Sales rep activity report

[Gotcha]

Is this snip a complete and accurate report of everything these people logged in HubSpot? Is there any chance, there are calls, emails, notes etc that would show here?

My only salesperson is towards the bottom, while my service coordinator is almost at the top. My sales guy should be logging 20-40 activities a day. He has 17 total activities for last week.

Before I take further action, I need to ensure I have the correct data.

[KlemenHrovat · Accepted solution]

I would sync with the sales rep to compare the inbox and HubSpot. 

In my experience, email logging is the easiest of these to make it work. So, I would start exploring this and then go to calls. Do you have Gmail or Outlook?

Where is the sales rep supposed to make phone calls? Directly from HubSpot using the calling function?

[Gotcha]

He uses Gmail and pretty sure he uses Hubspot for calling, as I think I have seen his calls recorded.

He is the only one, the rest of us just log calls.

[KlemenHrovat]

@Gotcha for email loging, we developed our own integration to ensure that all the relevant emails are properly logged to HubSpot, even if the sales rep forgets to log it through the extension. 

If calls are made through HubSpot, these should all be logged correctly. Are you sure the rep is doing so many calls as you anticipate?

[ScottPennwood]

Hey @Gotcha,

A conversation with your Sales Rep about how he is logging things should be your first port of call. It looks like he's using Tasks - albeit low volume, but more than the other reps - so he's doing something in-system. 

- Emails - it's possible the low volume of emails could come from using Outlook/Gmail instead of emailing on-platform and not logging the email properly

- Calls - in much the same way, maybe he's simply not logging calls made

- Notes - maybe he's taking notes offline

I've also run into situations where team members have been using the features ever-so-slightly differently to how we expect. For instance:

- Users updating an old note instead of creating a new one because they wanted one single note on a record, rather than a weekly one.

- Users attending a valuable meeting, then hitting "reschedule" for the follow-up because it's quicker than organising a whole new meeting with the same attendees.

Both of these examples resulted in a similar situation to what you're seeing above, and once we fixed the process issue with additional training we had far more accurate reports!

[Gotcha]

I dont think he is editing the note, but he does add comments to notes and/or tasks. Would those comments count?

He is the only dedicated sales rep. The other reps are estimating, service coordinator, etc

[Crystal_Hopper]

Hi @Gotcha! Did check ALL the boxes for the Activity Types and make sure you aren't overlooking something that is happening? I just checked all the boxes and my graph changed. 

[Gotcha]

Yeah, all the boxes are marked. 

The report seems so self explanatory, but the #s are SOO low, I just need to double-check as this is going to need immediate action and correction.

[Crystal_Hopper]

Yeah, tough. Is there any other documentation you could check? Do you ask your sales reps to keep any other logs or documents of their work?

Could you implement another system for 1 week for everyone and tell them that you are testing the reports to verify their accuracy? Best of luck with this!