New CRM Set Up

[KarenAchi1]

I am currently evaluating CRM solutions that can fully support the specific operational needs of our furniture wholesale and retail business. We have previously used Salesforce but found it too rigid for our dynamic environment. I am particularly interested in understanding whether HubSpot CRM can be tailored to meet our unique requirements, which I have detailed below:

1. Comprehensive Integration Across Departments:

   • Requirement: A unified system that can link our finance, marketing, and supply chain departments under one platform, facilitating seamless data flow and communication.
   • Specific Needs: Ability to customize data fields, workflows, and dashboards to reflect our operational structure, integrating data such as inventory levels, financial metrics, and marketing campaigns.

2. Flexible and Customizable Workflow Management:

   • Requirement: The CRM should allow for the creation and modification of workflows without constraints typically imposed by standard CRM solutions.
   • Specific Needs: Custom pathways for client management that do not follow the traditional lead -> opportunity -> sale sequence, instead focusing on long-term relationship management and recurring orders.

3. Real-Time Data Reporting and Analytics:

   • Requirement: Advanced reporting capabilities that provide real-time insights into business metrics.
   • Specific Needs: Customizable reports and dashboards that can track and analyze data such as sales targets, order frequency, and year-over-year growth; all accessible in real-time to support quick decision-making.

4. Robust Integration Capabilities:

   • Requirement: High compatibility with external ERP systems and other essential business tools.
   • Specific Needs: Seamless integration with ERP platforms (e.g., SAP, Oracle ERP), and communication tools such as Slack, email, and web forms to ensure that all departments are interconnected and efficient.

5. User and Access Management:

   • Requirement: Capabilities to define roles and permissions accurately to maintain data integrity and security.
   • Specific Needs: Detailed user access control to allow different visibility and editing rights, ensuring that team members can only access pertinent information necessary for their roles.

Could you please provide detailed information on how HubSpot CRM can meet these specific requirements? Additionally, if there are any particular plans or packages that would be most beneficial for our scenario, or any resources such as tutorials and guides that can assist us in setup and customization, it would be greatly appreciated.

Thank you for your time and assistance. I look forward to your prompt and detailed response as we aim to make a well-informed decision.

[RThomas7 · Accepted solution]

Good morning - I have worked on teams that have implemented this for some of the nation's largest furniture manufacturers and believe my experiences can help (See HubSpot's Capabilities bullet point under each item:

1. Comprehensive Integration Across Departments:

   • Requirement: A unified system that can link our finance, marketing, and supply chain departments under one platform, facilitating seamless data flow and communication.
   • Specific Needs: Ability to customize data fields, workflows, and dashboards to reflect our operational structure, integrating data such as inventory levels, financial metrics, and marketing campaigns.
   • HubSpot's Capabilities: Everything listed under Specific Needs can be done. You will need at least Ops Hub Pro, Sales Hub Pro, and Marketing Enterprise for most of the build to be as smooth as possible. 
     While HubSpot is a platform that can handle and process this data, you will absolutely need custom development for this to work. HubSpot has robust API documentation and few limitations that can't be solved for in this arena. Typically, supply chain dept. is handled by an ERP and needs to be integrated with HubSpot. Marketing can (and should) be done in HubSpot. Finance is often related to the ERP or is in another system altogether. That sould also need to be integrated with HubSpot. *When I say integrated you should assume custom code.

   • Flexible and Customizable Workflow Management:

     • Requirement: The CRM should allow for the creation and modification of workflows without constraints typically imposed by standard CRM solutions.
     • Specific Needs: Custom pathways for client management that do not follow the traditional lead -> opportunity -> sale sequence, instead focusing on long-term relationship management and recurring orders.
     • HubSpot's Capabilities: What constraints? With Custom Code Actions (available in Ops Hub) you can add onto any of HubSpot's out of the box (very robust) workflow capabilities. I'd say a resounding 'yes' for HubSpot working here.
       Regarding lead stages and pipeline management, HubSpot is very flexible and customizable. This is simple to implement - the magic is in the planning. Configuring is a breeze once you're clear on what you're looking to accomplish.

   • Real-Time Data Reporting and Analytics:

     • Requirement: Advanced reporting capabilities that provide real-time insights into business metrics.
     • Specific Needs: Customizable reports and dashboards that can track and analyze data such as sales targets, order frequency, and year-over-year growth; all accessible in real-time to support quick decision-making.
     • HubSpot's Capabilities: Yes, but it is worth mentioning that no matter what system you're using, reporting is only as good as the data it has access to report on. This means that the data should be available in HubSpot in real time if you want to report on it in real time. This is a direct result of integrating the necessary systems like finance, billing, and ERP for data availability in HubSpot. Totally doable, just wanted to call that out.

