Singapore-based SaaS decarbonisation platform Terrascope has implemented a customer relationship management (CRM) platform to streamline sales processes and achieve a comprehensive view of customer interactions.
This helps manage customer data, automate workflows, and prioritise customer support.
Terrascope’s chief customer officer, Felipe Daguila, told iTnews Asia the team had to rely on internal and often open-source solutions which proved inadequate for scaling operations.
After considering CRM solutions, including Salesforce, Microsoft Dynamics and Pipedrive, the team chose HubSpot, said Daguila.
The company is using HubSpot’s products including the sales hub, marketing hub, service hub and CMS hub.
According to Daguila, since implementing HubSpot, Terrascope has tripled its new customer acquisitions.
Earlier, the average deal cycle was nine months, due to a lack of centralised information, said Daguila.
Post-implementation, it has been shortened to four months, he added.
Daguila said HubSpot's automation capabilities have cut the time spent by the sales and customer success teams by around 30 to 35 percent.
Terrascope helps companies manage and reduce carbon emissions by analysing data, using AI to develop decarbonisation strategies, and providing product-level carbon footprint analysis for compliance and business transformation.
It is a global company with customers in the APAC, USA, ANZ and Europe.
In the ASEAN market, the company has a presence in Indonesia and Thailand and is looking to expand into India and Vietnam.
Understand customer contexts
Terrascope has integrated Sales Hub to streamline communication, understand customer contexts, and manage each stage of the sales cycle.
Daguila said it helps coordinate processes between teams and ensures alignment on what needs to be done at each sales stage.
The Marketing Hub has helped drive demand generation efforts, managing outbound and inbound marketing activities.
It facilitates the creation and management of website, the execution of webinars, and the organisation of customer events.
With the Service Hub, the team centralises post-sales activities, enhancing customer success and support.
For instance, it manages the onboarding process, which involves a detailed questionnaire completed by both the sales and customer success teams.
This ensures that customer priorities and promises made during the sales cycle are clearly understood and delivered, said Daguila.
The company has also implemented the CMS Hub to manage content.
According to Daguila, one crucial factor is the marketplace integrations provided by HubSpot.
The company has integrated Sybill, a meeting recording platform with HubSpot for automatic recording and transcription of customer meetings.
It captures details including deal configurations, budgets, and important events.
Overcoming information silos
Daguila said the company has implemented an end-to-end customer journey process within HubSpot, gathers information to overcome information silos and trains the sales team to ensure quality customer interactions.
A detailed customer questionnaire completed upon closing deals provides the customer success team with insights into purchases, priorities, and commitments.
This is crucial for maintaining service quality, especially for multi-year contracts, he added.
Additionally, Terrascope has established a process for managing pilot projects with enterprise clients, involving tracking and cross-functional collaboration among solution engineers, architects, and legal advisors.
Terrascope leverages HubSpot for full-funnel reporting.
Weekly pipeline reviews use HubSpot's scoring system to prioritise promising deals and address information gaps, while regular marketing meetings ensure targeted engagement through webinars and tailored content.
Automation features alert the team to inactive deals and distribute relevant reports to customers, ensuring timely communication, said Daguila.
Leveraging the Service Hub, the team has developed a knowledge base to educate customers on sustainability and climate issues, reducing support tickets and enabling self-service.
“We conduct webinars to generate demand and educate prospects, achieving high engagement rates through HubSpot's automation tools,” said Daguila.
The company prioritises support tickets using automation and customer satisfaction scores, ensuring prompt resolution of issues across different languages and customer segments, he added.
