Smartway: a CRM and Customer Service migration towards HubSpot

1) Structuring of common processes

Business Processes and Onboarding

• Implementation of two separate business processes for Key Account teams and field teams;
• Build of two pipelines, with custom automations;
• Automation of the passing of information to salespeople and CSM thanks to a Ticketing system to represent the onboarding project.

Customer Service Process

• Redefining the data model for Tickets;
• Enabling different ticket creation channels (Chat, Phone, Forms, Inbox).

2) Using a centralized database

In order to have a centralized database and be able to use it effectively, it was necessary to migrate the data from the tools previously used by the teams.

Migrating from Pipedrive to HubSpot

• Exported data from Pipedrive and reprocessed it in Excel to clean everything up, re-import;
• Used Trujay middleware to perform the migration.

Customer service migration

• Execution of the migration thanks to HelpDeskMigration;
• Export of tickets and cleaning;
• Re-import to update missing data in HubSpot;
• Mapping tickets and assigning them to the right pipelines.

Alignment of business and service data

• Deduplicate contacts and companies
• Attachment to the correct Deals and Tickets.

3) Training the teams on the new tools to promote adoption

• 100% personalized training for French and international teams;
• Detection of adjustments to be made to the settings during the discussions with the trainees.

• Data: centralized data accessible to all for better visibility on business life cycles;
• Sales: better follow-up of opportunities on each division;
• CSM: easier onboarding thanks to a smooth process with sales teams;
• Customer service: up to 500 tickets processed per month and a ticket closing time divided by 4;
• Marketing: a better email opening rate thanks to contact segmentation (24% vs. 16% previously).