This is a really interesting approach. Definitely agree about how you suggest using pipelines to increase visibility into how projects are progress with time in stage and average completion time reports, that’s a huge advantage over using custom properties as pipeline movements get timestamped.
We use and recommend a similar approach for managing the onboarding experience for new customers using either Deal or Ticket pipelines in HubSpot for the internal process management and an Arrows action plan for the custom facing tasks and experience.
A few months ago we put together this guide to setting up HubSpot pipelines for customer onboarding and project management.
A few of the HubSpot features I like to use around the pipeline for managing the process:
1. Workflows for updating pipeline stages when customers complete tasks/phases in their plan
2. Workflows to assign internal tasks based on pipeline stage and customer behavior (task queues are a game changer for effciency)
3. Workflows to send both internal and external email notifications and reminders for upcoming and past due tasks
4. Custom reports for project progress and surfacing “at-risk” customers
5. Attaching a customer facing Arrows plan so external participants in a project don’t have to be given HubSpot access and get see what they need to do next.
