Discover how to adapt business rules for sales and service teams within HubSpot. How to automate business and ticket tracking.
HubSpot is a highly efficient CRM, managing the activity, development, and execution of your company's department's teams. From sales, marketing, customer service, logistics, human resources, public relations, and the operational area.
One of its great benefits when managing the activities and work of the business areas mentioned above is that you can also create business rules for each department of your company.
This is reflected by its omnichannel and high customization performance. In this blog, we will study a little more in-depth the use cases that HubSpot has business rules for sales and service areas.
We will address the following topics:
- What is a business rule?
- How to adapt your company's business rules in HubSpot modules.
- Ways in which business rules improve the management of sales teams.
What is a business rule?
Business rules are crucial for any company. If in your company you have not yet defined a schema of these rules, within your business model, I recommend you to read the following blog: Business Model Fundamentals.
Business rules can be interpreted in different ways depending on the type of company. In essence, business rules respond to a chain of parameters or guidelines that you want to satisfy, at the moment of carrying out an activity or business process.
How to adapt your company's business rules in HubSpot modules?
HubSpot is a very flexible platform in this aspect, as it can adapt to almost any scheme or industry. Therefore, it adjusts to your company's business model and is very agile in this regard. Now, how can we create and or adapt business rules in HubSpot?
Simple, the HubSpot CRM has several modules, these large-scale modules are those that help manage all business areas of the company. In each of these you can create and assign business rules, which are divided into the following channels:
- Contacts: Business rules can be tailored to the types of leads entering within the CRM, the media, the owner or executive to be assigned to the buyer persona type, demand generation, and follow-up.
- Conversations: Within this module, different types of business rules can be adapted, from which types of contacts are fit for our company. Dividing them by branches in the chats according to the requests they have, defining the response times of customer service teams, among others.
- Marketing: In the marketing module, you can set scheduled publishing times. You can set rules based on the reports that HubSpot provides for this module and the types of content generation processes.
- Sales: In the sales module it is possible to establish from, internal forms for entering business opportunities, assign business owner, correlate the prospect or prospects where the business opportunity was identified, with the registered business itself.
It is possible to establish or adopt the company's negotiation stages, additionally, establish rules in each of the business stages created and the information that a salesperson or executive must provide to continue with the negotiation process.
- Service: In this module, it is possible to adopt a large number of business rules, since the service module and the conversations module operate together, it is possible to channel requests from conversations to service.
If we start from the rules adopted in the conversation module, requests, complaints, and different types of queries from customers and or leads have already passed through a business rule of information filtering.
The service module also has a similar quality to the sales module. It can generate multiple pipelines to channel different types of requests, establish rules in each of its stages, generate automation directed to the account executive associated with the corresponding ticket, among others.
- Automation: The automation module is crucial for any company because it can function as an information pipeline engine to simplify the tasks and management of all operational areas within HubSpot. It is versatile and operates in conjunction with each module because it adopts the business rules and automates them within the CRM.
- Reports: Reports are configured in different types of measurements, statistics generation, customized reports, and graphs that show the performance at a strategic level of each business area of the company.
Rules can be established in conjunction with the departments, to define the types of graphs to be measured, the variables to be considered at a statistical level and the periods to be defined for each report.
Ways in which business rules improve business team management
There are several important reasons why it is important to create or adopt company business rules within HubSpot, and they are as follows:
- Continuous improvement of the commercial process: By improving the commercial performance parameters in each of the company's business areas, the assistance of the customer service teams will improve, more sales will be generated because the commercial team generates valuable content for their buyer personas and their approach with them will be simpler and therefore less complicated with prospects.
- Generate automated processes instead of automating clutter: If a company does not seek innovation in its practices, continuous improvement, or much less improve the processes with which it tries to do business, it is very difficult to expect to have an impact on the growth of the company. For these reasons, it is extremely important to pursue the automation of business areas.
- Keeps the company's teams in tune with its strategic objectives: The business rules, as we contextualized them above, seek to satisfy the guidelines and the business architecture of the company. In order to improve both the internal management of the departments, as well as the management of the different channels of contact with the customer. By generating harmony between the teams and the business rules developed in HubSpot, the omnichannel nature of the platform makes the traceability of this part of the corporate culture.
If you are interested in learning more about how to create, define or adopt your company's business rules within HubSpot, schedule a meeting with one of our consultants.