Item: HubSpot CRM
Rating: 8
Author: Fran Molinari

Use Cases and Deployment Scope

We use Hubspot in numerous ways and tweaked it to our organization. We use it to track support tickets from clients, to organize projects, to organize the different companies and contacts we have and how it all links together. That is the beauty of this product, we can link all the different aspects, even the custom Objects created. Hubspot has helped us stay organized and keep everyone accountable for their tasks and being in the know.

Pros and Cons

Allows Custom Objects to be created to mesh with your own business
Visually pleasing
You can customize your views/layouts and change what you see and don't see
Automatic addition of contacts once emails/tickets come in and are replied to
Creating reports and email notifications

If an email comes in from multiple clients and they email has the same exact subject line, the emails get merged into only one of the companies/contacts and we do not realize we received the request from multiple clients.
If a project is created and tickets are created and assigned and linked to the project and the subject is identical, they all merge into one and they are all not visible.. they fall off somewhere which causes steps of a project to be missed. We have changed our side to accommodate this but trying hard to not duplicate names but sometimes that is very hard to do.
In Companies, all notes are visible to every user. I would like to have a section for Admin notes ONLY.. this would be executive level information that our end users do not need to see.
Notes, regardless of where entered are linked to the companies with no rhyme or reason. If you are in the Company record, you see a list of notes and there is no indication where the note came from.. what ticket or project.

Return on Investment

Usability

Since we are a technical company we find this very easy to use and are able to modify the system based on our needs. Easy for us to create new custom objects and tweak views etc.

Alternatives Considered

Kayako

We have used Kayako in the past and Hubspot has more features and more users friendly. It is also more appealing to the eye.

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?

I wasn't involved with the selection/purchase process

Did implementation of HubSpot CRM go as expected?

Yes

Would you buy HubSpot CRM again?

Yes

Other Software Used

Slack

Likelihood to Recommend

Hubspot has a lot of Sales and Marketing aspects that we do not use but we have eliminated those sections or repurposed them to fit our needs. Hubspot has helped us stay very organized and accountable for our work. It helps everything link togethers cohesively. There are however no higher level privacy features which would be nice. For example in the Companies section, it would be great if there was an area for business/executive use that the end users do not have access to OR that does not get mixed in with the day to day stuff which makes it harder for me to find things when I am looking for it. However over all, Hubspot has been a life saver and we keep making it work for us and finding new ways to organize our business.

HubSpot Changed our Organization and Visibility for the Better.

Overall Satisfaction with HubSpot CRM