non sales/backend capabilities

[SSteckel]

currently setting up hubspot and we have our "marketing", contact, deals, stages, workflows, etc all set up but i'm trying to figure out how to do things as an admin not related to sales.

One thing i'm not 100% sure is even possible is we have a lot of backend workflows with our current CRM provider (acculynx) that are super helpful AFTER the deal is considered "won-closed" for the rep. 

Such as: sending install instructions, scheduling installs, notifiying or steps after install completion, collections emails, etc...

I'm not sure if there is an app i need to use to integrate additional pipelines , workflows, tasks, etc that'll be able to achieve more of the admin aspect of things or if hubspot has a way to do something slightly similar?

We are open to having apps integrated just not our current CRM.

[karstenkoehler · Accepted solution]

Hi @SSteckel,

HubSpot does have capabilities for after-sales and customer service, these are packed into the HubSpot Service Hub: https://www.hubspot.com/products/service

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Service Hub connects all your customer service data and channels on one customer platform, so you can easily support, retain, and grow your customer base. The result? Better customer service management, and delighted customers at every stage of the journey.

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One way Service Hub (even the free version of it) could be used in your case is by considering ticket records along with tasks for the types of activities you're mentioning. Without having more detail, it's a bit hard to say what an exact setup could look like however.

HubSpot's automation capabilities can also help automating the creation of these tickets, reminders for certain situations and reporting on completion of tickets or tasks. With clearly formulated requirements, a lot can be achieved.

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

[SSteckel]

Hello, interesting information! We do not have service hub and it was briefly mentioned when we had our first hubspot call. I'll look more into this and see if it's what we'll need. thank you!

[MelissaE08]

Hi Shinay,

There's a couple of ways you could go about this, but the simplest might be setting up a service pipeline to transition to post sale to complete the scheduling and installation part of the process (also a pipeline). Are you currently using Service Hub, have you considerend using it for this process. Love to hear your thoughts about this as a potential option. 

Thanks,

Melissa

[SSteckel]

Hello, thank you for the information. Service hub was very briefly gone over when we first did our hubspot call. Another commentor explained a little more of it's use so that may be something we try. 

If we did a service pipeline i'm guess this is where a closed deal would be moved to a "service" pipeline? I read that may cause issues with getting accurate sales information? However, i haven't tried it and may look at using quotapath for some of the information we need so i'm not sure if that'll void any inaccurate information another pipeline may cause. 

[MelissaE08]

Hey @SSteckel,

One thing to keep in mind is that the pipelines are totally separate - so you could have a deal pipeline close won which triggers the creation of a ticket pipeline (you could have multiple pipelines if installation or schedulign differs for different products or offerings.) So you could automate the creating of the ticket pipeline based on the deal pipeline but in theory they would be very separate and sales reporting would be based off of your deal pipeline and installation/scheduling reporting would be based off of the ticket pipeline. Hope that helps!

Melissa