Turbocharging Hive Technologies Operations
Complex Operations
Managing a fleet of electric vehicles (EVs) for gig drivers is a feat of operational complexity. The combination of supporting diverse technical issues, using different communication methods, and nurturing voluminous sales prospects is a lot to handle for a large let alone emerging organization. How can emerging startups like EV rental companies streamline their operations to enhance both their service and sales capabilities?
Sales & Service CRM Machine
Building a streamlined operation that not only accommodates this complexity but enables employees to thrive therein is a tall order. Understanding operations at the “atomic” level within a granular set of flows - required. Having an openness to improving processes and doing better - also required. Blending man & machine with CRM solutions and architecture that make sense - also required. How can an emerging startup get all this done to enable its business?
Take Hive Technologies Inc for Example
The Challenge
The EV rental company had significant momentum with an impressive operations team; but with ambitions to scale much larger and revolutionize its space, it aimed to take its service and sales operations to the next level. Hive’s primary focus was on the end-2-end customer experience from acquisition to retention, providing a seamless experience for gig drivers using platforms like Uber, Lyft, and DoorDash.
The company used a close-knit team with daily meetings to manage sales & service operations across a variety of disparate systems. While they excelled in operations, scaling to more cities and partners would require tremendous resources in the current setup. How could they centralize operations and improve efficiency to continue providing top-notch service and achieve their growth targets at a much larger scale?
Growth Marketing Advisor’s (“GMA’s”) Approach
GMA methodically built a sales and service Hubspot CRM machine for the EV rental company.
Service enabled by automated upfront intake via customized chatbot, dedicated customer portal, seamless handoff to staff at the right moment, all within a streamlined ticketing system that standardized the most common support situations.
Sales enabled via a migration from an enormous, complex, and fragmented CRM to a streamlined, easier to use one full of automation and improved sales pipeline management processes
Communications engine enabled by moving from manual list uploads and duplicated templates to fully automated by centralizing data and leveraging automations
Single view of the customer with realtime management and reporting was enabled across the end-2-end customer experience, moving from many systems including email, SMS, messaging, CRM, spreadsheets, backend database, BI visualization, and more into one system - a single instance of Hubspot CRM.
Culture of learning, iteration, and growth was already impressive but augmented through this experience
GMA’s strategic approach transformed Hive’s service and sales operations, leading to significant improvements in the ability to handle larger volumes of prospects and inbound tickets.
Custom Chatbot
New Customer Portal
Revamped Knowledge Base
Centralized Reporting Dashboards
Results
The results were impressive across both service and sales, driving efficiency and growth via Hubspot CRM. This comprehensive approach not only optimized operational processes but also significantly enhanced customer satisfaction, setting a new standard in service delivery.
“Working with GMA was a pleasure. They helped us level up our sales, service, and data operations with Hubspot CRM making it easier to deliver results and set us up really well to scale our operations.”
- Aidan Seawalt, Co-Founder, Director of Operations of Hive Technologies Inc.
In the first 30 days post-launch:
Ticket Completion Rate in <24 Hours
Reduction in Systems to Manage Sales & Service
Reduction in Contacts through Data Cleansing & Integration
To learn more about building your brand’s marketing machine, contact us now.