HUBSPOT IMPLEMENTATION, PROPHET21 & SERVICE PRO LEADING MANUFACTURING COMPANY

  • November 15, 2024
  • Girikon
Background

The client serves the Mid-Atlantic region as a leading representative and distributor of control valves, process instrumentation, and more. Previously, they used Tour de Force (TDF) CRM to manage their sales process. They decided to replace TDF with a new CRM to enhance sales automation, improve customer outreach, and streamline processes. This initiative included migration of existing data and integrating the new CRM with Epicor Prophet21, Salesforce, and Service Pro for bidirectional data synchronization and efficient sales management.

The Challenge 

  • Data Discrepancies: Inconsistencies across CRM (TDF), ERP (Prophet21), Customer Service platform (Service Pro), and Salesforce.
  • Lack of Real-Time Data: Limited real-time data access across business processes.
  • Lead Handoff Gaps: Issues in transferring leads from Marketing to Sales.
  • Limited Visibility on Customer Issues: Sales had restricted visibility into customer complaints.
  • Multiple System Navigation: Sales teams needed to navigate multiple systems to provide order updates.
Products Used

  • HubSpot 
  • Epicor Prophet 21 
  • Prophet 21 Middleware
  • Service Pro
Approach and Key Features

Business Process Design: After collaborating with the Client, we mapped their current processes and, through iterative design, optimized workflows, eliminating redundancies and aligning on streamlined procedures.

Data Migration Strategy: Our team assessed data discrepancies and developed a comprehensive migration plan, including data cleansing, mapping, transformation, validation, and loading to the new CRM.

Bi-directional Data Sync (Prophet21 & HubSpot): We deployed a custom Node.js component to handle real-time database changes from Prophet21 to HubSpot using webhooks, along with custom code to connect HubSpot workflows with Prophet21 APIs for seamless integration.

Bi-directional Data Sync (Service Pro & HubSpot): Using the same Node.js component, we ensured smooth data synchronization between Service Pro and HubSpot.

Salesforce Integration: Leveraging a native app, we integrated Salesforce with HubSpot to synchronize contacts, companies, and deal objects.

The Result

Enhanced Customer Data Visibility: Improved insight into customer data and service requests within HubSpot.

Product-Service Association: Greater clarity of products linked with specific services.

Efficient Ticket Tracking: Enhanced ability to track ticket status in HubSpot Service Hub.

System Integration: Smooth data flow and integration between HubSpot Service Hub and IFS as the central system.

Service Data Management: Enhanced visibility and management of service data within HubSpot.

This comprehensive transformation enabled the Client to achieve streamlined sales management, improved customer outreach, and greater efficiency across systems.

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