The solutions we provided
Markentive first supported WEDA in a Service Hub feasibility study to validate the use case coverage of nine different teams.
This phase led to a structured scoping and implementation project built around a series of workshops. During these sessions, processes were optimized, and new work methods were defined. Markentive also led the technical implementation of HubSpot and the data flow integration between WEDA’s core systems and the CRM.
The support continued with training for 13 departments and post-launch follow-up over several months, aimed at reinforcing adoption of the solution and refining processes on an ongoing basis. Key initiatives included:
- Conversion path redesign to maximize lead generation, with automated prioritization and routing based on predefined criteria to ensure fast and relevant handling.
- Tailored commercial process design based on product and transaction types, including the integration of electronic quote signing and automated follow-ups to streamline the sales pipeline.
- Bridging the gap between sales and onboarding teams to ensure smooth, fast onboarding of new clients and faster go-live times.
- Automation of time-consuming tasks and improved information flow across after-sales services to enhance operational efficiency.
- API integration with WEDA’s core system to eliminate redundant data entry and optimize processing time.
- Technical Support Modernization
- Deployment of a support center in HubSpot including:
- Automated ticket creation from connected sources
- Smart routing of requests to the appropriate teams
- Migration of the legacy knowledge base to HubSpot
- Launch of a customer portal for transparent, self-service claim tracking
- Enhanced Partner Collaboration
Implementation of secure processes allowing WEDA’s expert partners to access their client portfolio data, while ensuring information confidentiality.
- Continuous Customer Experience Improvement
Launch of satisfaction surveys to regularly assess the customer experience and identify areas for improvement.
This collaboration enabled WEDA to significantly boost both productivity and visibility by automating repetitive tasks and structuring processes. The result: smoother and more transparent execution. Customized dashboards by department now provide precise oversight of operations, with real-time tracking of key performance indicators.