The challenge
"Manet," says Andrea Proietti CIO and co-founder of Manet, "offers digital concierge services through Apps and devices, which accommodations make available to their guests.
The Manet App is an intuitive solution for communicating and offering information; it offers digital check-in and remote check-out, minimizing physical interaction with staff; and to consult and book all ancillary services before arrival or when guests are on the move.
The Manet device, on the other hand, includes all the benefits of the App, as well as dedicated features such as unlimited and free worldwide calls, unlimited and free internet connectivity, hotspots to connect personal devices, audio guides of major points of interest, chat, and more.
Managing SIM activation, shipping or device pickup for our customers is so important, especially since we operate in nine countries. It is important that the sales and operations teams are coordinated. Some activities in fact can only start when the previous ones are finalized.Synchronizing information between internal departments at the beginning of our work was a complex and cumbersometask ."
"When we started in 2015," Luca Liparulo COO and co-founder of Manet continues to relate, "we were using Excel spreadsheets. We soon realized thatthey did not allow us to manage an increasing number of clients.
For e-mail, the choice has always been G Suite (now Google Workspace), because it offered cloud operability and collaboration even on the move. A key aspect, because before the pandemic we were already working in a hybrid form, with some colleagues taking turns in the office, others connected in cities other than our own.
As time went on, it was necessary to choose a real CRM. We set aside Excel for Agile to organize customer contacts differently, with the basic functionality of the new platform.
Let's say that it was not a true digitization, because it was already in place, but a better management of the customer base and the arrival of a prospet, but something was still missing.
In fact, our work toolswere not communicating well with each other, an example?
Wewere using SendGridprovider for email marketing, Agile for new customer management and activation, G Suite and Google Calendar for appointments and follow up emails. More or less manually the other internal procedures were done, such as signing contracts, We had tried to create mini automations, but everything was done absolutely manually."
"We were looking for something, " they conclude, " that could automate Manet's processes and integrate natively with the work tools. This prompted us to choose HubSpot, which is much more than a CRM, useful for easy sharing of information, both internally and with customers, but also for sales and marketing initiatives."
"Our team has embraced the change and adoption of HubSpot well," explains Luca. "We followed the migration from Agile to HubSpot internally. This was followed by small training sessions for colleagues, to whom we left room to optimize the platform.
The comparison is important to understand everyone's needs and to continue to integrate and improve all the workflows we need, even those we personally know less about."
"Today, thanks to HubSpot, every time a new client is activated," Andrea resumes, " automatic email sequences start for the request and sharing of our content on the digital environments of the accommodations we follow, we are talking about the website, the booking platforms or the emails they send to their guests.
This way Manet automates the promotion phase in a smart way and makes the most of all its services."
"The implementation time for HubSpot was short, taking us 2 to 4 days," Luca recalls. "The most important thing was the database migration, which took place without interrupting the data acquisition in Manet Mobile. We organized everything, including HubSpot trainings for colleagues. Close to the weekend we made the transition from Agile to HubSpot, by Monday we were all ready to use it. Now we are continuing to improve the platform to fit our needs."
"With HubSpot," Andrea sums up, " we have also reduced the time spent on post-sales customer management, an activity that has always taken up time for gathering accommodation-related material.
Communications thanks to HubSpot are no longer handled manually, but are automated. Even administrative departments know in real time, thanks to a notification, when a customer is active or has settled invoices. They no longer have to consult Excel files or their colleagues, so they can save several hours of manual and repetitive work."
"From a technical point of view, we did not have any special needs," explains Luca, "partly because we have a dedicated team, but power2cloud's experience in using HubSpotwas invaluable. The platform is verysimple, but it has so many features.
In addition to Contacts, Companies, and email marketing, power2Cloud showed us how to manage the database, use contacts, leverage automated flows, and supported the training of our teams in using the solution. This approach will be very useful for Manet in the future as well, to make HubSpot even more profitable for all our activities.
Our goal? To minimize the interaction between people, I'll explain myself better so as not to be misunderstood.Checking every time at what point is the management of a customer or logistics can slow down our processes, perfecting all workflows even with automations is important for our working economy.
That's why we are trying to create more and more precise flows: when a contract is signed, the activities of post sales start, the communications to customers for the customization of the material, we then move on to logistics for the delivery of Manet devices, leaving marketing to intervene only when this whole process has concluded. This will allow us to scale quickly in Italy, Europe as well as abroad, and there will be no need to proportionally increase employees as well."
"Thenative integration between HubSpot and Google Workspace, including Google Calendar, allows us to easily share our availability for appointments as well. Now that our systems are integrated," Andrea concludes, "tracking emails and synchronizing all communications to HubSpot's CRM is much easier and immediate.
The Aircall switchboard is the missing link to close the loop.
The next step will be to activate this solution to collect lead data from the first phone contact to the signing of the contract. In fact, Aircall will give us the possibility to monitor the number of calls and duration to segment our users and have a better performance of our customer management."