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With the help of Platinum HubSpot Solutions Partner Inbound AV, Lightyear Health revamped their HubSpot Sales Hub and implemented Service Hub by utilizing it as a post-sales management tool.
Increase in sales meetings booked
Increase in deals created
Decrease in lead response time on average across sales teams
Lightyear Health partners with community care teams, primary care physicians, and other healthcare practitioners to provide behavioral health, pain management, medical rehabilitation, and other specialty care for adults living in skilled nursing facilities and assisted living facilities.
Industry: Health Care
Company Size: Mid=Market (50+ Employees)
• Increase Leads
• Increase Conversion Rates
• Improve Service
When Lightyear Health first began working with Inbound AV, the specialty healthcare provider had previously utilized HubSpot but had yet to recognize its full potential. Inbound AV’s HubSpot experts realized that Lightyear could take better advantage of numerous Sales Hub Enterprise and Service Hub Enterprise features. After a comprehensive implementation and onboarding of both Sales and Service Hub facilitated by Inbound AV, Lightyear Health quickly saw improvements in its sales productivity and deal creation rates.
Before coming to Inbound AV, Lightyear Health had a good amount of customer leads and a solid sales process but no way to track everything in one place. They wanted to improve lead response time and increase the number of meetings completed and deals created.
Then, Inbound AV stepped in.
As Isabel Reich, Chief of Staff at Lightyear Health stated,
“By working with Inbound AV to implement HubSpot Sales Hub Enterprise and Service Hub Enterprise, we have been able to improve our Growth team’s efficiency and effectiveness.“
Inbound AV’s HubSpot guidance helped unburden Lightyear Health’s Growth team with time-consuming manual processes through HubSpot’s automation and sales enablement functionality.
When Inbound AV’s HubSpot specialists evaluated potential weak points in Lightyear Health’s sales and customer service applications, it became clear how to get the team back on track. When it came to Sales Hub, Lightyear Health previously had been using a limited number of features as they were not yet well-versed in the power and capabilities of the platform. Better yet, they hadn’t customized the HubSpot CRM to fit their specific business use case.
Additionally, it seemed fit for the growth-oriented specialty health care provider to make use of Service Hub in their customer service ventures to help onboard many of their partner facilities.
After lengthy discovery and kick-off call with the Growth team, launched into a full implementation and onboarding process for Lightyear Health, with both Sales Hub and Service Hub subscriptions. Here’s a step-by-step look at how Inbound AV guided our client to success:
Inbound AV identified that previously, Lightyear Health was only utilizing one sales pipeline for three different sales processes. To answer this issue, we created three new sales pipelines and added a list of features to help facilitate the work of Lightyear’s sales representatives. The new pipelines included clearly defined qualifications per deal stage and added in deal automation complete with tasks to notify their sales reps of a customer’s journey throughout a given pipeline.
Inbound AV also worked to make it easier for the Lightyear Health team in terms of navigating the features available in HubSpot. We created playbooks and sequences to help visualize sales pipelines and empower their team during meetings with potential customers.
Numerous reports and dashboards were designed specifically for the various teams to track their KPIs, pipeline-specific dashboards, and dashboards for the marketing and IT teams. Greater transparency in reporting allowed the executive team to better coach their reps and make strategic business decisions based on data collected. SDR dashboards included metrics such as:
1. Open deals by the current stage
2. Monthly won deals
3. Incomplete tasks assigned
4. Rep activity totals (number of calls, tasks, emails, notes, & meetings)
The Sales Manager dashboard includes the metrics:
1. Open deals set to close this month
2. Activity leaderboard by team (SDR, Growth Support, etc.) and by sales rep
3. Deals create totals vs. goal
4. Deals won and deals lost this month
5. Activity leaderboards by team to track the number of meetings booked and calls held
Lightyear’s Sales Development Representatives (SDRs) were notably the most excited about the changes and new features in HubSpot. The automation we built into the sales pipelines saved them time, making for ease of many tasks that used to require manual work and took up unnecessary time out of their workdays. Through task automation, sequences, and playbooks, the SDRs are now able to spend their working hours reaching out to new prospects vs. performing administrative, labor-intensive tasks that didn’t move the needle for their sales numbers and quotas.
Reich commented on how this helped her team,
We made it easier for Lightyear to engage and re-engage with customer leads. This included the creation of segmented lists that allowed them to identify prospects by sales region, facility type, and cold leads to reach out to.
When it came to Service Hub, our HubSpot experts guided Lightyear Health in how to utilize a ticket system as a post-sales management pipeline. Inbound AV also utilized Service Hub to improve customer service workflows, with ticket automation that sends reminders and blocks tickets from moving to another stage until all specified tasks are completed.
Inbound AV did more than simply establish the preliminary set-up for Lightyear Health’s Sales and Service Hubs. We also provided Lightyear Health with a strong foundation of HubSpot knowledge for continued use of the platform.
On top of implementation, our HubSpot specialists taught 4 one-hour training sessions for Lightyear Health’s SDRs, Physicians, IT, and Marketing teams. This included education on how to maintain efficient use of the platform, allowing them to create their versions of Playbooks and dashboards, utilize Sequences, extract data, and more.
After naming Lightyear Health as Inbound AV’s latest client of the month, we heard from Chief of Staff, Isabel, about the company’s satisfaction with our services:
Other members of the Lightyear Health team were astounded by the plethora of features they get to enjoy with their HubSpot subscriptions.
Communications Specialist Stephanie Myers commented