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Case study

Enabling operational success through streamlined UI and custom NetSuite<>HubSpot integration

“It's a game changer for us, making it simple yet effective to handle that moment of truth for our customers.”

Industry
Mitigation and Restoration in the Disaster Space
Region
North America
Duration
5 months
Type
B2B and B2C
Solutions
HubSpot UI Development, Custom NetSuite Integration–using Celigo

HubSpot products used

MarketingHub_Icon_Gradient_RGB_24px
Marketing Hub®

Professional

Product_Icon_Only_Sales_Hub
Sales Hub®

Enterprise

Product_Icon_Only_Service_Hub
Service Hub®

Professional

Product_Icon_Only_Operations_Hub
Operations Hub®

Professional

MarketingHub_Icon_Gradient_RGB_24px
Marketing SMS

Add-on

FLEET Response is a mitigation and restoration company with a comprehensive, customized, and proactive approach to disaster management services.   

Their Intake team is responsible for routing all incoming inquiries for restoration and cleanup services after an emergency - such as water damage, fire damage, storm damage, mold remediation, and repairs/reconstruction - to the appropriate project management team. 

Historically operating out of NetSuite, the Intake team required a tool more directly designed for data capture and collection and chose to migrate their operations to HubSpot alongside their Marketing team.  

As NetSuite was to remain the source of truth for their overall business operations, it was critical to integrate HubSpot and NetSuite to ensure all intake data was properly stored and synced between both systems.

 

THE CHALLENGE

Integration challenges stalling operational efficiency ​


NetSuite was not designed for the Call Intake team’s use case 
Being that NetSuite was originally designed to optimize efficiency for the Operations Team,  FLEET Response’s Call Intake team struggled to execute their data collection activities within the tool and needed a simpler process geared towards easing burden on the end user - making it easier and faster to engage customers in their time of need. 

Nuances with standard NetSuite<>HubSpot integration
Due to technical complexities within NetSuite, standard integrations with platforms such as HubSpot are more nuanced. This led to inefficiencies in the native sync and discrepancies in the data between HubSpot and NetSuite. As such, the FLEET Response team struggled to operate effectively in HubSpot without clean and complete data in the systems. 

 

THE SOLUTION

Custom NetSuite <> HubSpot integration 


Clear data architecture and object mapping 

The accelant engineering team developed a custom NetSuite and HubSpot integration using Celigo for near-real-time, event driven data-transfer. By understanding FLEET Reponses' unique business processes, the team was able to build infrastructure that synchronized Contacts, Companies, and Deals in HubSpot to Contact, Company, Partner and Project objects in NetSuite. This allowed for clean data transfer between the systems as well as a more simplified user experience for the teams who relied on this data to execute their activities within HubSpot.

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A simplified intake process using custom forms

To enhance the Intake team's data collection process, the accelant team defined clear, simplified intake forms within HubSpot that would ensure a standard set of data was collected and stored efficiently within HubSpot and synced to NetSuite.

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Tailored training programs

With the enablement of their Intake teams being critical for overall project success, accelant focused on creating a tailored training and enablement plan that was simple and replicable across FLEET Response’s multiple Intake teams.

“

It's a game changer for us, making it simple yet effective to handle that moment of truth for our customers.​

Helmut Oehring, CIO


THE RESULTS

A team enabled for long term operational success 


Real-time data collection capabilities 

FLEET Response’s existing tech stack limited the Intake team’s ability to capture real-time information, delaying the collection process and risking gaps in data collection. The accelant team expanded the integration functionality to include HubSpot Deals, which were transferred to “Projects” in NetSuite.  This allowed the Intake team working in the field to use HubSpot on their iPads, allowing the business to respond to each situation much more quickly than before.  

A roadmap for long term HubSpot adoption

With HubSpot’s intake form playbook, the Intake Team is guided through the conversation with the customer and has a more simplified approach to data collection that is critical for project success. This repeatable framework allows FLEET Response to onboard their Intake teams to HubSpot following a uniform methodology.

Enhanced alignment and visibility for leadership

By unifying their processes and data within HubSpot, FLEET Response leadership now has visibility into their teams’ day-to-day operations and the ability to drive continued alignment and optimizations.

Interested to learn how your organization can benefit from accelant's streamlined Integration Services?