Bella Piel streamlines its internal processes using HubSpot

Challenges faced by Bella Piel

Manual processes and lack of follow-up

Bella Piel came to Dinterweb with the implementation of marketing and customer service functions in HubSpot, but faced multiple challenges:

Delivery control and radar: the processes were very manual, which made it difficult to have adequate control over deliveries.

Customer service tracking: They could not effectively track customer service cases, which affected customer satisfaction.

Disconnected communication channels: Communication channels were not integrated with sales and logistics, causing a lack of certainty about the status of deliveries.

Separate tools: They used different tools to manage these processes, which complicated coordination and the flow of information between teams.

Need for centralization of information

To solve these problems, Bella Piel sought to unify all its processes and data in a single platform that would facilitate the team's work and improve operational efficiency. This need to centralize information and resolve technical doubts was a crucial point in achieving a successful implementation that met Bella Piel's expectations and significantly improved its marketing and customer service operations.

How Dinterweb addressed Bella Piel's challenges

We met with the teams to analyze all the problems they were facing and determine the appropriate solutions we could offer.

Resolving technical questions

During the accompaniment, we resolved all technical doubts related to the use of HubSpot, ensuring that Bella Piel could take full advantage of the platform.

Logistics

We organized the logistics process in stages within a pipeline in HubSpot, which allowed us to visualize the status of each delivery order and facilitated the assignment of orders, creation of tasks and measurement of delivery times, thus improving operational efficiency.

Customer Service

We implemented a comprehensive process that allowed the reception of requests from different channels, generating tasks and notifications in real-time to improve the timeliness of service. We created reporting dashboards that allow real-time metrics on time and quality of service, improving decision-making.

Marketing

Customer Life Cycle Definition: We defined the customer lifecycle and, based on this, worked on a lead qualification that would structure a nurturing strategy. We implemented a loyalty and cross-selling strategy for existing customers, using the information integrated into HubSpot to maximize additional sales opportunities.

Results of a HubSpot accompaniment with Dinterweb

Centralization of operational management

Bella Piel was able to centralize the management of its logistics and customer service teams on a single platform, HubSpot, which facilitated the coordination and monitoring of operational activities.

Use of HubSpot by the field team

Order clarity and reporting: The field team can now use HubSpot to generate reports and have a clear view of orders, allowing them to anticipate potential issues.

Customer service: the customer service team can review and analyze the most common cases, improving the efficiency and quality of service.

Reduction of time and manual tasks

Bella Piel can now measure response times and make strategic decisions based on real data, improving efficiency and customer satisfaction.

Data-driven decision-making

Implementing HubSpot has significantly reduced time and manual tasks, such as downloading and sending Excel sheets, allowing the team to focus on higher-value activities.

Real-time information updates

Previously, information was backlogged in Excel spreadsheets, prolonging the wait time for customers. With HubSpot, information is updated in real-time, improving operational efficiency and reducing wait time for customers.

Evaluating team performance

Bella Piel can now measure your team's performance more accurately, allowing you to identify areas for improvement and recognize good performance.

Access to centralized information

Employees had to switch from one system to another to review information. With HubSpot, all information is available on a single platform, making it easier to access and manage data.