How we transformed our customer relationships with HubSpot automation
Updated: Oct 24, 2022
With thousands of partners using our WhiteLabelDating.com SaaS platform, we needed a CRM tool which could reduce manual tasks associated with account management and automate a lot of the lower level communication with these partners. We adopted HubSpot in 2018 - a tool which has helped us propel Venntro’s marketing and customer service to the next level.
Before onboarding with HubSpot, we were running partner communication in individual staff inboxes, notes were being recorded in staff note pads - by hand, and every day we would gather together as a team to update on the day's activities and understand the progress each of our team and partners was making - everything was manic and archaic.
We needed a solution which would enable us to serve each and every single new, and existing, partner without increasing our headcount. A solution that would also move us away from our current, anachronistic practices.
This solution was HubSpot.
Partner relationship management
HubSpot lets us effectively manage all interactions with all of our partners. The CRM records all partner communication, including emails, SMS, calls and online meetings. We have a one page view of every partner's history with our business. This means we’re able to have insightful and productive conversations every time we conduct calls and meetings.
Having a log of all previous communication has enabled us to build fantastic relationships with partners. This has has improved our customer service and business revenues - for us and partners.
Automation is key
Our team no longer gets caught up in tedious and repetitive tasks as we are able to put the majority of our partner communication on autopilot. This is a godsend for our marketing team, who are able to effectively automate - providing helpful content based on our partners' behaviours and where they sit within the customer journey.
Not only this, we’ve also been able to launch self-serve tools which means our partners all over the world are able to get the answers and resources they need, when they need them. There is no longer a reliance on our staff to support them - a change that has allowed us to scale our partner count massively, without increasing headcount.
An all-in-one sales, marketing and service solution
The beauty of HubSpot is that it is a one-stop solution for all of our digital marketing processes. Our sales and marketing efforts are now perfectly streamlined and we’ve been able to reach our goals much more effectively.
HubSpot email features eliminate email guesswork - we’re now able to see exactly what our partners are engaging with and when. We’re notified each time a partner interacts with an email - whether this be an open or a click. This feeds into HubSpots wider reporting tools so we can always be sure which elements of our email strategy are working and which aren’t. These notifications also ensure that our account management team are able to follow up with prospective partners when we are at the forefront of their minds.
Live chat and other tools
HubSpot has also allowed us to implement a website chat function. The chat wizard is set up to assist both existing partners and new partners. Whatever questions a website visitor may have, the chart wizard intelligently guides them to the most suitable solution - whether this be our help center, a video tutorial, a signup page or a chat with our account management team in real-time. This is in action around the clock and means we’ll never miss an incoming enquiry and our partners will always have the tools and guidance they need.
Seamless integration with Venntro’s technology stack
We have successfully integrated HubSpot with Venntro's wider technology stack. The technology stack which has helped us to massively reduce our headcount whilst still delivering (or in most cases improving upon) the same output.
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