SOP: Handling Requests to Add Additional Seats to an ImagingCampus Subscription

SOP: Handling Requests to Add Additional Seats to an ImagingCampus Subscription

SOP ID: IC-SOP-004 Last Updated: August 5, 2025 Applies To: CSAs, CSMs Systems: HubSpot, WordPress (AltusLearn), Email To define the step-by-step process for reviewing and fulfilling client requests to add participants (seats) to an existing ImagingCampus subscription. This SOP ensures actions align with contract limits, renewal policies, and support standards. A client submits a request to add a new user to their ImagingCampus (via email or HubSpot ticket).

Step 1: Locate and Verify the Contact

• Search the requester’s email in HubSpot.
• Verify:
  • First and Last Name
  • Email(s)
  • Job Title (update if missing)
  • Contact Professional Role
• Ensure the contact is associated with a Company. If not, use the email domain to associate it correctly.

Step 2: Validate Contact Authority

• Check the Deals and Subscriptions tabs for:
  • Current and prior year SaaS deals
  • Active ImagingCampus subscription
• Click into the current year deal and:
  • Filter Activity for Emails
  • Review the last 6 months of correspondence
• Confirm the renewal date. If it’s within 90 days, renewal adjustments may apply.

Step 3: Check ImagingCampus Seat Capacity

• Go to https://altuslearn.com/wp-admin
• Navigate: My Sites → Network Admin → Sites → Search client site (e.g., “Midwest Surgical”)
• Click Dashboard under the site
• Go to: Argus eLearning → User Management
• Check the Verified Users count (e.g., “9 of 9”)
• Red text indicates the client is at or over their seat limit.

Step 4: Decide How to Proceed

• If under capacity: Proceed to Step 7.
• If at capacity:
  • • Add 1 seat
   
• Apply a 100% discount to the added seat
•  
• Rationale: Prevent disruption while honoring billing policy and credit from prior renewal.

Step 5: Communicate with the Client

• Email the requester:
  • Confirm the ImagingCampus is at capacity
  • Inform them that a new seat has been added and the renewal advanced
  • Note that the new seat is complimentary due to renewal timing
  • Use Hubspot Template: “AC: ImagingCampus Update – Additional Seat Added + Advanced Renewal Confirmation“.

Step 6: Update HubSpot Deal & Subscription

• Locate the subscription record in HubSpot
• Update:
  • Seat count
  • Next Billing Date
• Add an internal note explaining the reason for the added seat and discount.
• Ensure the deal title follows format: Renewal – ImagingCampus – [Org Name] – [Year]

Step 7: Add the New User

• Create the user in WordPress with appropriate access
• Send a welcome email to the new user and CC the requester
• Confirm the new user appears under Verified Users

• Use this SOP for any ImagingCampus mini-site seat-related requests.
• Requests to add >1 seat may require review of contract terms or escalation.
• For pilot or special plans, confirm custom rules with leadership.