Sellics Improves CX with HubSpot Integration

Sellics, a comprehensive software solution for Amazon sellers, sought to unify its customer data across various platforms to enhance customer experience and streamline operations. With two distinct business models—a high-touch, sales-driven approach using Salesforce and a self-service model relying on Stripe—Sellics faced data silos that hindered sales and support teams. Recognizing HubSpot as a central touchpoint, they aimed to integrate it with other key applications like Stripe, Intercom, and Drift to create a cohesive customer journey.

The challenge was to consolidate data from disparate apps into a unified view, accessible to all customer-facing teams. The operations team at Sellics found that customer support representatives were spending excessive time switching between Intercom and Salesforce to gather necessary customer information. This not only reduced efficiency but also negatively impacted customer satisfaction. Manual data exports and imports were time-consuming and prone to errors, diverting the operations team from strategic initiatives.

To address these challenges, Sellics implemented PieSync, an iPaaS solution that seamlessly integrates HubSpot with their other critical applications. Unlike other solutions, PieSync offered real-time, two-way synchronization, ensuring that data was consistently updated across all platforms. The implementation was straightforward, allowing Sellics to quickly establish connections between HubSpot, Stripe, Intercom, and Drift. This integration enabled sales reps to track self-service customer activity, identify upselling opportunities, and personalize customer interactions.

By connecting these applications, Sellics automated several key processes, including ad attribution and targeted drip campaigns. Customer support teams could now access comprehensive customer data directly within Intercom, resolving inquiries faster and more effectively. The integration also streamlined operations, saving engineers over 20 hours of work and reducing time spent on duplicate management and data cleanliness. As a result, Sellics improved employee satisfaction, enhanced customer experience, and drove significant business growth.

Value Results:

• Saved the IT team 20+ hours of work.

• Achieved a 100% increase in upsell opportunity generation quarter over quarter.

• Improved customer support efficiency by providing real-time access to customer data.

• Enabled better targeting and personalization of marketing campaigns.

• Enhanced data accuracy and reduced time spent on manual data management.