HubSpot Managed Services

 

Who is this service for?

New HubSpot Customers: You want to implement HubSpot and are searching for a competent partner who will guide you through the implementation of HubSpot with a standardised process, but at the same time is flexible enough to respond to your individual needs and advise you in the process. 

Existing HubSpot Customers: You have already implemented HubSpot and taken your first steps and would like professional support to really make full use of the software and integrate it more deeply into your day-to-day operations.

 

Why should you work with brandREACH?

Since 2019, we have been the #1 Best Performing Partner in Austria according to the HubSpot Partner Ranking and currently rank among the top 5 HubSpot partner agencies in the entire DACH region. For you, this means that with us, you have a partner who already supports numerous customers throughout the DACH region in different sectors and company sizes. We have in-depth knowledge of HubSpot's tools and can therefore provide you with input on how to use them optima

 

What can you expect from this cooperation?

We start with an initial analysis & strategy workshop to get a picture of the current status of your account. In addition, we discuss your goals and identify the most important topics and tasks we will implement in the following months. 

The execution of the defined tasks will be done in so-called sprints. In each sprint, both sides implement pre-defined tasks. We discuss this on a monthly basis and review together what has happened in the past four weeks and plan the goals for the next month. 

You get the best of both worlds. On the one hand, you know best what goals you want to achieve or what challenges you are facing. At the same time, we have the experience to know what HubSpot can do for you and what best practices work for our clients. This allows us to provide you with recommendations for action proactively. 

You can access our entire range of experience. Read more about the type of support you can expect from us in the "Scope of services" section.

 

How does the cooperation work in detail?

To give you a clear picture of our cooperation, we have listed the individual steps of the process. If you have any questions about the process, please set up a short meeting in which we can clarify your questions: Book a meeting

 

Initial Analysis & Strategy Workshop 

In the first step, it is crucial to understand what your current set-up and starting situation looks like. Most of our clients hire us before implementing HubSpot and need strategic advice (marketing & sales automation strategy) and intensive tool training as a first step.

Other clients are already using HubSpot, but have restructured their team and are looking for intensive tool training. And others see the digitalisation of sales processes as a top priority. Every customer is different and has individual requirements. Together, we find out what your needs are and put together the ideal solution.

#1 Preparations & Analysis

• Access & Analysis of your Account: We require super admin access to be able to see and work on everything in your account. We then analyse the status of your account, such as used versus unused functions, nomenclatures and much more.
• Briefing & Deriving Recommendations: We have designed a briefing (you may already know it from the scoping meeting) that gives us a first impression of your goals and challenges. Our project team then analyses this briefing and derives specific proposals for action.

If you are already using HubSpot, we will also review the following points:

• HubSpot Asset Analysis: If you use landing pages, blogs, or the HubSpot CMS, we take a look to suggest any optimizations (technical SEO, conversion elements, structure, etc.).
• HubSpot Set-up Review: We check if the set-up has been carried out completely and properly. We also check whether there are any workflows with errors or whether some of your settings do not comply with best practices. We take the collected findings to the upcoming workshop.
• Creation of Analysis Report: We summarise our results and recommendations for action in an analysis report, which we discuss with you in the Analysis & Strategy Workshop.

If you just start with HubSpot, we will create a set-up and training plan based on the hubs you have chosen and the discussions we have had in advance. We go through this proposal with you in the Analysis & Strategy Workshop.

#2 Analysis & Strategy Workshop

• Introduction & Goals: We usually start with an introduction to the people involved and your goals. Our senior consultant will interview you intensively about your goals in order to gain a deeper understanding of them. We must warn you, however, that we give you honest feedback. If we regard something as not very useful, we will let you know that too.
• HubSpot Usage: In the next step, we also take a closer look at your experience and know-how with HubSpot. How experienced are you and your team? What does the organisational set-up look like (e.g. Marketing/Sales/Service Automation Manager, Admin …) and where do you see a need for more intensive and less intensive training?
• Presentation of Recommendations: In the next step, we present the results of our preparation and the derived recommendations for action to you. We discuss these together and list the proposals accepted by you on the agenda.
• Planning of the first sprint: The defined topics get prioritised and work packages are derived from them with responsibilities and timings. Those topics that did not make it directly into execution are moved directly into the backlog in our project management tool so that they are not forgotten in the future. The tasks planned for implementation over the next four weeks are also created and marked.

#3 Follow-up of the meeting

• Meeting Documentation: Memories can change. Documentation remains. It is therefore important to record which decisions we made in the meeting. Please be sure to read through the documentation and contact us if you have any corrections.
• Project Planning: We usually define a series of tasks. After the meeting, we go into detailed planning and effort estimation and send you a roadmap as part of the documentation.

 

Ongoing Sprint Cycle

Our sprints usually take four weeks. In certain cases, a different interval can be agreed, for example, if higher hourly quotas are needed and the project requires weekly coordination. 

Scope of services: We can take over these tasks for you.

Our team covers a wide range of services related to HubSpot. We have chosen a construct that allows you to always communicate directly with one senior consultant. In the background, the tasks are implemented by our operations team, while our senior consultant acts as project manager. 