   • Robust Integration Capabilities:

     • Requirement: High compatibility with external ERP systems and other essential business tools.
     • Specific Needs: Seamless integration with ERP platforms (e.g., SAP, Oracle ERP), and communication tools such as Slack, email, and web forms to ensure that all departments are interconnected and efficient.
     • HubSpot's Capabilities: Ok, the word 'seamless' gets thrown around too often in tech. What is easy: Slack, Email, Web Forms (like REALLY easy and wildy robust). What is not so easy is again the custom development very likely needed to integrate SAP, Oracle, or whatever systems you're using. It can be done with custom development. Once that is set up correctly, then yes, it is "seamless", but there is not an out of the box solution that will likely meet your needs. (No platform will have this. It is just too custom and complex at this level to create an out of the box solution. It must be tailored to your business, or it won't be useful.)

   • User and Access Management:

     • Requirement: Capabilities to define roles and permissions accurately to maintain data integrity and security.
     • Specific Needs: Detailed user access control to allow different visibility and editing rights, ensuring that team members can only access pertinent information necessary for their roles.
     • HubSpot's Capabilities: Easy in HubSpot. Totally doable. 
       
       

Lastly, one of the challenges that HubSpot has is CPQ. However, a very useful and elegant solution for this is GleanQuote. In fact, there is even a HubSpot app for this that does make this very very easy. 

Hope this helps!
-Raymond

[CYM-Chris · Accepted solution]

@KarenAchi1 not much to add here other than offering some other pieces of content that may add some additional context and perspective for you.

The HubSpot / ERP Balancing Act with Alexia Petrakos - 

https://youtu.be/xB-xb8C-vVY?si=i0R52HM8xrGWnCXf

Order Management in HubSpot with Cody Lopez -  https://youtu.be/WfTkA6XschI?si=bMdQ0AfXzXN7nzGE

B2B Order Portals - 

https://youtu.be/4mOvR4cOgG4?si=l0WCqXN7fALsUt2U

Order Management in HubSpot - 

https://youtu.be/XNtBYVvoIB8?si=wr4b3fm3dqmjhhdf

Not that I expect you to watch hours of content but if anything resonates with you, I love helping people think through bringing their quote-to-cash and post-sales order management processes into HubSpot.

Commerce Hub is relatively new to HubSpot and being developed very quickly so it's a challenge to find up to date resources regarding things like Orders, Invoices, Payments, and Subscriptions.

Long story short, HubSpot can work well alongside any ERP and is the best internal/external communication management platform on the market.

[MPurchase9117]

Good Afternoon Karen,

One of the key benefits of HubSpot compared to other CRMs I have worked on in the past is it's ability to flex it's capabiltiies to most industries including furniture and wholesale companies. I have made a few notes to your specific questions below but it would be great if you could let me know your availability to jump on a call to discuss in more detail and hopefully allow us to show you some great examples of solutions to your problems. 

I believe at this stage, as you are talking about inventory levels, I would recommend utilising the Sales Enterprise License, although if this is already managed in an external system and can be stored within a field/through a report viewpoint (you can use HS dashboards to show external data), we could look at the integration to use the Sales Pro License for the relevant users.

You would not necessarily need this license for every user either as the individual needs will vary so that will help with the cost of the software licences (as would working directly with a HubSpot partner).

Data Fields, workflows and dashboards can be configured to very minute details to ensure the information can be seen by who it needs to be seen for their purpose and the dashboards can be easily filtered and shared, pulling data from all relevant sources. 

HubSpot has recently worked on refining it's workflow structure and from my experience, this can be very customised, either through specific action builds or utilising custom code to pull through additional data or conduct querues as well as being able to be easily refined to reflect a change or variation of needs (again any specific examples you wish to share, I can discuss how these could be replicated or how this would work in HubSpot). The tool itself will also make recommendations on how to effectively reduce issues/errors and streamline your automations. 

All HubSpot dashboards are Real-Time so the information shown is reflective of that specific moment in time based on the data in the system so any changes you make either through automation or manual amendments (or via an integration) will display within seconds on the dashboard for anybody who has access. 

