Resolving Cobbled-Together Systems & Siloed Data Into A Single Source Of Truth
This case study is for a giftware company, selling B2B and B2C, who have experienced massive growth over the past few years. Unfortunately, their technology stack hadn’t kept up with the speed of their growth, and they were outgrowing their systems. The various platforms marketing, sales, and service were using were cobbled together, and all data was siloed.
Marketing was fractured across MailChimp, their website, and their ERP, with no sync between the three platforms. They wanted to monitor their marketing success and better communicate with their customers.
The sales team were struggling between an outdated ERP system and no real CRM. They wanted to improve their ability to be proactive in pursuing and converting leads. The management team also wanted central visibility on how trade accounts were developing.
The service team had the biggest challenge. They pride themselves on exemplary customer service, but everything was being run from a shared Outlook inbox, with no tracking of issues or visibility on efficiency. This team had never used a CRM before, so moving to HubSpot was a huge step.
How did HubSpot and JDR Help?
Advising
As JDR were involved collaboratively in all demos throughout the sales process, our advice for this client was that they purchased the Enterprise Growth Suite Bundle to best fit their needs.
Demonstrating
We assisted the sale of this through demonstrating our capabilities throughout the process and answering a number of in-depth platform-based questions.
Onboarding
We also recommended a three-month onboarding programme spanning across the three primary hubs. The goal of this was to get all three teams aligned and working from the same data.
Crafting
In order to do this, we created a crafted solution for all of their data, content, automation, reporting, and messaging to move away from the cobbled-together multi-platform solution.
Integrating ERP, CRM & Ecommerce
A major part of this solution was integrating their ERP (Orderwise) and their website (Magento2) into HubSpot so that all the data was aggregated in one central location. We managed this with a successful integration through the HubSpot API. Their data is no longer siloed, but instead stored in one easy-to-access location and shared between the teams using it.
Content & Messaging
From a content and messaging perspective, the three teams are now able to have full visibility on what each individual customer has received previously, and therefore tailor their messaging accordingly. This has led to better customer experiences and increased insights for the teams.
Automation & Workflows
All systems across the three teams are now automated, with the client understanding how to continue to grow the automation themselves to scale with the business as it enters a period of enormous growth. This is saving them hours compared to their previous very manual processes.
Reporting & Dashboards
We also set up a series of customised dashboards and reports for all three teams, and for management, to understand the full picture of how the data is coming together. The alignment of the data being presented visually for all three teams means they can make joint revenue/operations decisions much more easily.
Business Operations Completely Transformed
The new processes in place, especially on the sales and service side, mean that all reps are working to the same SLAs, and this is being tracked and monitored. The cobbled-together inbox previously had none of this, so the addition of trackability here means managers are now able to assess team performance for the first time. This is leading to an overall better customer experience.
What Did The Client Think?
Behind the Scenes of JDR
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