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.
Missing ticket-to-company records can lead to a number of problems in your organization, such as:
"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.
HubSpot Workflows doesn’t support automatic ticket-to-company associations. These associations must be done manually. Here’s how to do it:
In your HubSpot account, go to Service > Tickets.
Click on the name of the ticket that you want to associate with 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.
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.
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.
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.
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.
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.