HubSpot CRM Implementation
CREATES DEPARTMENT ALIGNMENT
CASE STUDY
SUMMARY
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WHO IS THE
MANUFACTURER?
This well-established private-label manufacturer has been gaining momentum within the cosmetics, pet care and home care industries and were experiencing rapid growth.
However, as the company began to scale, its internal processes and systems began to feel overstretched. At the time, the business relied on multiple spreadsheets, little black books, post-it notes, MS Outlook and human memory.
Recognising that accountability, automation, and delivering improved customer experiences were of significant importance to the business, we were approached to create a roadmap for the implementation of HubSpot that aligned perfectly with the company's objectives.
THEIR
CHALLENGES
No
single source of truth with data
All their information was stored in separate 'silos', making it difficult to access information from various sources.
There was also a disconnect between the firm’s sales, product development and production teams. The complexity of the business required teams (sales, product development, manufacturing and logistics) to work closely together. Account managers couldn’t obtain the production schedule to update customers who have placed an order. This negatively impacted the overall customer satisfaction.
Despite using HubSpot Marketing Hub for some time, the company encountered difficulties in extracting any real value. They sought our support to help them realign their teams and improve productivity across the business.
OUR
APPROACH
Data
migration from spreadsheet to HubSpot
We conducted discovery sessions with managers across marketing, product development, sales, service, and production to understand the key objectives of their sales process.
By diving deeper into the customer journey from initial contact to order fulfilment, we identified areas for improvement and mapped these to a workflow that could be automated in HubSpot. Engaging with key stakeholders, we gathered user stories to better understand each functionality and successfully onboarded the team to HubSpot, familiarising them with the platform.
In addition to implementing the workflow, we migrated all of the company’s data to HubSpot, centralising information and communication records and eliminating silos. By unifying their data and internal processes on a single platform, the staff now manage everything in one place, reducing the need to search through separate systems, chase updates, or track past customers inefficiently.
THE
RESULTS
Since implementing HubSpot's growth suite, the manufacturing business witnessed an improvement in efficiency and communication across the business. The time required to shift service requests from sales to production has halved, allowing the sales team to spend more of their time on what they excel at – selling!
As a result, the manufacturer saw an expansion in their sales pipeline, with a 380% surge in sales resulting in over £6 million in revenue, something which wouldn’t have been possible without a scalable system.
As their CEO said: "This transition has marked a significant cultural shift, one that the team at Axon Garside helped us navigate with ease. We are now enjoying the advantages of automation, efficient reporting, and communication management, leading to enhanced customer experiences that encourage customers to return for more."