Need reporting/activity tracking assistance using Professional to set B2B appointments for Sales

[TNovitsky]

We have HubSpot Professional, Sales and Marketing hub. Our Appointment Setters are setting appts for our Sales Team. The Appt Setter is incentivized on appointments held (not set). If they LOG a meeting, it's not tied to the actual calendar invite for the appointment and creates a manual double check to verify the meeting was held. If the appointment is set on the calendar, then the activity isn't attributed to the Appt Setter, but to the Sales person (since the invite is coming from their calendar). At the Professional level you can't customize activities. Does anyone have a workaround? Can we add a note or comment to a meeting and report on that to give credit to those set by Appointment Setters? It's important to maintain the activity record, also. So if a calendar invite is cancelled, the meeting activity is deleted in HubSpot, even if there are comments associated with the scheduled meeting. I'd love to troubleshoot with someone.

[danmoyle · Accepted solution]

@TNovitsky @ABianchi What about this: In meeting types, could you add a designation on who is setting the meetings? Another option might be a contact property for "meeting set by" which could be a) manually managed or b) set by a workflow dependent upon the source or another factor. 

I've seen HubSpot get customized to major degrees, so it may be possible to work through this with someone who's created complex workflows. It also depends on who has access to HubSpot. Is the Appointment Setters have access, then adding that property and managing it could work, and would then fuel reports. 

That's my two cents. 

[danmoyle · Accepted solution]

@TNovitsky @ABianchi What about this: In meeting types, could you add a designation on who is setting the meetings? Another option might be a contact property for "meeting set by" which could be a) manually managed or b) set by a workflow dependent upon the source or another factor. 

I've seen HubSpot get customized to major degrees, so it may be possible to work through this with someone who's created complex workflows. It also depends on who has access to HubSpot. Is the Appointment Setters have access, then adding that property and managing it could work, and would then fuel reports. 

That's my two cents. 

[TitiCuisset]

Hi @TNovitsky 

Thank you for reaching out

I cannot see any HubSpot out-of-the-box solution for this but I want to tag some of our experts in case they ran into a similar issue before - @karstenkoehler @Daniel_Bleich @Mike_Eastwood do you have any thoughts on this for @TNovitsky ? 

Thank you

Best

Tiphaine

[ABianchi]

Hi Hubspot Team,

I've been trying to look for a work around for this. Our Sales Team is working with multiple appointment setters and it'll be helpful if Hubspot has the option in Report Analytics to gauge our appointment setters' performance. Can you reach out to me about this, please? Thanks!

[jolle · Accepted solution]

@TitiCuisset thanks for the mention! And great question, @ABianchi!

Echoing @danmoyle, I think a custom user property for "Appointment set by" would be the way to go here. If you schedule multiple appointments with the same contacts, you could also break out into additional properties like "Appointment 1 set by" and "Appointment 2 set by." 

Alternatively, you could also look at setting up a deal stage for "Appointment Set," asuming that you have a deal record created when the appointment is set. You could then tack on a custom "Appointment set by" property at the deal level and pull reports where "Appointment set by" is known and "Deal stage has ever been "Appointment Set."

There will still likely be a manual level of effort needed here, but you should be able to better track appointment efforts!

I also strongly encourage you to share your thoughts in the HubSpot Ideas forum. Maybe HubSpot could build out a "Meeting Set By" meetings property that would default to the link owner but could be manually updated or something like that. 

Hope this helps!!

[TitiCuisset]

Hi @ABianchi 

Thank you for reaching out, I want to tag some other experts here - @danmoyle @jolle @crispyGTM do you have any thoughts for @ABianchi on this? 

Thank you!

Best

Tiphaine