Item: HubSpot CRM
Rating: 7
Author: Madison Torres

Use Cases and Deployment Scope

HubSpot CRM is being used for Customer Service. We track all inquiries that come in through HubSpot CRM and we start tickets for any issues that people call or email in about. We use HubSpot CRM to make sure that all issues and emails are resolved and the project is completed for the client or issue.

Pros and Cons

Tasks are a great feature
Easy connection with email setup
Templates and snippets

Can't move all tickets over from pipeline to pipeline
A duplicate ticket is created for almost every email
Can't drag and drop contact from "To" to "CC"
There are many features that could be used to make things easier
Ticket ID change in a merge

Return on Investment

Great follow through on Customer Service/project management
Important data in reports to show who contacts us in which way and for what
Shows marketing how people contact us and how they heard of us

Usability

Never used another CRM but this works great. It is user-friendly and easy to use for the most part. It is easy to filter between the team and your own tickets which makes it super easy to stay organized with your own clients and check in on other projects. It also helps when a customer calls multiple times and talks to different customer service agents because you can easily refer to their contact page or previous tickets.

Alternatives Considered

Caterease

Caterease is totally different and definitely offers more customizability within the platform. Overall it is easier to move things around and edit things compared to HubSpot CRM. However, HubSpot CRM looks cleaner and is more user-friendly for large groups who do not want their employees to be able to customize certain aspects of the platform.

Key Insights

Do you think HubSpot CRM delivers good value for the price?

Not sure

Are you happy with HubSpot CRM's feature set?

Yes

Did HubSpot CRM live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of HubSpot CRM go as expected?

I wasn't involved with the implementation phase

Would you buy HubSpot CRM again?

Yes

Likelihood to Recommend

It is a great way to keep things organized but there are many small features that could be added to make using HubSpot CRM easier. There are also a few things that happen with no explanation or way to fix them. Customer Service is difficult to reach, all there is the FAQ/knowledge center.

Feature Requests!

Overall Satisfaction with HubSpot CRM