Fintech Company Unifies Sales and Customer Service with HubSpot
About the Client
One of the leading European online trading companies chose HubSpot and Resonate to implement a next-generation platform for sales and customer service. With thousands of active traders and a rapidly growing customer base, they needed a unified system to manage both acquisition and support without compromising the quality of either.
Challenge
The company's sales and customer service teams were operating in silos with disconnected tools. This created several problems:
- No single customer view across sales and support interactions
- Slow activation times for new accounts due to manual handoffs between teams
- Inaccurate revenue reporting that couldn't connect marketing activities to actual revenue outcomes
- Complex integration requirements with over 15 data flows between their trading platform, payment systems, and CRM
Solution
Resonate delivered a comprehensive HubSpot onboarding and implementation project:
- Business Process Analysis to map existing workflows and design optimized processes
- HubSpot Sales Hub Enterprise implementation for pipeline management and sales automation
- HubSpot Marketing Hub Enterprise for lead nurturing and lifecycle marketing
- Integration consulting with over 15 integration flows and 3 custom CRM extensions to surface real-time trading data for sales managers
- Service playbooks built directly in HubSpot CRM for standardized customer support processes
- Onboarding and training for both end-users and administrators
Results
The unified HubSpot platform transformed how the company operates:
- 30% faster activation for new trading accounts through automated handoffs and service playbooks
- Accurate revenue reporting connecting marketing spend to customer lifetime value
- Real-time data available to sales managers through custom CRM extensions
- Unified customer view across sales, marketing, and service touchpoints
- Scalable processes that grow with the business without requiring additional headcount