage and email drafting. CRM activity logs in HubSpot are populated without manual entry. Time from qualifying event to outreach is consistently under 15 minutes.
Rep time spent on upsell triage drops from 6 hours per week toward under 1 hour. Zero events where a qualifying customer was not contacted. Sales manager confirms HubSpot logging is complete and accurate with no manual corrections needed.
Month 3
The automation has saved approximately 75 hours of rep time and approximately $2,340 in staff cost. The team has reviewed conversion data in Google Sheets and identified which offer categories are converting best. Offer rules may have been tuned once based on early performance data.
Annualised run rate is on track for 300 hours saved and $9,360 in annual cost saving. Payback on the $2,400 build cost is confirmed within the projected 3-month window. The sales team is using the Google Sheets dashboard as the default view for upsell pipeline performance.
Next step: the build starts the moment Connect closes and your tool access is confirmed. Share your credentials and confirm the high-value account threshold with FullSpec to open the clock. If you have any questions before that point, reach out to the team at support@gofullspec.com and we will guide you through it.
Launch PlanPage 4 of 4