One of HubSpot's biggest plus points is the amount of systems it has integrations for out of the box, with a configurable level of data transfer to ensure the right information is transmitted between systems and the wider tech-stack. It also has a great API set-up so for systems that don't already have a connection with the platform can easily be set up and configured. 

The User section of HubSpot can allow you to be very minute on almost every single aspect (and dependent on license) can even be down to field level permissions so sensitive information can only be seen by who needs it. You can also customise views so dependent on the job role of your user, they see the most pertinent information for them. You can have this set up for any object within the HubSpot system so you can say that somebody can view certain sections of each feature to so they can only do what they need for their role

I hope that helps and I would welcome the opportunity to discuss this in further detail with yourself to discuss some real-life examples and help you make the right decision around your CRM requirements. 

At WeDoCRM, we do already have a migration guide to help answer some questions you need to consider when migrating and this can be accessed here > https://www.wedocrm.co/resources/crm-migration-starter-guide/ 

Kind Regards
Matt Purchase
WeDoCRM

[RThomas7 · Accepted solution]

Good morning - I have worked on teams that have implemented this for some of the nation's largest furniture manufacturers and believe my experiences can help (See HubSpot's Capabilities bullet point under each item:

1. Comprehensive Integration Across Departments:

   • Requirement: A unified system that can link our finance, marketing, and supply chain departments under one platform, facilitating seamless data flow and communication.
   • Specific Needs: Ability to customize data fields, workflows, and dashboards to reflect our operational structure, integrating data such as inventory levels, financial metrics, and marketing campaigns.
   • HubSpot's Capabilities: Everything listed under Specific Needs can be done. You will need at least Ops Hub Pro, Sales Hub Pro, and Marketing Enterprise for most of the build to be as smooth as possible. 
     While HubSpot is a platform that can handle and process this data, you will absolutely need custom development for this to work. HubSpot has robust API documentation and few limitations that can't be solved for in this arena. Typically, supply chain dept. is handled by an ERP and needs to be integrated with HubSpot. Marketing can (and should) be done in HubSpot. Finance is often related to the ERP or is in another system altogether. That sould also need to be integrated with HubSpot. *When I say integrated you should assume custom code.

   • Flexible and Customizable Workflow Management:

     • Requirement: The CRM should allow for the creation and modification of workflows without constraints typically imposed by standard CRM solutions.
     • Specific Needs: Custom pathways for client management that do not follow the traditional lead -> opportunity -> sale sequence, instead focusing on long-term relationship management and recurring orders.
     • HubSpot's Capabilities: What constraints? With Custom Code Actions (available in Ops Hub) you can add onto any of HubSpot's out of the box (very robust) workflow capabilities. I'd say a resounding 'yes' for HubSpot working here.
       Regarding lead stages and pipeline management, HubSpot is very flexible and customizable. This is simple to implement - the magic is in the planning. Configuring is a breeze once you're clear on what you're looking to accomplish.

   • Real-Time Data Reporting and Analytics:

     • Requirement: Advanced reporting capabilities that provide real-time insights into business metrics.
     • Specific Needs: Customizable reports and dashboards that can track and analyze data such as sales targets, order frequency, and year-over-year growth; all accessible in real-time to support quick decision-making.
     • HubSpot's Capabilities: Yes, but it is worth mentioning that no matter what system you're using, reporting is only as good as the data it has access to report on. This means that the data should be available in HubSpot in real time if you want to report on it in real time. This is a direct result of integrating the necessary systems like finance, billing, and ERP for data availability in HubSpot. Totally doable, just wanted to call that out.

   • Robust Integration Capabilities:

     • Requirement: High compatibility with external ERP systems and other essential business tools.
     • Specific Needs: Seamless integration with ERP platforms (e.g., SAP, Oracle ERP), and communication tools such as Slack, email, and web forms to ensure that all departments are interconnected and efficient.
     • HubSpot's Capabilities: Ok, the word 'seamless' gets thrown around too often in tech. What is easy: Slack, Email, Web Forms (like REALLY easy and wildy robust). What is not so easy is again the custom development very likely needed to integrate SAP, Oracle, or whatever systems you're using. It can be done with custom development. Once that is set up correctly, then yes, it is "seamless", but there is not an out of the box solution that will likely meet your needs. (No platform will have this. It is just too custom and complex at this level to create an out of the box solution. It must be tailored to your business, or it won't be useful.)

