How We Helped an Australian Law College Streamline Their CRM and Boost Student Engagement
We worked with one of Australia’s largest law colleges, which had recently upgraded from HubSpot Professional to HubSpot Enterprise. They were managing over 200,000 contacts, 5 sales pipelines, 200+ emails every month, and 50+ forms—but their processes were far from streamlined.
The Challenges
The college faced several critical issues:
• Duplicate data: Contact records were cluttered with duplicates, making data management inefficient.
• Manual tasks: A lack of automation meant staff spent hours on repetitive processes.
• Inconsistent sales pipeline: No standard entry or exit criteria existed, leading to confusion.
• Unstructured workflows: Tasks weren’t automated, which slowed down daily operations.
• No governance on fields: Form fields lacked uniformity, resulting in inconsistent data.
Our Approach
We began by breaking the problem into manageable steps:
1. Simplifying Contacts:
• We identified and removed duplicate and junk contacts, clearing up the clutter.
• This ensured their database was leaner and easier to manage.
2. Streamlining Forms:
• Marketing forms were simplified by replacing open text fields with dropdown menus. This ensured consistent and uniform data entries.
• We also aligned the messaging on their webpages with the forms embedded on those pages. This led to higher-quality form submissions.
3. Creating a Lead Management Process:
• We set up a process in HubSpot to assign leads based on specific criteria like course inquiry, prior university, and state.
• This ensured leads were routed to the right team members, enabling them to reach out promptly to prospective students.
4. Standardizing Messaging with Templates:
• We introduced snippets and email templates for the 50+ sales team members. These helped maintain a consistent tone and message in their communication.
• This made handling inquiries faster and more uniform.
5. Optimizing the Sales Pipeline:
• We redefined the deal stages by establishing clear entry and exit criteria for each stage.
• Automated workflows ensured the right information was captured at the right stage, reducing errors and improving accuracy.
6. Data Standardization:
• By bringing uniformity to their data processes, the college experienced smoother operations and better insights.
Results
By implementing these changes:
• The college reduced manual workload and eliminated duplicate data.
• Their lead management process ensured no enquiries were missed, leading to better applicant engagement.
• Standardized sales processes and consistent communication improved efficiency across the team.