Pact
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Optimizing CRM Management for Melonn

Challenge

Melonn, a leader in e-commerce fulfillment, faced a critical challenge concerning the management of its HubSpot CRM pipeline. Updates to active opportunities weren’t happening consistently, which prevented them from having accurate reports and reliable revenue forecasts. This meant managers had to do extra work to remind sales representatives to keep their data up-to-date. Moreover, they were reporting inaccurate forecasts to the board, which resulted in constant updates and unnecessary friction.

Solution

Pact created a simple and highly effective automation for tasks that brought accountability to their CRM update process. That resulted in a 44% improvement in pipeline accuracy, while reducing work for managers and sales reps. The solution involved:

  • Weekly automated reminders, or "pacts," were sent to prompt sales reps to update their HubSpot pipeline.
  • Sales reps could access their pacts directly in Slack, without any additional configuration or logins, resulting in a very high engagement rate.
  • Additionally, everyone could access their tasks through Pact's calendar extension, simplifying the process of taking action. With Pact's seamless integrations, sales reps could interact with pacts directly within their usual work tools, resulting in much higher compliance.
  • Sales reps had the flexibility to mark pacts as done, reschedule them, and add comments, keeping managers informed and maintaining visibility throughout the process.
  • On the few occasions when a pact wasn't completed or updated, extra reminders were sent, and managers were promptly notified. This allowed managers to focus on exceptional cases requiring escalation rather than monitoring every task weekly.
  • Managers also received weekly reports detailing historical and expected task completion rates for the upcoming week.

After the pilot workflow was successful, Pact introduced a twice-monthly process to update other aspects of the CRM involving a larger team.

Because the Pact process is automated, ownership of this process was easily switched when a new manager took over the team. Pact’s solution continued to operate smoothly, guaranteeing a consistent flow of CRM updates.

The customer was extremely happy with this result and expanded their use of Pact to other important processes. The success of this first use case gave the management confidence that other parts of their sales processes would see similar success.

Impact

Pact’s implementation brought significant benefits for Melonn:

  • A clean and up-to-date pipeline enabled more precise and reliable sales predictions, improving the company’s financial planning.
  • After three months of using Pact, the Sales team improved their completion rate of CRM updates to 92%.
  • Manager 1:1s became much more focused on coaching based on accurate data in the CRM, rather than reviewing deal status as before.
  • The improved pipeline forecast accuracy allowed enabling informed decisions on hiring, equipment, and strategic investments.

“Pact is fantastic; my pipeline is now up-to-date, saving me all those weekly reminders. Pact handles it seamlessly.”
— Mauricio, Sales Director