Empowering IT Service Providers
Building lasting relationships with customers in the IT space requires gaining deep knowledge of their business and its unique complexities. A well-implemented, integrated CRM can provide the structure needed for bespoke sales processes and relationship management.
CRM Considerations
Complete View
Unifying customer data from multiple systems into HubSpot provides an end-to-end view of the customer. Whether its past transactions, product usage statistics, pricing or customer support, having customer information and interactions in one place is critical to establishing, nurturing, and expanding customer relationships. With a unified view, team members from different departments can get a complete picture. Identifying upsell opportunities becomes easier. Answering support inquiries in a single call becomes possible. For IT services companies which often serve clients with multiple locations, having a single source of information is even more critical to success.
Automation
With custom automations in HubSpot, you can devise triggers for tasks based on logic and remove manual processes. One example is leveraging customer data to apply pricing models. IT Services companies can automate software licence management, provisioning & asset management, saving significant time and resources. An important aspect to implementing HubSot in IT Services companies is setting up permissions tightly to ensure that users have access to manage specific steps of processes like document management, pricing and provisioning.
Reporting Yields Insights
With pre-defined reports, users can quickly see performance data. Building custom reports can provide even greater insight into key measurements and operations. At Periti, we often work with clients to create advanced dashboards and reports customized to their business needs.
Security
Our IT clients require tight access controls to ensure the safety of their customers’ information. Recently, HubSpot added a data type designed to store sensitive information, such as Social Security Numbers (SSN) or full account numbers. Highly sensitive data properties have click-to-decrypt functionality, specific access restrictions, and an extra layer of platform encryption to protect them.
By adding the ability to store highly sensitive data in HubSpot Smart CRM, HubSpot empowers organizations to fuel their go-to-market engine with a more complete and unified customer profile. With the right permissions, sales, marketing, and service teams can safely view, store, and use this sensitive customer data to deliver more personalized and satisfying customer experiences.
Our Periti security experts help clients set up their data strategy to ensure the security of highly sensitive data. In addition to ensuring compliance with regulations, strong security is also a critical component to building and sustaining trust with customers.
Our work with IT clients...
When we work with IT & Services companies, our engagements often involve implementing different departments to support everything from HR management solutions, pricing, document management and provisioning. Working across these functions means implementing multiple Hubs from HubSpot. In addition to sales and marketing, we often also support them on service and ops hubs.This work also involves determining the best data strategy, structure and flows.
The Challenge
One of our customers is a leading provider of services on an ITSM application. They wanted to automate the workflow process of converting a website visitor to a live trial. The process they desired was to use HubSpot to capture leads from their website. Then they would create a trial license within Service Now and send it to the client, and trigger the provisioning process for a free trial with access details going to the new customer via HubSpot.
Periti’s Technical Solution
We embedded a HubSpot form in the customer’s website. When a prospect submits a form, HubSpot captures conversion metrics, and triggers a workflow that talks to the customer’s backend systems to provision the trial environment. Once that process competes HubSpot sends, transactional emails with passwords, login links etc., to the end user.
Result
A fully integrated experience where a website visitor can quickly and seamlessly transition from an ad to a trial in minutes.
Speak with our team today!
Get in touch with our team to discuss how we can implement CRM into you IT business