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De weg naar groei

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De uitdagingen

\n

De Salesforce-omgeving remde het salesteam meer af dan dat die hielp. De belangrijkste knelpunten:

\n

\n
• Sales en boekingen liepen via twee losgekoppelde systemen
\n
• Lead assignment werkte onbetrouwbaar, waardoor leads bleven liggen of bij de verkeerde agent terechtkwamen
\n
• Dubbele contacten vervuilden de database en maakten opvolging onbetrouwbaar
\n
• Campagnebeheer werkte niet en was onbetrouwbaar
\n
• Een duidelijke salespijplijn ontbrak, waardoor het zicht op lopende deals wegviel
\n

\n

De setup was zo ingewikkeld geworden dat vrijwel elke aanpassing externe hulp vereiste. Precies het tegenovergestelde van wat een klein salesteam nodig heeft: een systeem dat meebeweegt in plaats van tegenwerkt.

","module_id":1155639},"child_css":{},"css":{},"id":"Text_1","label":null,"module_id":1155639,"name":"Text_1","order":23,"smart_type":null,"styles":{},"type":"module"},"Text_2":{"body":{"html":"

een schoon fudament in 3 fasen

\n

De overstap verliep in drie fasen. Eerst brachten we in een aantal workshops het complete commerciële proces in kaart, van eerste aanvraag tot boeking. De accountstructuur, de terminologie en de processen werden vertaald naar het datamodel van HubSpot.

\n

Tijdens de setupfase zat de complexiteit in de details. Voyage Charters werkt met een gelaagde klantstructuur van groeps- en individuele accounts, waarbij bijvoorbeeld familie-accounts en losse persoonlijke accounts naast elkaar bestaan. Om de database schoon te houden zijn heldere ontdubbelingsregels ingericht, met e-mail als primair kenmerk en telefoonnummer als secundair. Leads worden eerlijk verdeeld via round-robin, gebaseerd op de capaciteit van elke agent, zodat niemand overbelast raakt en geen enkele aanvraag blijft liggen.

\n

Tot slot is HubSpot gekoppeld aan het externe boekingssysteem, zodat sales en boekingen als één geheel gaan lopen. Na de migratie werd het team getraind, zowel de technische beheerders als de dagelijkse gebruikers, zodat iedereen zelfstandig verder kon.

\n

Lees meer over de verschillen tussen HubSpot en Salesforce.

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Title

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