A Case Study on Optimizing Services in the Women's Health Sector

At this leading women's healthcare provider, delivering top-notch care is just the beginning. Known for their exceptional services, they encountered challenges as their organization expanded. Here's how we helped them overcome these hurdles with a tailored CRM solution.

The Challenges

Before we stepped in, the client was grappling with a few major issues:

• Misaligned Data: After migrating from Zoho CRM, the new system was a mess. Contacts, companies, and deals were all out of sync, and calendar integration was a nightmare.
• Broken Processes: Their sales process wasn’t automated, and there was a lack of proper training. Sales Development Representatives (SDRs) were booking meetings but not using scheduling links effectively, and tracking SDRs on deals was practically nonexistent.
• Inadequate Reporting: They had minimal reporting set up, which meant little visibility into the sales cycle and overall performance. Plus, the team wasn’t fully trusting the system because previous implementation attempts were poorly executed.

What They Wanted to Achieve

The client had two main objectives with our intervention:

Short-term Goals:

• Streamline & Document the sales processes that had been sketched out but not fully executed.
• Clean up the data from their old CRM and train the sales team on new tools and processes before one of their key team members took an extended leave.

Long-term Goals:

• Develop clear and detailed reporting on the entire sales funnel, from lead generation to deal closure.
• Understand and improve the efficiency of the sales cycle, tracking every step and interaction.
  
  

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Our Solutions

We kicked things off with a comprehensive Data Modeling workshop on April 16, 2024. This was crucial for aligning HubSpot’s language with the client's terminology. We then redesigned their lead and deal pipelines to be more intuitive and reflective of their actual processes.

Key Actions Included:

• Customized Lead Process: We set up a new lead process that automatically converts leads into deals, eliminating the “hold” stage that was causing reporting issues.
• Tailored Pipelines: The company's unique needs required custom stages and lifecycle stages, which we built into their CRM.
• Thorough Training: We trained their team extensively to ensure they were comfortable with the new system and processes.

The rollout began on April 29, with the final user acceptance testing (UAT) and training sessions wrapping up by mid-June. By July 8, we had completed and presented the next round of reporting dashboards.

The Impact 

Immediate Benefits:

• Enhanced Training: The team received comprehensive training on the new processes, leading to better adoption of HubSpot’s features.
• Streamlined Processes: We updated and clarified their lead and deal pipelines, improving their ability to track and manage deals effectively.

Long-term Benefits:

• Improved Reporting: Leadership now enjoys clear and detailed dashboards that provide insights into every stage of the sales funnel.
• Better Data Management: We cleaned up old data and established processes for ongoing data maintenance.
  
  (You can see this solution reflected in their reporting.)

What’s Next?

The journey doesn’t stop here. the client is continuing to work with us through a support contract and will soon be launching the HarvestROI AdoptionHub to further enhance their CRM usage. They’re also seeing positive feedback from their sales team, who are embracing HubSpot’s tools more fully.

Final Thoughts

This company is setting new standards in healthcare, and now their CRM processes are as robust as their patient care. By addressing their CRM challenges head-on, we helped them build a more efficient, transparent, and trustworthy sales system.

Read our customer review page! 

Compliance with Confidence

Ensuring patient data privacy is critical in the healthcare sector, and the client is now leveraging HubSpot’s new HIPAA compliance features to meet these rigorous standards. This option offers enhanced data security and peace of mind for both the organization and its patients, enabling the team to streamline workflows while maintaining full compliance.

To learn more about how HubSpot’s HIPAA compliance features can support your organization -> watch our explainer video.