What was in the way
The company sells custom ovens to restaurants through owners, consultants, design dealers and contractors. Over time its HubSpot account filled up with old deals that were going nowhere. The sales leader guessed the list of open deals looked about four times bigger than it really was.
Some leads never got a call, and service and tech support requests came in by phone and email with no tracking.
What we did
- Audited the account first. We reviewed the whole account, set up a saved list of deals for each rep, and pulled every lead that had never been called.
- Rebuilt the sales pipeline. Deals now have required fields and go to reps by territory. Projects that come through consultants get follow-up reminders, and trade-show leads load straight in.
- Tracked ventilation design requests. When a deal needs a ventilation design, a request goes to the design team automatically, with room for revisions.
- Set up customer service. Emails to the service and tech support inboxes turn into tracked requests, each with an owner and a response target.
What changed
In just over 45 days, every lead that had never been contacted was back with the sales team. Deals now carry the details managers need, so they can report by territory, rep and product.
Every ventilation design and service request is tracked from first contact to close. Eleven short training videos keep every rep on the same process.
