Loyalty Scheme

[JGray30]

At the moment we have aloyalty scheme which is very manula and labour intensive.  I am looking in to whether HubSpot could be the solution

We sell A widget, each widget has a unique serial number.  Our aim is for them to sell the machine and purchase warranty.

Once they sell the widget, they then log the serial number, enter the date it was sold, who they sold it to and the warranty date.  Dependent on the widget, they get XX number of points.  The more expensive the widget, the more points.  Our Admin checks the details are correct and authorises payment monthly.  

Its a loyalty scheme whereby they can only claim payment once (hence unique serial number), is this possible using the Service Hub?

[RSchweighart · Accepted solution]

Hi @JGray30,

I am assuiming you are using somthing like deals or tickets to track these sales. Please let me know if you're using a different way to track the sales.

I created deal properties called Serial Number, Date Sold, and Warranty Date. Once the properties are created, you can make these properties required once a deal reaches a certain stage. Here's a GIF demonstrating how to set up the required properties:

The process is identical if using ticket pipelines, just select ticket instead of deals.

Regarding the point calculation, do you have cateogories or buckets to group and assign point values to the widgets? With a pro plan and up, you can create a calculated column in HubSpot with some logic that calculates the point value for each deal or ticket. Here's a HubSpot's help article on creating a calculated property: https://knowledge.hubspot.com/properties/create-calculation-properties

If you share a little more information about where the loyalty points are stored, I could recommend a solution that might fit well with your existing setup.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

[erusht]

We're trying to do something similar, with a difference: 

- 'entries' instead of points 
- each member (we're a subscription model) automatically gets one entry upon signup
- additional entries can be earned (10 extra entries every year of being a member / 5 additional entries for successfully referring a new member)
- some way to randomly select an entry (and corresponding member) for a prize/prizes. 

Would appreciate any help!

[RSchweighart]

Hi @erusht, have you started setting this up in HubSpot? Would you mind sharing an example with some fake names to help me/the community understand the direction you'd like to head with your reward program? For example, are your members contacts? Are your entries represented as products/line-items or deals in HubSpot?

Thank you,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[JGray30]

I have more or less sorted the scheme out, although come across a Show Stopper unfortunately.  I have spoken to the HubSpot Helpdesk.  The problem is sending the form out to the reseller, and that person reuses the form, it overrides the previous contact, and does not create a deal as Hubspot thinks its already been sent.  The only work around they came up **bleep** was to ask the reseller to use Icognito and then send in its own window the form back to Hubspot.  That isnt going to happen, I would say 20% of our dealers are IT literate.

I suggetsed a landing page and was advised it would be the same problem.

Sadly my big idea has failed

[Jnix284]

@JGray30 I'm surprised support didn't point this out, I'm sorry you've run into an issue with the forms, the good news is that there is a solution.

There is a form setting you can use to prevent it from overwriting the previous contact:

For HubSpot forms, in the Options tab of the forms editor, there is a setting 'Always create new contact...'.

When enabled, HubSpot will create a new contact for each email address – as opposed to merging submissions when provided within the same browser.

[RSchweighart · Accepted solution]

Hi @JGray30,

I am assuiming you are using somthing like deals or tickets to track these sales. Please let me know if you're using a different way to track the sales.

I created deal properties called Serial Number, Date Sold, and Warranty Date. Once the properties are created, you can make these properties required once a deal reaches a certain stage. Here's a GIF demonstrating how to set up the required properties:

The process is identical if using ticket pipelines, just select ticket instead of deals.

Regarding the point calculation, do you have cateogories or buckets to group and assign point values to the widgets? With a pro plan and up, you can create a calculated column in HubSpot with some logic that calculates the point value for each deal or ticket. Here's a HubSpot's help article on creating a calculated property: https://knowledge.hubspot.com/properties/create-calculation-properties

If you share a little more information about where the loyalty points are stored, I could recommend a solution that might fit well with your existing setup.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

[EShoemake_sei]

Would this solution be voided if the customer became a repeat customer? On the second deal created, would that then override the original serial number entered during the first deal, or append? Also, how does this solution work if the deal was selling two pieces of equipment with different serial numbers? 

