A leader in electric vehicle (EV) technology development faced operational inefficiencies when booking service for vehicles, filing warranty claims, entering VIN numbers, and more. This client is a leader in the vocational truck industry, providing work-ready diesel, clean natural gas (CNG), and now EV chassis designed and manufactured in North America for the refuse and recycling markets, meaning every vehicle is built to custom specifications depending on municipality, locality, etc.
Their durable, dependable trucks are built to excel in many applications that now include middle- and last-mile delivery.
In 2021, they acquired a commercial vehicle Original Equipment Manufacturer (OEM), adding more complexity to their multiple systems.
When this client came to Unlimited Tech Solutions, they were looking for an ERP integration and to migrate away from Salesforce. Digging deeper into their systems, we found four main challenges.
After a discovery phase, Unlimited informed the client that all existing challenges could be solved using HubSpot solutions.
We devised three innovative solutions to meet this client’s needs.
We created a custom integration with their ERP and worked JavaScript into the service portal, which would identify who the logged-in user was, restrict the VINs that they had available to select from and allow them to search. HubSpot Service Hub’s customer portal does not allow users to add these features, so we had to think outside the box to implement that.
We also connected the process with the client’s custom CPQ. Unlimited served as the point of contact between the client’s CPQ and HubSpot to ensure they got the most functionality out of both products. This integration service is built into their product, which allows them to bring external information into the HubSpot CRM. This means the client can use data that isn't even in HubSpot or their CPQ through an API connection. They can retrieve that information and use it in the configuration of a quote, having it drive the rules of what products are available, what the pricing should be, and what the contract term should be.
The result? ~45% reduction in sales cycle time.
Key Impact: With real-time ERP integration, the sales team gained full visibility into vehicle production, reducing delays and shortening the sales cycle by 45%.
Unlimited developed an intricate data structure that allows the company to sell directly to end-users and through a dealership network.
Unlimited also consolidated and migrated data from multiple sources, eliminating disparate systems.
The result? CRM adoption and user satisfaction.
The client also experienced a reduction in email dependency: ~60-70% fewer internal emails
Key Impact: By eliminating manual follow-ups and streamlining internal processes, CRM adoption increased from 40% to 88%, improving team efficiency and engagement.
Unlimited created a way for individual service centers to log tickets, record to the appropriate truck VIN, and log commonly replaced parts. To do this, we built an autocomplete function for a more straightforward lookup querying HubSpot in real time.
The result? Faster and more accurate VIN-based service requests.
The client also experienced a roughly 70% decrease in incorrect orders.
Key Impact: Automated VIN-based service requests reduced follow-up time by 50%, improved accuracy in parts tracking, and enhanced reporting on high-failure components, leading to faster service resolutions.
One of the most significant achievements has been the successful transition of all teams from Salesforce to HubSpot. We did this by:
This electric vehicle technology developer now enjoys using their systems under the HubSpot umbrella. Using custom objects and custom integrations, Unlimited Tech Solutions improved workflow, efficiency, and reporting.
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