Case Study

HubSpot Audit and Optimisation for Virtuoso QA

Introduction

Virtuoso, a fast-growing technology company, faced significant challenges with its HubSpot implementation. Over time, multiple users had introduced disparate workflows and processes, creating an environment that was complex, misaligned, and difficult to manage. This resulted in poor usability, inconsistent data, and ineffective reporting, ultimately impacting business performance.

SaaS Success, led by Scott Reynolds, specialises in helping businesses like Virtuoso optimise their CRM systems by addressing both technical and human factors. The objective of this project was to identify inefficiencies, provide actionable recommendations, and ensure Virtuoso’s HubSpot setup aligned with their business goals to drive growth and efficiency.

Challenges Faced by Virtuoso

Virtuoso’s challenges with their HubSpot environment stemmed from:

• Workflow Overload: Over 500 workflows, many redundant or conflicting, caused data inconsistencies and slowed system performance.

• Custom Field Confusion: Hundreds of unnecessary fields led to reporting errors and overwhelmed users.

• Misaligned Processes: Complex sales stages and manual data syncing created inefficiencies and hindered forecasting.

• Ineffective Reporting Dashboards: Excessive and inconsistent metrics left key stakeholders without actionable insights.

How SaaS Success Addressed the Issues

1. Technical Improvements

• Streamlining Workflows: SaaS Success consolidated and optimised workflows to eliminate redundancy and improve reliability.

• Reducing Complexity: Simplified custom fields and dashboards, prioritising usability and clarity.

• Improving Reporting: Created consistent, focused dashboards with relative filters to deliver real-time, actionable insights.

2. Aligning Processes to Business Goals

• Simplifying the Sales Pipeline: Reorganised deal stages to make tracking progress more intuitive and actionable.

• Enhancing Lead Management: Updated lead routing and territory management rules to ensure prompt follow-up and better alignment between marketing and sales.

• Optimising Contract Tracking: Transitioned to a single-opportunity model for multi-year contracts, streamlining contract management and improving revenue reporting accuracy.

3. Empowering the Team with HubSpot Features

• Introduced underutilised tools like e-signatures and AI-powered lead scoring to automate and enhance workflows.

• Implemented a meeting scheduler to improve team collaboration and client engagement.

• Delivered tailored training to ensure user adoption and alignment with new processes.

Key Results

Virtuoso experienced transformational outcomes:

• Simplified Systems: Consolidation of workflows and data fields improved usability and reduced errors.

• Enhanced Insights: Streamlined dashboards provided leadership with clear and actionable metrics.

• Increased Team Confidence: User-friendly processes and targeted training improved CRM adoption.

• Business Growth Alignment: Optimised processes supported Virtuoso’s scalability and performance goals.

Why SaaS Success?

Virtuoso chose SaaS Success for their human-centred approach to CRM implementation. By focusing on the interplay between technology and people, SaaS Success ensures that solutions are not only effective but also embraced by teams across the organisation.