Monitoring and reporting quality checking within hubspot

Smart CRM & Sales Hub Tips, Tricks & Best Practices
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1

Morning all,

At the moment, we use a seperate excel spreadsheet to quality check the customer journey and data entered within HubSpot.

I would like to manage this within HubSpot so we can identify, monitor, automate and build reporting around:

* Process friction

* Process adherence

* Continuous improvement

* Customer journeys

* Agent accuracy and performance

Does anyone have any ideas or ways that they currently monitor this within the CRM please?

2

Hi @SCooper8,

Can you elaborate a bit or give examples of what you understand when you say process friction, process adherence etc? This could be referring to a few things.

Best regards

3

Hi Karsten,

By process friction and process adherence, I mean:

* Identification of blockages and delays across pipeline stages

* Incorrect/inaccurate/no information entered

* Adherence to the standard process by the agent (correct data entered)

* quality of communication

Many thanks,

Sarah

4

Hi @SCooper8,

For blockages and delays across pipeline stages, I’d recommend checking the sales analytics: Create sales reports in the sales analytics suite

For incorrect/inaccurate/missing information, the data quality command center is a great place to start: Use data quality tools

In addition, you can create reports for specific properties you want to monitor closely: Create custom reports

Regarding adherence to the standard process, this would be covered by the above resources.

In terms of quality of communication, call recording and transcripts can be reviewed: Review call recordings and transcripts

Additionally, you can create custom reports (see above) for activities with the activity type email or do spot checks of email communication in contact, company and deal records.

A lot of the features above require subscriptions to specific hubs, e.g. Sales Hub Professional or Operations Hub Professional.

Let me know if you have any follow-up questions!

5

Thanks Karsten, but what I’m talking about is an overview and QC grading for each individual team member, based on the QC excel spreadsheet we have.

We have reporting for the basics, but this doesn’t cover off individual QC checks.

6

Hi @SCooper8,

HubSpot doesn’t have anything that would serve as a one-stop-shop. There are the building blocks (see my previous reply) but there isn’t any way to get all of the information, laid out as a table by user, in one report.