CXG approached us with the aim of optimizing their customer relationship management (CRM) and marketing processes. They sought seamless integration between their existing ERP system, Shopmetrics, and CRM platforms like HubSpot and Microsoft Dynamics. The goal was to leverage data-driven insights for targeted marketing campaigns and streamlined customer engagement.
CHALLENGES FACED
- Integration Complexity: CXG's extensive database, comprising over 120,000 contacts with more than 100 data fields in Shopmetrics, posed a significant integration challenge.
- Automation Requirement: Automating marketing processes while ensuring data accuracy and synchronization between HubSpot and Shopmetrics.
- CRM Synchronization: Ensuring seamless synchronization of contacts and deals between Microsoft Dynamics CRM and other systems.
- Customization and Training: Tailoring onboarding processes, tool customization, and training sessions to suit CXG's specific requirements.
IMPLEMENTATION OVERVIEW
1. CRM and Marketing Integration:
- We initiated the integration process by mapping out the data fields and workflows between HubSpot and Shopmetrics.
- A middleware solution was developed using Node.js, utilizing cron jobs to pull data from Shopmetrics into HubSpot and synchronize it daily at specified intervals.
- This integration facilitated automated marketing campaigns, personalized messaging, and targeted customer interactions based on real-time data insights.
2. Custom Integration with Microsoft Dynamics CRM:
- A push and pull integration approach was adopted to synchronize contacts and deals between Microsoft Dynamics CRM and other systems.
- This bidirectional synchronization ensured data consistency across platforms, enabling CXG to manage customer relationships efficiently.
3. Full Onboarding, Customization, and Training:
- We provided onboarding support, including tool customization and training sessions tailored to CXG's teams.
- This ensured smooth adoption of the integrated systems and maximized the efficiency of CXG's workforce in utilizing the new tools and processes.
4. Custom Reports and Dashboards:
- Custom reports and dashboards were developed to provide CXG with actionable insights into their customer data, marketing performance, and sales pipeline.
RESULTS & BENEFITS
After successfully implementing CRM and marketing integration solutions for CXG, we:
- Streamlined Processes: The integration of CRM and marketing platforms streamlined CXG's processes, reducing manual effort and improving operational efficiency.
- Enhanced Customer Engagement: By leveraging data from Shopmetrics and Microsoft Dynamics CRM, CXG achieved personalized customer engagement, resulting in higher customer satisfaction and retention rates.
- Improved Marketing ROI: Automated marketing campaigns based on real-time data insights led to higher conversion rates for CXG's marketing efforts.
- Data-driven Decision Making: Custom reports and dashboards provided CXG with actionable insights.