About
The Client
Co.co.haus is Puerto Rico’s pioneering downtown coworking space. Established in 2017, the space has evolved into a vibrant hub for connection, collaboration and creativity, fostering a diverse community of professionals.
Challenge
Co.co.haus faced critical difficulties during the migration of its customer relationship management (CRM) migration to HubSpot. The company needed to automate sales and service processes, strengthen marketing efforts, gain visibility through reporting, and secure long-term support from a partner agency.
Approach
Goal
Primary: Integrate marketing, sales and service efforts through HubSpot to deliver exceptional service to prospects, members and former members.
Secondary: Optimize processes by automating critical points to measure results and achieve efficiencies in the team’s day-to-day operations.
Secondary: Understand and make the most of HubSpot as the contracted CRM to execute and scale the company’s growth.
Strategy
Expand the scope of the project proposed by the client by enabling the tool for all memberships, not just virtual ones, and taking advantage of all HubSpot options that could affect the operational and manual actions performed by the co.co.haus team.
Target Audience
Internal co.co.haus team and coworking space clientele, including prospects, current members and alumni.
Work
- Performed HubSpot audit.
- Automatized workflow.
- Developed marketing, sales and service strategy.
- Designed and implemented email templates, landing pages and subscription pages.
- Integrated HubSpot and WordPress.
- Prepared and executed HubSpot training sessions.
Tactics & Results
Automatization
- Achieved a 47% time efficiency in each sale and 44% time efficiency in the onboarding process of each member.
Tactics & Results
Customer Experience
Measured and improved member satisfaction using real-time data.
Tactics & Results
Team Agility and Alignment
- Enhanced information visibility and contact segmentation through lists and filters.
Tactics & Results
Sales and Marketing
- Automatized communications process, providing quicker responses to potential members and freeing up the team to work on more critical operations.
- Automatized membership emails that previously were sent manually and created new emails.
- Documented processes and created standard operating procedures (SOPs) for sales and onboarding processes; trained team.
- Migrated 1,200 contacts from MailChimp to HubSpot for newsletter.