Comprehensive customer Survey insights on a Contact and Company Level
Rapid filtering options for customer Survey data and reports
Utilisation of Survey results for streamlined automation of Customer Tiering
Creation of a Custom Object that treats Survey results as separate records
Automation to push the data to the correct areas and set Customer Tiers
Training to ensure self-sufficiency
Identifying the problem
Terrascope acknowledged a reporting gap in their Surveys and sought help translating their specific requirements into reality. We observed that utilising Survey data in HubSpot posed challenges for this project. While HubSpot has some useful built-in reporting capabilities for Surveys, it did not provide us with the means to use the Industry Standard CSAT and NPS formulas on an encompassing level and scale. We were also unable to use both NPS and CSAT within a single survey, meaning the only option was to create custom surveys, or only use one unit of measurement. On top of this, we noticed that all industry-standard ratings were stored in a single property (NPS, CSAT, CES), meaning that these ratings were often unusable. Even if these ratings were pushed to a different property associated with that Survey, it would be rewritten each time someone submitted a new Survey.
Scope of works
HubSpot Onboarding & Support
Custom Object Creation
Development of Custom Calculation Properties
Manual Enrollment of all Historical Data
Training & Support
Time Saved in Manual Data Extraction and Reporting
Time Saved in Filtering Data for Agile Decision-Making
Before implementation, manual extraction of Survey insights was time-intensive and would take nearly 3 hours each month. The new automated workflow reduced this process, saving the Terrascope team time by an estimated 90%.
The system achieved a notable 92% reduction in accessing critical information by automating Survey data filtering, ensuring quick answers for agile decision-making.
Automated workflows for customer tiering based on Survey results saved 90% of the time previously spent on this process, as the system now dynamically checks and assigns tiers.
The transformative integration of Custom Objects and Automation at Terrascope not only unlocked remarkable time savings but ignited a paradigm shift toward operational excellence, perfectly attuned to our overarching project goals. The collaborative effort improved data handling and optimised the team's time, allowing a focus on strategic initiatives and customer support. In this seamless synergy of technology and human ingenuity, we've not just optimised processes; we've unleashed a new era of productivity and innovation, propelling Terrascope to unprecedented heights of success.