Horsefly Analytics partnered with Struto to improve their management of customer satisfaction and user journeys through their contract lifecycle. Struto provided a tailored solution leveraging HubSpot's capabilities, enhancing Horsefly’s operational efficiency and decision-making processes, leading to improved customer satisfaction and significant time savings.
Horsefly Analytics is a labour market analytics company providing data-driven insights for talent acquisition, location strategy, and workforce planning. They offer a platform with essential skills insights, compensation data, DE&I metrics, labour supply and demand analysis, cost of living data, and market comparisons. Horsefly operates internationally and is known for its extensive data reach and real-time market analysis, helping companies optimise their workforce strategies.
Horsefly Analytics reached out to Struto due to difficulties in effectively managing customer satisfaction and user journey through the contract lifecycle. They were looking for a solution that would help them with the following:
Horsefly decided to work with Struto based on a recommendation from HubSpot and their reputation for building out the strategy of and deploying customised technical solutions.
Struto built a system to address Horsefly's challenges. The solution included a data-backed customer health-scoring framework for measuring customer satisfaction at various touchpoints in real time as well as tools to manage and optimise user journeys throughout the contract lifecycle. The customer health-scoring framework constitutes of three fundamental drivers:
Struto conducted HubSpot CRM implementation and data synchronisation services, allowing Horsefly to streamline their customer satisfaction metrics and manage the user journey effectively. This allowed Horsefly to gain better insights into customer satisfaction and improve their user journey management.
One minor consideration was the decision not to use HubSpot's Operations Hub, which could provide advanced automation capabilities. Horsefly chose to manage certain tasks manually to retain greater control and oversight over their processes. While this approach may require slightly more effort to manage manual tasks, it allowed for a tailored solution that met their specific needs.
The project was completed successfully, with Horsefly now having a robust system to measure and manage customer satisfaction and user journeys. The positive outcomes include enhanced customer satisfaction, a maturation of their contract management process, and more effective decision-making based on real-time data.
Jared Wiltshire - CRM Administrator at Struto
Horsefly can now leverage the enhanced data insights to make informed decisions and optimise their customer success strategies more effectively. The solution provided by Struto has significantly improved Horsefly’s operations, enabling them to focus on delivering enhanced customer service.
“Struto demonstrated a clear understanding of our requirements and challenged our thinking during the project, which enabled us to arrive at a solution that provides us with more data points in helping us understand our customers.'"
Jon Furber - CFO at Horsefly Analytics
Horsefly is considering a phase 2 of this project with Struto. This phase would include further integration of advanced analytics and reporting features to continue optimising their operations.