   • User and Access Management:

     • Requirement: Capabilities to define roles and permissions accurately to maintain data integrity and security.
     • Specific Needs: Detailed user access control to allow different visibility and editing rights, ensuring that team members can only access pertinent information necessary for their roles.
     • HubSpot's Capabilities: Easy in HubSpot. Totally doable. 
       
       

Lastly, one of the challenges that HubSpot has is CPQ. However, a very useful and elegant solution for this is GleanQuote. In fact, there is even a HubSpot app for this that does make this very very easy. 

Hope this helps!
-Raymond

[Jnix284]

Thanks for jumping in @RThomas7 and providing such a detailed response, I appreciate you taking the time 🙌

[KarenAchi1]

Hi Raymond,

Thank you so much for your detailed and informative response regarding the capabilities of HubSpot in relation to our specific requirements. Your breakdown of each point has provided us with a clearer understanding of what HubSpot can offer and the extent of customization needed to tailor the system to our needs.

Before we commit to a plan or begin our migration process, it would be immensely helpful to have access to some documentation or resources that can guide us on how to implement these customizations effectively. Could you recommend any specific guides, HubSpot documentation, or other resources that would be particularly useful for our scenario?

Additionally, any advice on steps we should take before committing to a plan would be greatly appreciated. We want to ensure that we are fully prepared and informed before moving forward.

Thanks again for your valuable assistance, Raymond.

Looking forward to your recommendations.

[RThomas7]

Hi Karen,

I can provide some documentation as an entry point, but the nature of
custom development (and therefore, the planning ahead of time) is such that
there isn't really a "How To" article that exists.
The business requirements are determined and someone acting as a HubSpot
Solutions Architect will develop the plan (a solution design). A developer
will use API documentation from both integrated systems to solve for the
business requirements. Then an implementation team or technologist will set
up your portal.

There is likely going to be data migration (moving data from one system to
another) in addition to integration (2 or more systems sharing data with
each other).

The solution design will account for both.
The Developers figure out and complete the "how it's done" part of the
migration and/or integration (sometimes migrations are completed by
technologists depending on the requirements).
The implementation team/technologist configures HubSpot now that all the
data is ready. Think reporting dashboards, pipelines and stages, email
setup, workflow automations, etc...

>From there you can use some of these articles to set up and configure
HubSpot for your needs:

https://knowledge.hubspot.com/reporting-and-data
https://knowledge.hubspot.com/connected-email/connect-your-inbox-to-hubspot
https://knowledge.hubspot.com/object-settings/set-up-and-customize-your-deal-pipelines-and-deal-stag...

This is a large undertaking and hiring a consultant to get you started
would be a good idea if you don't have anyone on your team internally
with the skill set outlined above.

Additionally, finding a good HubSpot partner agency to work with would be a
good idea.
(I am a consultant, but not a HubSpot partner agency.)

[Jnix284]

@KarenAchi1 confirming what both @RThomas7 and @trevordjones have shared, that this is not an OOTB solution, integrating an ERP and leveraging HubSpot for this type of solution will require a seasoned expert/partner to help - no how to guide could replace the expertise they bring to the table.

[Shadab_Khan]

Hi @Jnix284 , thanks for tagging me. @KarenAchi1 , to answer your question, I'll build on what Jennifer mentioned. HubSpot can be both basic and comprehensive. Having used Salesforce, which I find quite robust, I'm curious to learn more about your needs.

• Comprehensive Integration Across Departments:

  • HubSpot can facilitate integration across departments with a mix of standard and custom objects. This setup supports seamless data flow and communication.

• Flexible Customization and Workflow Management:

  • HubSpot's workflow tools are solid and flexible, allowing for significant customization beyond standard CRM constraints.

• Real-Time Data Reporting and Analytics:

  • HubSpot offers robust reporting capabilities. However, native integrations may have limited functionality. The extent of integration depends on developer support and HubSpot's object sync capabilities.

• Robust Integration Capabilities:

  • While HubSpot offers some integration, limitations exist. We often use make scenarios to build custom solutions for more extensive integration needs.

• User and Access Management:

  • HubSpot provides strong user and access management features, including permission sets. You can even design user flows with user-based objects.

• Recommendations:

  • I recommend exploring HubSpot's developer portal to recreate desired systems and test features. If you prefer not to go through a sales process, setting up a demo and developer portal can help you understand the platform's fit for your needs. Test custom objects, automation, and reporting to evaluate their capabilities.

