During the workshops with Epsor, we retraced the entire customer journey: namely all the stages from the acquisition of the prospect, through the prospecting and sales work of the SDR & Sales, until the conversion into a customer, which leads to the phases of onboarding & management of the customer relationship by the CSM.
Detaching ourselves from the HubSpot account and its current setup made it possible to define the desired target vision for Epsor's CRM.
- Assimilation of the goals and context of each team : Sales, CSM and Marketing
- Analysis of the customer journey and internal processes at each stage
- Proposal to manage multi-team and ownership
- Optimization of existing Sales pipelines (what pipeline structure, how many, when to create the deal, what mandatory data, what automation, what reporting needs?)
- Optimization of ticket pipelines for customer onboarding and long-term relationship management (automatic creation of tickets, sending of automated customer emails, reporting, ...)
- Revamp of the data model (properties to eliminate, calculated properties, custom views of the fact sheets / team...)
- Revamp of reporting for management
- Proposal of precise guidelines for the use of HubSpot for each type of user
The results
- The ability to welcome new recruits in a healthy environment
- Standardization of practices, vocabulary and better overall mastery
- Usable data and reports