An Australian network of 45 vetted service providers that delivers projects for not-for-profit and social sector organizations, from $5k to $100k each.
A new business model and a very tangled set of relationships
The network was relaunching under a new brand and a new model. Until then, each service provider owned their own client relationships and referred work to the others. From launch, every referral and project would run through the central team. Each project could involve several service providers, referral partners and the client, and the team needed to see who referred it, who was put forward, who won the work and how it went. Projects lived in a project tool, a self-serve portal and an old CRM nobody used.
Kept the structure simple, so the complicated part stays clear
Kept deals clean
Deals only hold prospects and clients, so the sales view stays simple.
Used tickets for projects
Each project is a ticket, with the service providers and partners linked to it and their role on it, so the team can see who was involved and who won the work.
Mapped the new referral process
From intake form and discovery call, to matching the right service providers, proposal, and won or lost with feedback.
Set up forms, meetings and email
Intake forms on the new website, booking links in place of the old scheduling tool, and email set up for the launch.
Moved the data
Contacts, companies and live projects brought in from the old tools.
Trained the team and their agency
Clear roles and access for everyone working in HubSpot.
Before and after
Before
- Clients owned by individual service providers
- Projects in a project tool and a portal
- Several providers per project, tracked by email
- No referral reporting
After
- Every referral run centrally
- Every project shows which service providers were put forward and which one won
- Each service provider and partner linked to the project with their role
- Referrals, wins and response times in reports
A complicated network that's easy to follow
The team can see every referral, which service providers were put forward, who won the work and how each project is going, without the sales pipeline getting cluttered. The new model launched on HubSpot.
Referrers and service providers can now get credit for the work they bring in, and the central team can see which referrals turn into projects and how fast each one gets a response.
Why it matters
Complex relationships that are simple to use. The team can see who referred work, who was put forward and who won it, so it can credit the right people and grow referrals.
Sounds like your setup?
Tell us what's going on. We'll show you where the quick wins are on the first call.