Here at Uku, we’ve been hard at work behind the scenes, connecting new clients to the HubSpot universe and making sure they can hit the ground running with their new HubSpot software.
Setting up 15 new clients in 30 days is no easy feat and we have learnt some valuable lessons along the way, which has helped us to refine our processes and procedures even further. All in a bid, of course, to make sure each of our clients has the best start or most seamless switch over to their new HubSpot software.
Why the focus on onboarding you may ask?
Well, we believe that HubSpot onboarding (by which we mean the process of configuring your HubSpot account to meet your business needs and getting yourself and your team acquainted with the HubSpot tools) is crucial to achieving your sales, marketing or customer service goals. This is why it is a requirement for all paid HubSpot product hubs.
(Read more about our HubSpot onboarding here.)
Here are the 5 most important lessons we as service providers have learnt so far:
1. Properly scope out a project before starting
Nobody enjoys working on projects that fit the ‘how long is a piece of string’ analogy. Spending time before onboarding starts to clearly scope out exactly how many landing pages, forms, emails, workflows or custom integrations are required, for instance, means that we’re able to effectively plan and execute an onboarding within the agreed-upon time frame.
Scoping out a project is a joint effort between us and you, our client. As the HubSpot partner providing the onboarding, we do most of the heavy lifting when it comes to scoping out a project but we do also require client input on, for instance, what integrations are needed.
Scoping out a project to the granular level typically takes a few days.
But it is absolutely worth it.
Not only does a properly scoped-out project save on time in the long run but it also cuts down on the amount of frustration you - or your staff - may experience when trying to get to grips with new software, and sets clear expectations and goals for everyone involved.
That said, a fully scoped out project does not ALWAYS guarantee smooth sailing (we wish it did!).
That’s because ...
2. Not all integrations are equal
HubSpot provides a fully detailed and open API (or application programming interface), meaning that we’re able to integrate just about anything with the CRM. That doesn’t mean every integration is simple, though.
Occasionally, third-party software that we need to integrate with, may not have an easily accessible API or is out of date. That means delays can occur whilst we work with the third-party provider to ascertain their software requirements and find a workable solution.
3. Defined sales processes and deal pipelines are crucial
HubSpot’s sales tools are some of the best in class. There is a host of really powerful sales automations and techniques that can be included in a client’s onboarding. But for us to be able to do so, we will need a clear understanding of your sales process - in other words, the process - or repeatable steps - your sales team takes to move a prospect from a lead to a paying customer. As well as exactly what is required and who is involved at each step of the process.
Of course, most businesses will already have a sales process in place, so it’s our job to ensure that the sales pipelines in HubSpot are tailored to match and support their specific process.
If a company doesn’t have a sales process in place we can, of course, assist in helping them formulate a sales process through a series of training and HubSpot certifications, which fall outside of onboarding.
Clearly defined sales processes and deal pipelines are invaluable to any company. It is well worth the time it takes to put it together as it will, ultimately, better enable teams to hit sales goals. And it will help us tailor their HubSpot software and experience to a T, which is really what every client wants.
4. Training is just as important as the technical bits
A new platform can be exciting and inspiring for some, and daunting for others.
This is why training plays an important role in not only familiarising new users with workflows and tools but also putting people at ease, and providing them with the confidence and skills to use the software.
It’s essential that, regardless of which of the HubSpot products you decide to use, everyone receives training on how it operates and how to use it to its full effect.
(Not doing so, is like colouring with only one crayon from a box of 64 magnificent hues - you want to make sure you get your money’s worth by ensuring that employees use all the features available to them.)
Of course, after a training workshop, it is crucial that teams keep learning on their own by exploring the software and using it on a daily basis to familiarise themselves with it.
5. Have reports ready to go
HubSpot provides teams with a wealth of data, so ensuring that there are some reporting dashboards set up and ready to go from the start is a great way to show the software’s worth, and can increase the rate at which the platform is adopted by users.
Reports that focus on metrics that matter to execs, sales or marketing personnel is always a good place to start.
One of the most crucial ones to have set up from the start would probably be the Marketing Performance Report. It provides insights into sessions, leads and customers - a great high-level overview of how the business is performing.
Reporting dashboards for each team (sales, marketing, service) can be set up during onboarding according to client specifications.
Onboarding is a crucial first step to achieving your sales, marketing or customer service goals with HubSpot. This is why we place such emphasis on it. We have specifically tailored the process to not only familiarise users with the software but also to set up any systems, additional software or reporting tools you may need.
We hope these 5 lessons can help you prepare for your next onboarding for a more seamless experience.
If you’re interested in learning more about HubSpot or our HubSpot onboarding process click 👉 here.