How Sales team at CallHippo saves 10+ hours per week using Superjoin? | Case Study

Introduction

CallHippo, started in 2017, is a cloud-based phone system that helps businesses manage calls with features like power dialing, call analytics, and smart routing. It offers local and toll-free numbers from 50+ countries and integrates with popular CRM platforms. 5,000 businesses around the world rely on CallHippo for their cloud telephony needs.

Business Challenge

CallHippo's customer data was scattered across different places. Different teams were using different tools that lead to fragmentation of customer data. They had customer's payment details in Chargebee, sales and marketing data in HubSpot, and customer service data in LiveAgent.

Even though some of these platforms offer native integration with HubSpot CRM, the data was either incomplete or not flowing as per the needs of the sales team leading to inefficiencies.

This case study explores how CallHippo leveraged Superjoin to overcome challenges associated with fragmented data, manual reporting, and limited cross-departmental visibility.

We’ll meticulously analyze the use cases, implementation details, and tangible results CallHippo achieved by partnering with Superjoin.

1. Data Scattered Across Platforms: CallHippo utilized Chargebee for revenue data, HubSpot for CRM, and LiveAgent, for support. This dispersed data created silos, making it difficult to obtain a unified view of business performance.

   
   

2. Time-Consuming Manual Reporting: The sales operations team spent a significant amount of time manually compiling reports from these different sources. This involved exporting data, cleaning it, formatting it and verifying the new data - resulting in a weekly loss of valuable time and resources. The team was spending around 4-5 hours a week on just one report.

   
   

3. Lack of Cross-Departmental Visibility: There was a critical lack of visibility between sales and support, especially during the 90-day clawback period. Account Executives (AEs) had no access to support ticket data, preventing proactive issue resolution and customer management. The sales team could not see support activities that were happening in parallel with sales efforts.

   
   

4. HubSpot Reporting Limitations: While a powerful CRM, HubSpot had limitations in custom reporting, especially when trying to combine data from various objects (contacts, deals, companies). This hampered the generation of holistic business reports, as the customization capabilities were limited.

   
   

What CallHippo Hoped to Achieve

CallHippo sought to address these challenges by implementing Superjoin with the following key objectives:

1. Data Centralization: Consolidate data from disparate sources into a single, unified platform for easy access and analysis.

   
   

2. Automated Reporting: Streamline the report generation process, eliminating the need for manual data manipulation.

   
   

3. Enhanced Sales-Support Alignment: Enable seamless information sharing between sales and support teams to proactively address customer issues.

   
   

4. Improved Decision-Making: Empower sales and leadership with real-time data insights to make better-informed, data-driven decisions.

   
   

5. Increased Team Productivity: Minimize manual tasks for the sales operations team, allowing them to focus on more strategic initiatives.

   
   

Key Use Cases and Impact

“Superjoin has transformed our reporting process, saving us over 10 hours a week. Team leaders can now make quicker decisions with real-time visibility into key sales and customer success metrics, without manual data pulls.”

- Shaily Aditya, AVP Sales, CallHippo

Let’s explore the specific use cases with a greater level of detail:

1. Streamlined Sales Reporting: From Manual Work to Real-Time Insights

The Challenge: The sales operations team spent 5-6 hours per week generating sales reports and many sub-reports. This time was spent on manual processes of gathering, cleaning, formatting, and verifying the data instead of analyzing it.

The Solution: Superjoin automated the entire reporting process, pulling data from Chargebee and HubSpot into Google Sheets every morning.

The Impact:

1. Time Savings: The sales operations team saved at least 10 hours per week of manual reporting effort. After implementing Superjoin, they were able to automate their entire reporting end to end.

2. Improved Visibility: Sales leaders gained real-time access to critical performance metrics, enabling more proactive management.

3. Faster Decision-Making: Team leaders now make data-driven decisions quickly and efficiently.

4. Increased Productivity: Increased sales team productivity, data-driven management, reduction in costs for time spent on manual tasks.

2. Enhanced Sales-Support Alignment during the 90-day Clawback Period

The Challenge: Account Executives (AEs) lacked visibility into support tickets raised by their customers, especially within the crucial 90-day clawback period. Sales were unable to proactively engage with customers experiencing issues.

The Solution: Superjoin connected to LiveAgent, capturing ticket data and pushing that data into HubSpot with the specific customer as a reference. When a support ticket is opened, an automated message is sent to the sales rep on Slack.

The Impact:

1. Shift from Reactive to Proactive: AEs could now proactively engage with customers experiencing issues.

2. Improved Customer Experience: Quicker identification and resolution of issues led to better customer satisfaction.

3. Reduced Churn Risk: Early intervention by AEs could mitigate potential churn.

4. Value: Enhanced customer satisfaction and retention, improved sales-support collaboration, and reduced risks of revenue loss.

   
   

3. Advanced HubSpot Reporting and Data Combination

The Challenge: Standard HubSpot reporting was limited in its ability to combine data from various objects (contacts, deals, companies), preventing complete data analysis.

The Solution: Superjoin extracted all required data fields from various HubSpot objects into a single Google Sheet, creating a foundation for custom reporting.

The Impact:

1. Holistic Reporting: Facilitated the creation of reports combining data across different HubSpot objects.

2. Improved Data Insights: Allowed for deeper data analysis and better-informed business decisions.

3. Data-Driven Management: Enabled management to monitor key performance indicators with a more comprehensive view of their data.

4. Value: Enhanced business intelligence, data transparency, and deeper and more actionable reporting insights.

What CallHippo Loved About Superjoin

"The platform is incredibly reliable, with accurate data and exceptional support from the Superjoin team. They’ve been responsive and helpful from day one.”

— Shaily, AVP Sales, CallHippo

1. Easy to Use: Even without technical expertise, the CallHippo team found Superjoin simple to set up and use.

   
   

2. Everything in One Place: Having all their important data in one place made it easier for everyone to understand how the company was doing.

   
   

3. Reliable: Superjoin consistently pulled the data accurately, eliminating manual errors.

   
   

4. Great Support: The Superjoin team was quick to respond to any questions or issues.

   
   

Conclusion

By centralizing data, automating workflows, and enhancing cross-departmental visibility, CallHippo transformed its sales and support operations. Superjoin helped CallHippo bring all their important information together, making their work faster and more efficient. It allowed them to see the bigger picture, make better decisions, and keep their customers happy. This case study shows how Superjoin can be a powerful tool for any company struggling with data spread across multiple systems.

As a result of the ease of implementation and the continuous support they receive, CallHippo has built a solid relationship with Superjoin.

Discover how Superjoin can streamline your reporting processes and improve data handling. Try out Superjoin today on your own to automate your reporting workflows.