• Further Assistance:

  • If you prefer guidance, I can connect you with our team members or a solutions architect to discuss your specific needs. HubSpot's customizability is impressive, from UI capabilities to custom-coded solutions. If you're interested in connecting with our team, let me know.

• Conclusion:

  • HubSpot offers significant flexibility and customization options, from UI functionalities to advanced integrations and custom solutions. Let me know how you’d like to proceed, and I’ll assist you further.

[KarenAchi1]

Hi Shadad, thank you for your detailed reply.

To clarify, I am not seeking a CRM system solely for tracking new leads. Instead, I require a comprehensive solution that functions both as a CRM and an ERP. The system should facilitate the integration of all office operations, not just sales. It's crucial that this system can handle the complexities of managing large, established client relationships with recurring orders, rather than focusing on acquiring numerous new clients.

We plan to implement this system primarily in our office environment to streamline operations across multiple departments—including finance, marketing, and supply chain—rather than in our retail stores at this stage. The goal is to create a unified platform that enhances operational efficiency and visibility without the need to micromanage every detail, ensuring that all departments can function seamlessly together.

I am looking for a solution that supports this integrated approach, offering the flexibility to adapt to our specific business processes and the scalability to grow with our needs.

[Shadab_Khan]

Hi @KarenAchi1 

Thank you for clarifying your needs. I understand that you're looking for a comprehensive solution that functions as both a CRM and an ERP, focusing on managing large, established client relationships and integrating all office operations.

HubSpot's Capabilities

1. Comprehensive Solution: HubSpot is not just for tracking sales and marketing functions. We use it extensively for delivering services, utilizing custom objects to manage various aspects of our operations. This includes tracking customer engagement, key interactions, and deliverables, such as QBRs, data migrations, and complex integrations.

2. Custom Objects and Workflows: We have built custom objects to track customer interactions and deliverables, linking them with stakeholders, deals, and tickets. This setup allows us to manage both our back-office operations and go-to-market strategies within HubSpot. For example, our ticketing pipeline handles escalations, and we run NPS plays—all integrated into the platform.

3. Integration Across Departments: HubSpot supports integration across multiple departments, ensuring that finance, marketing, and supply chain can work seamlessly together. This integration enhances operational efficiency and visibility, reducing the need for micromanagement.

4. Scalability and Flexibility: HubSpot offers the flexibility to adapt to your specific business processes and scalability to grow with your needs. The platform's capabilities are vast, and with the Enterprise version, you can unlock even more features to support your operations.

Recommendations

• Demo and Testing: You can set up a demo portal to explore and test how HubSpot can be tailored to your needs. This hands-on approach will give you a better understanding of the platform's fit for your business processes.

• Consultation and Support: If you prefer, I can connect you with our team members or a solutions architect. They can demonstrate the custom solutions we have built for other clients across various industries, potentially providing insights relevant to your business.

We've worked with a wide range of industries, from manufacturing and logistics to finance and SaaS, and have numerous use cases to share.

Let me know how you would like to proceed, whether it's through a demo instance or a direct consultation with our team. We're here to support you in finding the best solution for your needs.

Best regards,

[Jnix284]

@KarenAchi1 overall, HubSpot is a very flexible platform - whether you use out-of-the-box integrations like those for Slack and email, or custom API integrations with your ERP, your success with HubSpot really comes down to working with the right person/team/partner to help build it out effectively so it aligns with your business processes.

I'm tagging in a few people here @Shadab_Khan, @jolle, and @trevordjones that can share some additional insight, and also sharing it with a few others in my network that may have experience in your industry.

[trevordjones]

Hi @Jnix284 and thanks for the tag!  Nice to meet you @RThomas7 .  

@Shadab_Khan and @RThomas7 have both provided some excellent answers, and I don't have a lot more to add specifically, other than to reiterate that considerable development will likely be required to accomplish your goals, given the need to integrate with back-office functions. CRMs, in general, are front-office systems designed to manage sales, marketing and customer suport and are generally not intended for finance and procurement. That doesn't mean you can't build something within a CRM's existing framework, but it will need to be built.

I would strongly recommend reviewing the ERP Integrations in the HubSpot App Marketplace to see if any meet your needs, and compare those to the Salesforce AppExchange as well. I hate to say it, but you are more likely to find a complete solution for the systems you named on the AppExchange.  That being the case, depending upon how robust your integraiton needs to be, I would expect that development will be required here as well either to enhance an existing solution or to build your own.