Know and communicate with
customers: the Zehus case

Getting to know and communicating with current and potential customers: Zehus' objective

Zehus is currently in a phase of expansion and growth, which is why it has set itself new and challenging goals. In particular, the company aims to improve relations with current and potential customers. For this reason, it believes in the fundamental importance to know and communicate with them.

In detail, the objectives that Zehus has set are the following:

• Improve after-sales service through effective management of communication with its customers.

• Building customer loyalty through structured management of online communication, based on knowledge of the individual customer and on the production of content that may be of interest to the recipient.
• Attract new potential customers by exploiting the potential of social media to make its brand known to both the B2B and B2C markets.

Zehus turned to a Digital Agency like Ekeria, to achieve these objectives.

HubSpot CRM - Sales, marketing and service hub

To better understand and communicate with customers, we proposed to Zehus to equip itself with a CRM platform to manage the communication flow through all online channels, such as email, social media and web pages; deepen the knowledge of their network of contacts (visitors, leads, customers and partners) and profile and segment them according to their characteristics.

Among the various platforms present, the choice fell on HubSpot, as an All in One platform that differs in its ease of use, the completeness of the functions and the perfect integration between all the modules.

The implementation project was carried out in close collaboration between the Zehus team and the Ekeria team in order to make the most of the potential of HubSpot, obviously adapting it to the customer's needs and internal processes. In particular, the implementation concerned the following HubSpot Hubs: CRM, Service Hub, Sales Hub and Marketing Hub.

The main steps of the process were:

• Initial kickoff and analysis of AS IS processes 
• Definition of TO BE processes (Sales, Marketing, Service) 
• Setup HubSpot account and CRM 
• Setting up tracking systems: Site, Google, LinkedIn, Instagram
• Importing contacts and creating lists
• Creation of custom fields and views
• Creation of conversation tools (emails, forms, chatbots, meetings)
• Setup Service Hub

• Ticketing system setup
• Knowledge Base
• Surveys
• Setup Sales Hub
• Sales pipeline creation
• Management of negotiations and estimates
• Setup Marketing Hub
• Lead scoring
• A/B testing

• Template creation (Email templates, Newsletters, campaigns, posts …)
• Workflow setup and automations
• Sales and Marketing alignment
• Creation of reports and dashboards to monitor activities

All this took place with weekly alignment meetings and ad hoc training sessions.