What was in the way
The program enrolls students who want to build Amazon businesses. As it grew, sales, onboarding and support spread across group chats, spreadsheets and separate tools for email, sales, payments and texting.
What worked at a smaller size started to break. The team often learned a student had signed up only when a form came in, and the team couldn't pull figures it could rely on.
What we did
- A sales pipeline. Reps call from inside HubSpot. First-call reps and closers each follow their own script, and follow-ups go out on their own.
- Student onboarding. Each new student starts a checklist of tasks, and the right people get an alert at each step.
- Support tickets. Support requests are sorted by type, and response times and open requests are tracked.
- Marketing and payments. Contacts moved over from the old email tool, ad and social accounts connected, and payments tracked in HubSpot.
What changed
Sales, onboarding and support now work from the same student record. Before a call, closers can see whether a contact has written to support or asked for a refund.
Support is measured on response time and open tickets for the first time. After launch, the program moved to an ongoing support plan with Push Analytics.