In our cooperation, we can fully cover the following topics for you:

HubSpot Tool Training

We offer a wide range of training services for your company. Whether it's learning HubSpot for the first time or in-depth training on individual modules, we tailor our training to your needs and previous experience:

• Standard HubSpot Onboarding: Standard is often best. We've developed a HubSpot Onboarding format that teaches you from the bottom up what HubSpot can do and how to use the tools. This format is ideal for companies that are just implementing HubSpot for the first time and have no prior experience.
• Standard HubSpot Training: This training is designed for companies already using HubSpot and who want to train either a new team or individual employees.
• HubSpot Module Intensive Training: This format is perfect for companies focusing on specific modules (e.g. email marketing) and who would like to specialize in those particular elements.
• Individual Training Concepts and Content: This concept is designed for experienced or less experienced HubSpot users who have specific requirements for certain modules and trainings and therefore also want to be trained intensively.

HubSpot Consulting Services

Through our extensive project experience in the implementation and servicing of HubSpot at companies, we have already seen and experienced a lot. Benefit from our expertise and use our consulting services:

• Marketing Automation Strategy Consulting: Together, we develop your marketing automation strategy. In the process, we discuss with you whether we should play a moderating or an operative role in shaping the strategy. This begins with the review or creation of your ICPs (Ideal Customer Profile), continues with the derivation of customer journeys, and ends with the development of lead generation, lead management and lead re-engagement processes
• Sales Automation Strategy Consulting: We develop your sales automation strategy together with you. We analyse your current sales process and develop a concept with a maximum of meaningful automation. We consider the entire process from the acquisition of new customers, to the support of customers in key account management, to up- and cross-selling processes.
• Service Automation Strategy Consulting: In cooperation with you, we develop a strategy for the efficient and fast capturing of new service cases, the automatic allocation based on advanced logics, the measurement of customer satisfaction and much more.
• Consulting for the digitalisation of your existing processes: You are already satisfied with your existing processes, but you want to digitalise them? Then we can support you, for example, with the inventory and documentation of ACTUAL processes, as well as the transformation to the most automated TARGET processes possible.
• Consulting/Planning for Automation Processes: In addition to your existing processes in the marketing, sales, service, operations or data management areas, do you need additional topics or an expansion? Then we can support you in the conception of these new processes.
• Consulting/Planning for Data Quality Processes: Data quality is crucial. We will plan together with you which processes, reports and dashboards you can use to improve your data quality with the help of the Operations Hub.
• Consulting & Adaptation of Best Practice Processes: With our extensive experience in automation, we have compiled a repository of best practices. If there are thematic overlaps, we can adapt and provide these best practices to you.
• Consulting & Set-up of Reports & Dashboards: HubSpot enables an incredible amount of information. Through reports, we often save our clients dozens of hours of meeting and preparation time per month. Let's talk about which reports make sense and how they can be ideally set up in HubSpot.
• Consulting & Set-up of the HubSpot Campaigns Module: Apart from reports and dashboards, HubSpot aggregates data from assets into campaigns. This makes measuring and optimizing your campaigns much easier. We can review this together with you and assist in creating the right campaign structure.
• Consulting & Set-up of Advanced HubSpot Options: Some things are complex. For example, if you need to split your account for multiple brands, set up specific HubSpot functionalities for certain teams, including GDPR-compliant settings. We can help determine the right concept for your account settings and assist you during the implementation.
• Consulting, Research, and Development of Complex Requirements: And then there are things we haven't encountered before. Completely individual requirements that are so complex that research is necessary to determine if and how a particular requirement can be implemented. We are happy to support you in such cases. With our knowledge of beta versions and a portion of the HubSpot Product Roadmap, we can access features that are not yet available to customers. 

 

Technical HubSpot Services

As one of the few HubSpot partner agencies, we also provide technical services in-house. Whether it's an integration to HubSpot, an app for the store or other services: We have the right people in house:

• HubSpot API conception: HubSpot API conception: You want to connect a third-party system to HubSpot and there is no (sufficient) existing integration for it? Then we can support you in planning the appropriate interface. Please note that the implementation of such an interface is time-consuming and therefore usually cannot be carried out within a retainer. Of course, you can temporarily increase the retainer or run the implementation as a project alongside the retainer.
• HubSpot Data Migration: You want to migrate data to HubSpot and would like advice or support during the process? We would be happy to help you determine the required data sets and assist you with data mapping or the preparation of import files. Please note that individual data migration via API or migration tools such as Trujay are not included in the retainer, as Trujay, for example, charges third-party costs that we have to invoice additionally.
• HubSpot CMS Module/Website Development: We would be happy to develop a complete website for you in HubSpot. Do you need new modules for website pages, landing pages or your blog? Here, too, we can help you with our development. 
• Technical SEO Optimization (HubSpot CMS):  We analyse your HubSpot CMS website and take action from this analysis to make your HubSpot CMS page, landing page or blog area faster.
• Creation of “Programmable Workflows”: Few – but some – of our customers actually exhaust HubSpot's workflow engine and need more flexibility. This is where we come in with “Programmable Workflows”. With the Operations Hub, individual workflows can be “programmed”. We will be happy to implement these for you.
• Creation of “Programmable Emails”: Like “Programmable Workflows”, it is possible to reach the limits with the regular functions of the email engine in HubSpot. This is the case when it comes to mapping complex logics in an email. With the “Programmable Emails” feature, we can “program” this logic directly into your emails and thus solve your requirements.

