OSKA are experts in the management of pressure care, offering specialist products, expert knowledge and clinical support to long term care settings, hospices and hospitals across both the NHS and private sector.
The challenge
Already one of the UK’s leading companies in the field of pressure care expertise, OSKA have ambitious growth targets that require a high degree of clarity and scalability. They were initially considering HubSpot as a means of measuring and capturing their marketing efforts. Having engaged Breckenridge at an early stage, we quickly identified that they were reliant on a number of different platforms, as well as a lot of manual efforts in offline spreadsheets, with no single source of data. This presented an opportunity to use the HubSpot platform to far greater effect, aligning their end-to-end process across marketing, sales and customer service teams.
There was an additional time-sensitive aspect to the whole project in that OSKA had been using Pipedrive CRM and their fixed-term deal was coming to an end in a few months’ time. So, should the switch to HubSpot be agreed, it would require a lot of work by both parties in order to ensure that everything was set up and fully tested prior to their Pipedrive subscription coming to an end.
What we delivered
We engaged in a round of consultation with the senior team at OSKA, working closely with them to outline the shape and scale of what a potential HubSpot implementation would look like. Once this had been defined, we were then able to negotiate with HubSpot on behalf of the client, securing an extremely favourable rate over a fixed time period. Having secured this, we were then able to move onto the project proper, covering:
- Customer journey mapping for the process
- Highlighted a huge amount of manual efforts, particularly around lead follow up and report creation
- Full enterprise suite onboarding for the entire business
- Migration of all data from Pipedrive to HubSpot
- User-specific training
- Introduced effective marketing campaign tracking to increase visibility of ROI
- Creation of numerous custom objects to track bespoke processes
- Increased automation across marketing, sales and customer service
- Automated feedback outreach for customers
Our impact
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Real-time reports for marketing, sales and customer service saving approximately 8 hours per week
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Increased operational efficiency utilising internal notifications
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Transparency across Marketing → Sales → CS departments
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Insights into customer service levels leading to data driven decision making
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Improved accuracy of sales reporting
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Trackable and attributable goals
All this was delivered within an extremely tight schedule, working closely with the client, ensuring that everything was ready in time for the switchover from Pipedrive to HubSpot.
