topic Re: CRM Vs Service Systems in Tips, Tricks & Best Practices

CRM Vs Service Systems

JGray30 — Sun, 10 Aug 2025 08:35:49 GMT

We currently have an online Portal for our customers who can claim "points" a bit like Nectar points or Loyalty Cards. The Portal has become a dinosaur and I was wondering how to utilise Hubspot. In short we sell our machines to Dealerships and they sell them on to their customer. It is at that point they make a claim for points relevant to their machine some have more points than others. There is criteria:

Date of their sale
Date of their warranty registration
Full name and address of THEIR customer including email
Serial Number of the machine ( which would need to link to the machine model & respective points value)
Dealer Sales Person Name

Currently the dealer logs on to the portal via an APP which is slowly starting to error and we have no means of fixing it.

I would love to go to my Senior Managers and come up with a Hubspot solution. Which would

Gather the information (as above)
Check if the dealer customer already exists (this bit I suspect will be manual intervention by me)
Allow the Dealership to make a claim (fulfilling the criteria)
The claim is acknowledged as received and being processed (sits in New Claim)
The claim moves to approved (only when data is checked by me)
Then moves to Paid Out by Accounts (an external company makes payment to a "card" by us issuing a spreadsheet
Once payment is made that claim is closed by Accounts.
Accounts will need access to the slaes or service system to approve etc (whichever is the right option)

I do hope that makes sense I am not entirely sure how to proceed and which is the best option (Sale or Service).

I need to be able to see the progress of the claims. They will come to me and I will check all the data.

The Dealerships need to make a claim using hubspot and not sure what medium that would take?

Thank you in advance

Re: CRM Vs Service Systems

LSchmidt63 — Sun, 10 Aug 2025 15:40:01 GMT

I’ve seen something similar set up in HubSpot before, but it usually ends up being a hybrid of CRM tools + a couple of custom workflows, because HubSpot doesn’t have an out of the box loyalty/points module.

For your case, you could create a custom object for Claims that stores all the fields you listed (sale date, warranty date, serial, dealer, etc.) and link it to both the dealer’s record and the end customer. Dealers could submit via a HubSpot form (embedded in a private landing page or portal-like page) that automatically creates a claim record.

From there, you could build a pipeline in the CRM to track the claim status (New Claim - Approved - Paid Out - Closed) with workflows sending notifications at each stage. The check if customer exists step could be partly automated with duplicate management rules, though some manual review would still be needed.

For accounts, you could either give them filtered access to the claims pipeline in HubSpot or export the approved ones for payment. It’s not as seamless as a purpose-built loyalty app, but it keeps everything in one place and makes tracking progress straightforward.

Re: CRM Vs Service Systems

JGray30 — Sun, 10 Aug 2025 17:13:01 GMT

Please forgive my ignorance, what is a private landing page? Never heard of a portal page either? Sorry

Re: CRM Vs Service Systems

chighsmith — Mon, 11 Aug 2025 16:39:06 GMT

Hi @JGray30,

Thank you for reaching out to the Community! I'd like to tag in some of our top contributors to see if they have any recommendations on this - @karstenkoehler @Anonymous @MadisonMoniz - Do any of you all have any suggestions?

Cassie, Community Manager