Onboarding Philosophy

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Onboarding Philosophy
by Gabriela Theard

This is a big move.

 

Processes, reporting, workflows, automation, configuration, and data capturing are just a few of the many things that will change internally and have a big impact on your business.

 

Your business is a moving train; a full transition to another CRM needs to happen as smoothly as possible. We’re not just talking about the data that needs to seamlessly migrate into a new configuration, we’re also talking about the training of management and teams, the strategy, the goals and most importantly…the plan.

 

 

The Plan

 

A good plan needs structure and steps and stages and timetables, yes, we agree with you there. But a good plan with an implementation needs to have some wiggle room, as you’re running a business and CRM conversion will not be the top priority on the mind.

 

Your implementation team needs to move with you at your own pace. Whether your idea of the transition should happen in a month, three months or six months, it should be your call and best suit your incoming business and environment. Our deployment roadmap for onboarding is designed to slow or speed up upon request, as your business is accomplishing its goals.

 

Every business has unique needs and requires more focus on some aspects of adopting the new tools. If your sales team needs more time with training and validation of the tools rather than time with dashboard customization for the c-suite, then the structure of the plan should adapt to those needs. Too much structure can leave some potential or opportunity for success behind. With our implementation philosophy, we believe it’s vital the onboarding caters the time properly to areas where your team needs the most assistance and guidance.

 

Back to stages and steps and project plans as these are vital to a proper conversion. A timetable with responsibilities, tasks and accountability made visible by a shared project management tool for both the customer and the Onboarding Specialist to review gives visibility on the project and expectations are prioritized more aligned focus. This is how we approach a conversion and implementation with so many moving parts and teams, yielding day-to-day business to go on uninterrupted. 

 

 

 

 

The Tools Experience

 

The implementation team needs to be completely knowledgable of the front and backend of the CRM tools. Where data can go, what can trigger, what sub-category field can dropdown, what can integrate, what data point can be visualized, what data access can be blocked and to whom, what data to capture while moving a deal between stages, what can’t be done and what workaround can be done are all pieces of the CRM the implementation team should know and have solutions for from the beginning.

 

Another differentiator in our implementation process is instead of showing how the HubSpot tools work, we’d rather “show how the HubSpot tools will work for your unique business.” Yes, there will be a discovery call, a KEY discovery call where we review your source solution. Your reporting, sales processes and performance, data structure- relationships, pain points and of course, what is working, will be items for discussion.

 

Strategizing with your team over what features offered by HubSpot will give us the advantage for proper data configuration and can begin mapping and data movement testing. There are elements of consult, recommendation and strategy with our training after a thorough review of your dataset as well as your processes.

 

HubSpot has approached the architecture of the CRM with a clean, visual and engaging experience. Our consultation will lean towards this approach to reduce clutter and improve focus and efficiencies with automations for your sales teams.

 

We have seen many use cases but will never see them all. Being so familiar with the HubSpot tools, we feel if there is a solution needed – there are usually options. Whether they be through the power of integration, data optimization, settings or workflows, we typically find a couple paths with workarounds even if the need is out of the box.

 

 

The Migration

The migration of data needs to be handled by experts, without question. Data can get messy really quickly and in the age of data being golden, the integrity needs to stay in tact. Ask anyone who has been charged with the task of data migration in-house and can almost guarantee you a tedious, drawn-out nightmare story will ensue.

 

Without the proper technology built for data syncing and accuracy as well as an experienced services team to customize and validate the data’s new home, mistakes have a higher chance to occur.

 

75% of a data migration is preparation. You’ve got to have it right before anything starts moving. Data cleansing, data matching, data merging, data requirements, mapping fields, mapping pipelines, mapping stages, testing, validating, more testing, full dataset migration, spot-checking/QA and delta migration (the final mini-migration which happens once your entire team is live with the new CRM) are all milestones in the migration process and require a dedicated account manager/services lead to facilitate the aligned customizations your company’s data requires.

 

 

The Training

 

Whether your company has 5 sales reps or 200, we are happy to have an all-in-one session or break up training sessions based on geography, sales level or even increments to the solution progressively over time. We can perform these onboardings on-site, but mostly we execute via screen share web video conference and video recording for your own reference.

 

We usually have two sales training classes, one general data entry stuff, where to find objects – how they work and a second much more advanced session where we dive deeper into the tools that will benefit the sales individual based on their style and choosing, whether its meetings links or snippets, using quotes, sequences and/or using templates and documents directly in gmail.

 

Let’s not forget the bosses/managers training as well. We will show you how to build the custom reports and dashboards. Happy to show you the out-of-the-box templates offered or how to build your own based off your unique custom fields and filtering to reach those data end points. Cross-object reporting is now available as well.

 

The same training for the c-suite happens regarding settings, data available to whom, permissions and how to establish your proper settings.

 

Are you having private conversations via email that are getting logged in the CRM and need to un-log your email to a non-recipient tracking list?

 

The set up and configuration of workflows across different objects and custom fields “must fills” to zappier trigger to other solutions is yet another reason we could be great support.

 

 

Lastly, Support

 

You are migrated, you are trained, and fresh new data is already starting to come in with your teams who have made the switch. The first month is not going as you thought it would go exactly. Some changes need to be made right away, modifications to some workflows, deeper reporting with more data points, some redundancy and/or incomplete visibility.

 

This is a natural occurrence with using new tools and finding the most efficient process and strategy while growing the business. We all know a salesperson’s habits are hard to break, so these first months with features such as automation, snippets, etc. are critical to implement correctly and modify while the processes are still young. It’s recommended by most to have your implementation team support you through this “go-live” phase as we can tweak and dial the plan for seamless execution over a desired period of time.

 

We offer three months of HubSpot support at a minimum of 4 hours per month. Every migration, team and processes are completely unique, so this type of support should be mostly up to you on how you would need our services. We recommend starting small and if you need more, we build from there.

 

 

Wrap Up

 

The top three points we would want you to take away from this small write up are:

 

1) Keep your conversion open to moving fast or slow, depending on your business schedule; busy season, conferences, global dynamics, etc. Our offer is meant to move at your pace, not ours.

 

2) The term “consultation” definitely wraps around  our onboarding offer with HubSpot’s minimalistic interface and deep customization behind the scenes where strategy is necessary.

 

3) Migration expertise is a MUST. Moving data between two different software architectures is more tricky than you think it is, especially with customizations, filtering and many unforeseen intricacies. Your partner for consideration MUST prove their experience before moving forward.

 

We hope this article has been helpful and answered some of your questions, however if you feel there’s a lot more depth you’d like to cover. Feel free to reach out to our team and we’re always happy to provide any guidance or insight we can, based off our previous experiences with HubSpot.