Salesforce + HubSpot Integration How to Handle Multiple Leads and Contacts

[Ross15]

We use HubSpot to qualify people (via lead scoring) and pass leads to Salesforce as MQLs for the BDRs to follow up with.

Here are the issues we are having:

One person being multiple lead records

- We have multiple lead records for the same people if they did one action but then came back a few months later we need to have a new record with the new source/description so we can MQL that record as well for tracking purposes.

HubSpot won’t create a new lead for someone that is already in Salesforce so it just overrides the source/description information forcing us to manually go in and split the 2 records. And then HubSpot struggles to sync between the 2 Salesforce leads and mixes up information between the 2.

One person being a lead and contact record

-Our BDRs work in leads but the Sales Reps work in contacts, so once a lead has progressed and has been accepted by sales it will convert - create a contact, opportunity and be attached to an account. 

If that opp doesn't go anywhere that person may come back a month or two later from a form submission. HubSpot will just sync all that information to the existing contact record. Then we have to manually create a new lead record so the BDRs can follow up.  

We are having an issue with people being a contact record and a lead record in Salesforce since HubSpot can only sync to one or the other. We find it syncing back and forth between the 2 (lead/contact record) and messing up the information.

Working in Leads and contacts seems to be a best practice in Salesforce so curious if other HubSpot users are having this duplicate records syncing this issue or how they have solved it.

Thanks!

[Aakar · Accepted solution]

Hi @Ross15 

I'm curious to know why you want to have two lead records of the same person in Salesforce. What are you trying to solve with this? What's your goal?

The best practice is to have a single lead record. If you want to track the first source & last source of interaction/conversion, you can easily do that with HubSpot source contact properties. You can take both the first & last source from HubSpot and sync it to Salesforce. When a lead re-converts, you'll be able to tell their journey. Set the sync rule to make the first source static and the last source dynamic, which means that when someone re-converts, HubSpot doesn't override their original data, such as the lead source. You can create some custom properties and use workflow to update that property in HubSpot to capture the lead re-conversion info, and you can sync it to SFDC.

If the lead re-converts, assigning the same BDR/SDRs who have previously worked with those leads is better. It does not matter whether the lead is just a lead or already a contact. BDRs/SDRs who have previously worked with that lead have a better context of that lead/contact.

For other tracking, you can use SFDC campaigns, lead sources, etc. You can create a custom field in HubSpot to tag the re-conversion and pass that info to the contact in SFDC. 

Does this help?

Thanks for the tag @TiphaineCuisset 

[TiphaineCuisset]

Hi @Ross15 

Thank you for reaching out and for all the details!

I want to tag some of our experts here - @Aakar @MandyDROS @LaurenRyan @coldrickjack do you have any thoughts for @Ross15 on this?

Thank you!

Best

Tiphaine