[RSchweighart · Accepted solution]

Hi Emily,

Depending on your use case, you may want to create the properties I mentioned at a different object level. For example, it may make more sense to capture the serial number at a line-item level instead of a deal level. Would you be willing to share the specific situation you're trying to work through or are these more general questions?

Thank you for posting here!

[EShoemake_sei]

Thanks for your reply. Ulimately what I am trying to accomplish is a way to go to a contact's profile and be able to see a list of all the equipment they own (our product is construction equipment). In our business, serial number is king when having the most accurate information. 

To add a bit of complexity, I also want to see the same thing at the company level. Let me just write out a faux scenario. 

As a sales rep, I am selling a piece of equipment to Bob Smith who works for the New York location of Roadside Construction. I sell him a backhoe with a serial number #001. Next week, Sally Walker, who works for the Pennsylvania location of Roadside Construction buys an excavator with serial number #002. 

As a sales rep, I want to see the following:

• Backhoe #001 on Bob Smith's contact profile
• Excavator #002 on Sally Walker's contact profile
• Both Backhoe #001 and Excavator #002 on Roadside Construction's company profile. 

A few months later, Bob Smith decides he wants to buy an excavator. I sell him excavator #003. Now I want to see: 

• Backhoe #001 and excavator #003 on Bob Smith's contact profile
• Both Backhoe #001, excavator #002, and excavator #003 on Roadside Construction's company profile. 

I hope this clarifies my goal. I am open to whatever route of properties will make the most sense. Two caveats to consider:

• We will not be capable of doing custom objects, because the enterprise solution is out of the budget for the foreseeable future. We are likely going to end up on Sales Pro for the time being. 
• We have hundreds of models of equipment for various different brands, with quite a high volume. My company also has multiple branches that may be coming onto this system, so we could be talking about thousands of serial numbers eventually. 

[RSchweighart]

Thank you for the clear outline. This is very helpful, and I am following. Do you happen to use deals at all? I want to take that into consideration when providing a response to your hypothetical situation.

[EShoemake_sei]

Yes, we plan to use deals. I currently have quite a few historical customers I will be importing to get us started. As per my example, there are some customers who have multiple pieces of equipment, and some that have multiple company branches, who then own multiple pieces of equipment. As of now, what I was thinking is I would import all of the historical equipment as deals attached to a company, but I have not done anything yet, and am absolutley open to any way of doing this to solve for the issue presented earlier in the conversation. 

Once the initial import and CRM build out is finished, both our new equipment sales team and aftermarket (parts & service) sales team will be using deals. We currently expect to create two seperate pipelines for the aforementioned teams. 

[RSchweighart]

Hi Emily,

Here's what I would recommend. Add all the equipment you sell as products in HubSpot. Create a product property called 'Serial Number' likely as a single line text applying any rules you'd prefer.

Import your contacts and companies. I'm still uncertain exactly how deals would fit in, but you may consider a deal as an order. So, Bob Smith at Roadside Construction is interested in your products and would have a deal created. When setting up the deal, you would make sure Bob Smith and Roadside Construction are associated with the deal. In the deal, you could add the products: 2 backhoes and 1 excavator. Those products become line-items associated with the deal. Once the products become line-items, you can add item specific information such as serial numbers. If Bob Smith would like to move forward with the quote, you can generate and send an invoice for purchase within HubSpot. 

The power of connecting everything is in HubSpot's associations. Leveraging reporting and dashboards in HubSpot, you could begin to roll up all of Roadside Constructions purchases into a visualization(s) of your choice.

[Jaycee_Lewis]

Hi @JGray30 👋 Thanks for your question.

I'd like to invite a few of our community members to the converstaion — hey @Mike_Eastwood @Bryantworks, have you worked on anything similar recently? Or do you have any tips for @JGray30 on how they can scope this out based on your experience in working with HubSpot?

Thank you for taking a look! — Jaycee

[JGray30]

thank you look forward to peoples thoughts