Internal visibility on new leads entering the system and their progression through the sales process
To help their team work more effectively on the tasks that would produce the biggest impact for the business, in less time and with less manual input
Reduce human reach-out/admin work as much as possible
To get set up with a CRM platform that would allow them to house and report on customer data, as well as give them the opportunity to update past customers on future promotions
An automated system that would schedule out orders in their Google Calendar
An SMS service that alerts customers of order progression
Identifying the problem
Long-term neighbours at our former abode in Bakery Lane, Neighbourhood’s Director Trav and Cakes & Sh!t’s Owner Sam met through a shared obsession with French bulldogs and got talking about their respective businesses soon after. Airing her frustrations over a cupcake, Sam expressed concern at her business's inability to effectively manage its growing number of orders. She explained that her current operational processes were disproportionately manual; she was having to make phone calls to update customers as to order progression, was hand-jamming appointments into her calendar on the fly, and was trying to interpret reams of disconnected data to figure out how the business was performing.
This lack of structure in the operational process was gradually leading to reduced capacity across the board, as well as inadequate customer engagement and a disheartening rate of customer re-buy. Recognising the problem, Sam went in search of a solution not only to ensure her customers were kept fully abreast of order status, but that would also keep her team fully across the day-to-day tasking.
Having heard this story many times before, and in fact, having experienced these exact difficulties managing enquiries for his own eCommerce store in the past, Trav left the meeting in equal parts full of cake and determined to craft an automation plan to get Cakes & Sh!t humming like a well-oiled machine.
Scope of works
Increased Rebuy Rate
Decreased Internal Admin Time
Increased Capacity Rate
The introduction of Hubspot and our various software integration initiatives sees Cakes & Sh!t operating very differently these days.
Much less time is being spent on unproductive admin tasks. The introduction of the Hubspot Deal x Google Calendar integration has seen the hours spent setting up a daily schedule reduced by half. Establishing SMS automation has contributed to a very impressive rise in the customer rebuy rate of 30%.
And finally, as a result of the integrations and optimisations made across the board, we have increased the Cakes & Sh!t team’s capacity by 35%, and now, through the introduction of Databox, they can continue to track that capacity as they look to continually improve. Hubspot's integrative capability really takes the cake, eh?
"[Our process] is so much different thanks to you guys. In order for us to get the level of automation and automatic communication across calendars and CRMs, you guys needed to get a bit creative and make a whole bunch of different programs talk to Hubspot - which is awesome. ... [The project] has taken all the routine information - that no one wants to do anyway - and has automated it. So good!"
We are stoked at all we managed to achieve with Cakes & Sh!t ... as it's a true testament to the integrative capacity of Hubspot, and the infinite possibilities available to projects of any kind. While we're no longer Neighbours on Bakery Lane, Sam is now well and truly a part of our Neighbourhood - and with new processes and systems at the ready, we can't wait to see what's next for Cakes & Sh!t.