A European out-of-home mobile device charging company aimed to enhance its operational efficiency and customer relationship management by transitioning from Zoho to HubSpot CRM, enlisting Struto to craft a bespoke solution. The CRM migration has improved this company's operational efficiency and set a foundation for future growth and technological innovation.
Background
The company provides a shared power bank service which operates extensively across hospitality, transport, healthcare, events, and retail sectors. This innovative company enhances customer experiences by providing convenient mobile charging solutions, thereby increasing footfall and dwell time for businesses.
The company stands out for its commitment to sustainability and brand awareness, offering a range of products tailored to different venue needs. Its fully managed service model includes setup, maintenance, and support at no additional cost to venues, showcasing a unique blend of technology and customer service excellence.
Situation
The project with this company originated from their need to upgrade their Zoho CRM system which they felt was no longer ticking all the boxes. As an existing client referred by HubSpot, they sought to streamline their processes by integrating their sales and service processes on the HubSpot platform. This integration aimed to create a centralised database to consolidate the data collected from their app and its power banks, improve customer relationship management, and enhance reporting capabilities.
The challenge was to seamlessly integrate these disparate systems and information such as device usage and location, ensuring data consistency and operational fluidity without disrupting their day-to-day operations.
Solution
To address the integration needs, a comprehensive plan was devised focusing on seamless integration and configuration across their sales, service, and enterprise systems. This solution involved a detailed analysis and understanding of both HubSpot and the company's specific requirements, followed by a meticulous integration process spanning four months.
The strategy included custom configurations and adaptations to ensure that the systems worked harmoniously, enhancing operational efficiency and data management capabilities. This bespoke approach ensured that their unique needs were met, laying a strong foundation for an improved CRM and reporting functionalities.
Challenges
The project encountered several challenges, including the complexity of integrating and configuring multiple systems. The key hurdle faced was that the original solution was built by an external party out of country meaning that all commentary on the backend code was in another language other than English and there wasn’t any data model documentation available meaning that the Struto team would have to come up with a unique workaround to this translation problem.
This unforeseen technical issue tested Struto's adaptability and problem-solving skills and yet, despite these challenges, the collaborative effort and strategic flexibility demonstrated by the team played a crucial role in navigating these obstacles, ensuring progress towards the project's successful completion.
Outcome
The outcome of the project was a robust integration between the company's legacy systems and HubSpot, automating previously manual and time-consuming processes.
Despite the challenges, the project successfully streamlined operations, enhancing their data management and customer relationship capabilities. The collaboration resulted in a centralised system for marketing, CRM, and reporting, significantly improving operational efficiency.
Although the project took four months to complete, it laid the groundwork for comprehensive analytics and reporting, marking a significant step forward in the company's operational capabilities.
"Overcoming the hurdles of integrating disparate systems with HubSpot CRM was a testament to our team's resilience and innovation. Each obstacle pushed us to think creatively and adapt our strategies. The success of this project not only enhanced the client's operational efficiency but also reinforced our commitment to delivering tailored solutions that drive our clients' growth and technological advancement."
- Paul Sweet, Head of Systems Integrations at Struto.
Results
This collaboration led to an automated system for marketing, customer management, and analytics, demonstrating a marked improvement in efficiency and data utilisation.
Struto's adaptability to unforeseen challenges and their strategic approach to budget and project management were key to achieving these results.
