Clients are coming in, sales are booming, and the future looks bright. That is—until you run into data issues in your CRM. When that happens, things break down, and the work goes from exhilarating to frustrating and mind-numbing, while impacting revenue across your company.
It’s a significant problem. One report shows that 44% of businesses surveyed admitted losing over 10% in annual revenue because of low-quality CRM data. One of the reasons for this is that, when a company has data issues, its customer support team gets bogged down manually associating tickets to companies in HubSpot for hours every week. It's tedious and error-prone—and worse, it removes them from their most important task: addressing customer issues.
But there’s no way around it when you have bad data. It's impossible to ignore the missing associations, especially when your team receives a critical support ticket from a key account that is not associated with its company record. If the support rep handling the ticket is unaware of the account's history and previous issues, the problem will take longer to resolve, frustrating the customer.
In this post, we will discuss the negative effects of missing ticket-to-company associations and explore how to fix them both manually and automatically.
The Business Impact of Missing Ticket-to-Company Associations
Missing ticket-to-company records can lead to a number of problems in your organization, such as:
- A fragmented customer view: Lack of ticket-to-company associations hinders support teams' understanding of customer history and needs. This prevents customer service reps from offering the best resolution for customer problems.
- Overlooked collaboration opportunities: Missing associations impede department collaboration, leading to inconsistent communication and fragmented customer experiences. When teams collaborate, they can brainstorm solutions, troubleshoot issues collectively, and leverage diverse perspectives to address challenging customer problems—but without associations, your organization will miss out on all these benefits.
- Inconsistent customer support: Agents who can only access fragmented account views will provide contradictory information, neglecting to offer the right solutions and negatively impacting customer satisfaction.
- Impaired customer experience: Since your customer support team lacks a full customer view, customers will feel their concerns aren't fully addressed. This results in dissatisfaction and potential business loss.
- Reporting and analytics challenges: Inaccurate associations hinder tracking and analysis of customer support efforts, making it difficult to identify areas for improvement.
- Inefficiencies in ticket routing and load management: Proper associations are critical for efficient ticket routing and support team workload management, preventing inefficiencies and staff overload.
- Damaged ABM efforts: If your marketing team can’t see that certain companies are having issues, it cannot develop and deliver campaigns tailored to their needs. Efforts such as sending tutorials to help them overcome issues or marketing a higher tier plan that'll make their process easier simply won’t be possible.
"Ticket association goes beyond CRM records organization. By linking customers and companies with their claims or requests, it provides valuable context for future operations and is a crucial factor in delivering exceptional customer experiences." — Carlos Martinez, Co-Founder, Binomial.
How to Associate Tickets to Companies in HubSpot
HubSpot Workflows doesn’t support automatic ticket-to-company associations. These associations must be done manually. Here’s how to do it:
Step 1: Navigate to Tickets
In your HubSpot account, go to Service > Tickets.
Step 2: Select a Ticket
Click on the name of the ticket that you want to associate with a company.
Step 3: Associate a Company
On the ticket details page, look to the right sidebar where you will see the Associations section. Then, click on the + Add icon next to Companies.
In the search bar that appears, type the name of the company you want to associate with the ticket.
From the search results, click on the company you wish to associate with the ticket. The company will now be listed under the Associated companies section. Ensure you save any changes if prompted.
Support reps must complete this process manually for each ticket. This can be a significant administrative burden for support teams, especially those dealing with a high volume of tickets. But there is an alternative.
How Insycle Gives You Complete Control Over Bulk Ticket-to-Deal Associations in HubSpot
The manual ticket association process is not ideal, but HubSpot doesn’t offer a way around it. . However, this doesn't mean you must stop using HubSpot as your CRM.
By incorporating Insycle into your workflow, you can automate HubSpot ticket-to-company associations.
Let's explore how Insycle can revolutionize your client record-keeping.
Automate Bulk Associations To Save Time
Hundreds or even thousands of records with disassociated tickets and companies can take weeks or months to manually correct. Manual corrections are also prone to errors that will then require additional hours or days to find and fix.
But using Insycle, you can automate HubSpot associations, using specific criteria to match tickets to companies. Then, your customer support reps will have accurate customer context and will be able to devote all their time to addressing tickets rather than fixing them.
Use Scheduled Recipes To Future-Proof Ticket-to-Company Associations
Automation gets even better with Insycle Recipes. These predefined Insycle template bundles execute a series of actions in a specific order to manage data associations.
Then, you can set it on a schedule so that it automatically checks for unassociated tickets and associates them with the appropriate company records. This will future-proof your CRM and prevent the proliferation of unassociated records.
Additionally, Insycle Recipes can be injected directly into your HubSpot Workflows. When you run your Workflows nightly, your customer support reps can start their day with the latest customer information.
Find and Create Missing Associations
A customer support rep is handling a ticket from a contact involved in a significant ongoing deal. Without an association between the ticket, company, and an in-progress deal, the rep might not prioritize the ticket appropriately—or might miss critical context—impacting the ability to close the deal. Insycle is able to scan your CRM and database to detect missing associations based on existing relationships between records.
Insycle establishes the missing link, allowing the rep to see the full picture. This enables the rep to address the ticket promptly and with full context, leading to smoother operations and better customer experiences.
A Path to Better Customer Relations With Insycle
Missing ticket-to-company associations cause many headaches, and fixing them in HubSpot is a less-than-ideal process. Insycle bridges the gap, allowing you to continue to use HubSpot while automating your workflows with Insycle.
But Insycle does more than just solve the HubSpot ticket-to-company association problem. It's a comprehensive HubSpot customer data management solution that tackles a wide range of use cases from data cleansing and deduplication to standardization and bulk-updating.
This versatility frees teams from the drudgery of manual data tasks, allowing them to focus on strategic activities that drive growth and improve customer relationships. Insycle ensures data integrity and automates routine processes, so organizations can rely on their CRM data to make more informed business decisions.
Ready to elevate your customer support and sales teams with better CRM management? We invite you to learn how Insycle can make HubSpot a cleaner, more organized, and more efficient CRM database.
