Do you know how your teams are actually using HubSpot?

SOLVE
jbogaert
HubSpot Moderator

With RevOps orchestrating the customer experience, we cannot take for granted the ways our GTM experience their tools. As a HubSpot Admin, what actions you undertake to understand how your teams are using HubSpot. How do you go about understanding the source of their user errors and other friction points? 

2 Accepted solutions

Accepted Solutions
Drew_Cohen
Solution
Top Contributor

This is a great question, @jbogaert. One of the ways that our core HubSpot teams have been able to fully understand how the various teams use the system is ensuring that we take advantage of HubSpot's Teams and Roles feature. In our internal documentation system, we have a dynamic document that we consistently update with the latest breakdown of the various teams we've set up in HubSpot, who belongs in those teams, how those teams are used (e.g. workflows/routing), and exactly what the roles are and what permissions belong to those roles. Maintaining a document like this can be incredibly helpful to HR teams so that during the onboarding of new employees, they can seamlessly be set up in HubSpot and provisioned with the proper access. This takes the guesswork out of what features that users have access to.

 

Once we know what features a user has access to, the question of how they're using HubSpot becomes significantly more simple to answer. Essentially, we know the puzzle pieces, and we just have to figure out which puzzle pieces have already been used. To solve for this piece, we routinely have cross-functional "pod" meetings that allow us to understand how the various teams (e.g. Sales) are using HubSpot, what areas of the system they're experiencing friction with, and then we ensure that these pain points are added to our shared project tracker for proper prioritization in our project calendar.

 

Overall, on a quickly scaling team, understanding how our users are using HubSpot is critical, but by leveraging the Teams/Roles features, it becomes a much more manageable task.

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JenBergren
Solution
Top Contributor | Diamond Partner

Hi @jbogaert !

Drew has some great advice! The teams/roles feature is helpful for many reasons, including if you get requests for more permissions from people who should not need that certain access...it is definitely time to investigate why that person thinks they need to use certain features, what are they trying to do, and what education they might need. Preventing every person on the team from having all permissions also helps in the process of elimination to find out what team or person is causing any errors.

I think a good starting effort would be to listen for any mentions of HubSpot or issues related to processes using HubSpot, during the regular meetings you have with each department (marketing, sales, service, finance, etc,). Ideally you'd be encouraging or helping all teams to document how they use the tools you are in charge of (like HubSpot) so you can improve that documentation/processes and keep it where all team members can access it...though that would be a thread in itself!

And during your daily/weekly/monthly HubSpot maintenance routine, noticing if any particular user or team is the creator or last modified person responsible for bad data, incorrect info, lack of data, lack of following naming conventions etc.

After you have the understanding part complete, you can move on to reminding and/or re-training the current team in multiple ways (in team meetings, in wikis, on slack, in team newsletter), adding more education to onboarding processes related to using HubSpot to prevent the issue, and adding any more RevOps team checks into place for making sure the errors and friction are minimized.

 

Jen Bergren

Sr. Operations Manager

Remotish -- A HubSpot RevOps and WebOps Agency


Thanks!
Jen Bergren
Sr. Operations Manager
Remotish -- A HubSpot RevOps and WebOps Agency

View solution in original post

4 Replies 4
Drew_Cohen
Solution
Top Contributor

This is a great question, @jbogaert. One of the ways that our core HubSpot teams have been able to fully understand how the various teams use the system is ensuring that we take advantage of HubSpot's Teams and Roles feature. In our internal documentation system, we have a dynamic document that we consistently update with the latest breakdown of the various teams we've set up in HubSpot, who belongs in those teams, how those teams are used (e.g. workflows/routing), and exactly what the roles are and what permissions belong to those roles. Maintaining a document like this can be incredibly helpful to HR teams so that during the onboarding of new employees, they can seamlessly be set up in HubSpot and provisioned with the proper access. This takes the guesswork out of what features that users have access to.

 

Once we know what features a user has access to, the question of how they're using HubSpot becomes significantly more simple to answer. Essentially, we know the puzzle pieces, and we just have to figure out which puzzle pieces have already been used. To solve for this piece, we routinely have cross-functional "pod" meetings that allow us to understand how the various teams (e.g. Sales) are using HubSpot, what areas of the system they're experiencing friction with, and then we ensure that these pain points are added to our shared project tracker for proper prioritization in our project calendar.

 

Overall, on a quickly scaling team, understanding how our users are using HubSpot is critical, but by leveraging the Teams/Roles features, it becomes a much more manageable task.

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jbogaert
HubSpot Moderator

Thanks for your insight, Drew! Having a document that details that seems like the right first first step in understanding. Like you said, it needs to dynamic. Speaking from experience, how do you keep it dynamic without becoming outdated quickly? Are there any best practices you can share? For instance, do you get together with your team periodically to ensure the document is up to date? 

Also, do you perhaps have an empty version of that document to share with us? Would be really great to feature something like that in our Resources section!

0 Upvotes
JenBergren
Solution
Top Contributor | Diamond Partner

Hi @jbogaert !

Drew has some great advice! The teams/roles feature is helpful for many reasons, including if you get requests for more permissions from people who should not need that certain access...it is definitely time to investigate why that person thinks they need to use certain features, what are they trying to do, and what education they might need. Preventing every person on the team from having all permissions also helps in the process of elimination to find out what team or person is causing any errors.

I think a good starting effort would be to listen for any mentions of HubSpot or issues related to processes using HubSpot, during the regular meetings you have with each department (marketing, sales, service, finance, etc,). Ideally you'd be encouraging or helping all teams to document how they use the tools you are in charge of (like HubSpot) so you can improve that documentation/processes and keep it where all team members can access it...though that would be a thread in itself!

And during your daily/weekly/monthly HubSpot maintenance routine, noticing if any particular user or team is the creator or last modified person responsible for bad data, incorrect info, lack of data, lack of following naming conventions etc.

After you have the understanding part complete, you can move on to reminding and/or re-training the current team in multiple ways (in team meetings, in wikis, on slack, in team newsletter), adding more education to onboarding processes related to using HubSpot to prevent the issue, and adding any more RevOps team checks into place for making sure the errors and friction are minimized.

 

Jen Bergren

Sr. Operations Manager

Remotish -- A HubSpot RevOps and WebOps Agency


Thanks!
Jen Bergren
Sr. Operations Manager
Remotish -- A HubSpot RevOps and WebOps Agency

View solution in original post

jbogaert
HubSpot Moderator

Hi @JenBergren, incredibly helpful, thank you! That strikes a chord with me. A recurring theme in RevOps is that you're constantly on the lookout for these clues that indicate friction. And once you understand what you're looking at, you can then devise a solution that solves for both of your teams. 

0 Upvotes