Item: HubSpot CRM
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Hubspot CRM as our hub for all prospect and customer information. Our call center takes calls from prospective customers and captures that information in Hubspot [CRM], and then schedules appointments for our account managers based on the information provided. Our account managers input information on the contact records that gets pushed to the customer service team. Additionally, we have set up marketing email workflows in Hubspot CRM to provide additional touchpoints to contacts throughout the customer journey.

Pros and Cons

Visibility across team members.
Fairly intuitive to find or update data.
Reporting is easy and automated.
There are many integrations that are basically plug and play... no development work is needed.

Sometimes Hubspot CRM makes updates that affect your workflows or API's which can be frustrating because you have to figure out how to fix things that wouldn't have broken if there hadn't been an update.
Workflows can get complicated and confusing, so paying attention to detail is critical, or else you might not get the results you are looking for.
If you have a question or need help and the support chat is available, it's great. Otherwise, if you have to send an email, it can take some time to get answers from customer service.

Return on Investment

Quicker follow-up with leads.
Easier handoff from the call center to an account manager.
Better organization of data.

Usability

We moved to HubSpot CRM from Microsoft Dynamics. I was not involved with Dynamics, so I don't have a great comparison with ease of usability. However, I can say that Hubspot CRM is fairly intuitive. They have worked over the years to make the tool more user-friendly. Hubspot CRM is always updating and changing things to help users be more productive.

Team Alignment Benefits

Our sales and marketing teams both work in Hubspot CRM] It does help better align efforts by having a single repository for all notes and data regarding a contact. We create lists of contacts based on certain criteria to then help the sales effort by using marketing emails at different points in the customer journey.

Alternatives Considered

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

I was not involved on the CRM side when we used Microsoft Dynamics, but I know that we stopped using Dynamics because it didn't fit our needs with our call center. I also believe that Dynamics wasn't as user-friendly as Hubspot CRM, and most of the time, when we wanted to change something, we needed to get a developer involved, which was very costly.

Key Insights

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

Yes

Are you happy with HubSpot CRM's feature set?

Yes

Did HubSpot CRM live up to sales and marketing promises?

Yes

Did implementation of HubSpot CRM go as expected?

Yes

Would you buy HubSpot CRM again?

Yes

Other Software Used

Nitro Productivity Suite, Microsoft Excel, Microsoft Teams

Likelihood to Recommend

Hubspot CRM is great for managing contacts through the customer journey. We use it from start to finish. Our call center creates contact records and adds information regarding calls, emails, and texts with the contact. Depending on what the contact needs, we either set an appointment for an estimate or sometimes pass the contact record on to an account manager for follow-up. We also have a series of marketing emails that go out to the contact depending on certain criteria.

Hubspot: a Solid CRM Tool that is Easy to Use

Overall Satisfaction with HubSpot CRM