 

HubSpot Support Services

With our support services, we help you set up all your assets in the individual hubs. Our range of services includes all technically possible and configurable options in HubSpot:

• Creation of landing pages, blog pages, and website pages
• Creation of CTAs (Calls-to-Action) and (intelligent) forms
• Creation of email templates
• Setup, linking, and automation of inboxes
• Conception and setup of chat flows (bots) or live chats
• Creation of snippets, templates, and sequences
• Setup of meeting links
• Setup of playbooks
• Creation of custom quote templates
• Setup of feedback surveys
• Setup of NPS (Net Promoter Score) surveys
• Setup of knowledge bases
• Setup of the service portal
• Setup of workflows
• Documentation of all processes, assets and workflows

The topics listed here represent an excerpt of our Service & Support services. In principle, you can say: If you want, we will take over the complete handling of HubSpot.

 

Additional information about this package

Please read the following points carefully, as they are also part of the service package.

Services not included in the retainer

Even if we would like to include them, it would go beyond the scope. 

• Creative Services: We are an agency specialised in automation and do not want to lose this focus. Therefore, services such as content marketing, performance marketing, (web) design or other typical agency services are not included in our retainers and our service portfolio. We will be happy to send you suitable offers from our subsidiaries, sister companies or cooperation partners.
• Development services: Development of interfaces or individual development activities are not included in this package. This is because we want to support you in your daily work with HubSpot, and since development services can easily take up 20, 50, 100 or even more hours, it would not make sense to include them. Therefore, you will receive an extra quote for development services from us if required.

Organizational information

• Our Team: We provide you with a senior consultant as a central contact person, who also takes care of the entire project management on our side. Behind this, our Operations Team works on the execution. Direct contact with our developers, for example, is not planned and will only happen in certain cases.
• Your Team: You should also nominate a central person on your side who will be responsible for your tasks. It is important that one person is designated, to avoid that contradictory or redundant requirements are tipped in. 
• Task Freeze: Once the planning is completed, there is generally a task freeze. We only open the sprint again in emergency situations. But honestly, why would we even plan if the plan is discarded?
• 2nd Level Support: Please keep in mind that you still have access to the free HubSpot support. If you still need assistance with operational tasks, we can cover that. Please note that we can “only” guarantee a response time of one business day.
• Vacation Times and Planning: A sensitive topic, but still important. The project management on both our side and yours should coordinate regarding respective vacations to avoid a situation where we have no opportunity for a sprint meeting for up to 6–8 weeks in the worst-case scenario due to consecutive vacations.

Package Conditions

• Duration: The contract itself is concluded for an indefinite period. The minimum contract term is 12 months. Such a cooperation is, of course, a commitment. Honestly, we don't believe that a shorter duration makes sense at all. So, let's both work seriously to become successful.
• Your Termination Options: After the initial year, you are free to terminate this contract at the end of each quarter with a notice period of three months. We try to be as flexible as possible for you and this may also mean that we have agreed with you that we will pre-empt the hours available for the coming quarter. You see the dilemma if the notice period were shorter?
• Our Termination Options: We keep the right to terminate the contract at the end of each month with one month's notice. Why should we be allowed to do that at any time? This way we have the possibility - if we agree - to terminate the contract faster as well.
• Final Billing: If, for any reason, there are still hours worked but not accounted for, we will invoice them collectively upon termination of the contract.
• Pre-empt of future hourly contingents: Sometimes, work needs to be completed faster or requires a bit more effort than expected in the monthly package. To avoid unnecessary delays, we reserve the right to pre-empt up to the full number of hours from the next month without consultation. Any pre-empt of hours beyond requires approval from both sides. There is no inherent right to anticipate hours. Please understand that we also need to consider resource planning.
• Expiration of Hours: The goal of our cooperation is to continuously work towards your success. This requires resources on your side and ours. Unfortunately, we have experienced situations where little to no progress was made on the client's side for months, and then suddenly all the booked hours were expected to be used. It is obvious that this is not possible from an organisational perspective.  
• Change in Monthly Volume: If it turns out that you require more or fewer hours per month, we can make adjustments in both directions. The minimum monthly requirement is 10 hours. These changes must be accepted by both parties.
• Price Adjustments: We guarantee that we will not make any price adjustments during the first three years of our collaboration.
• Changes to Terms and Conditions: We reserve the right to modify the terms and conditions of existing contracts. In such a case, you naturally have the right to terminate the contract with immediate effect at the end of the following month. However, we require this clause as there may be situations where HubSpot introduces new products or features that necessitate changes, or legal requirements require modifications.