Challenge

The company faced a significant issue with the default Round Robin algorithm in HubSpot for assigning new contacts. The built-in algorithm was inadequate due to the company’s specific contact owner assignment rules, which required a more tailored approach. Key challenges included:

• Inappropriate Assignments: The Round Robin algorithm did not account for specific criteria needed for effective contact owner assignment.
• Uneven Workload Distribution: The sales team’s workload was not evenly distributed, leading to inefficiencies.
• Time Zone Mismatches: Assignments often ignored time zone differences, negatively impacting customer service experience for a global team.

Solutions

To address these challenges, Softcial implemented a custom action within HubSpot, executed from a workflow that assigned a contact owner to a new contact based on predefined customer assignment rules. The solution included:

• Custom Workflow Action: Developing a custom action in HubSpot that allowed the workflow to assign contact owners according to the specific rules defined by the company.
• Criteria-Based Assignments: The custom action considered factors such as time zones and workload balance, ensuring more appropriate and efficient assignments.

Outcome

The implementation of the custom contact owner assignment solution led to several positive outcomes:

• Better Workload Distribution: The workload among the sales team was more evenly distributed, leading to improved efficiency and job satisfaction.
• Improved Customer Service Experience: Assigning contact owners based on similar time zones ensured more timely and relevant interactions with customers, enhancing the overall customer service experience.
• Optimized Global Team Operations: The solution was particularly beneficial for a global team, ensuring that contact assignments were suitable and effective across different regions.

Technologies:

Hubspot Custom Actions, Javascript