Overview

CustomerSuccessBox integrates with HubSpot CRM to pull Customer, Deals, and Contacts data to CustomerSuccessBox. We will be able to create or update Accounts, Subscriptions, and Users in CustomerSuccessBox from the data pulled from HubSpot CRM.

Why should I integrate with HubSpot?

Integrating HubSpot with CustomerSuccessBox enables you to:

• Create and/or manage Accounts, Subscriptions, and Users in CustomerSuccessBox from HubSpot CRM

• Import or sync Won deals from HubSpot CRM to Subscriptions in CustomerSuccessBox

• Have a 360-degree view of your customers

• Configure Risk Alerts the basis of Deal and Company properties

• Set up Financial Health based on Deal properties

• Segment Accounts in CustomerSuccessBox based on different properties set up for Teams (like CSMs, Sales Managers, etc), Companies (Licenses, Industry, etc), and Deals (MRR, Plan name, etc).

• Ability to see the full customer picture in CustomerSuccessBox by syncing tasks and activity events created in HubSpot to CustomerSuccessBox.

Pre-requisites

CustomerSuccessBox requires the following from HubSpot CRM:

• You need to have a paid account with HubSpot.

• You are required to have Super Admin equivalent access to HubSpot to integrate it with your CustomerSuccessbox instance.

• Your access to HubSpot must be equivalent to an Admin level for authorizing integration with CustomerSuccessBox.

• Availability of Companies/Deals, and Contacts in HubSpot

• Availability of a unique Account ID and unique email address /unique User ID on HubSpot Company/ Deal and Contact object respectively. This ID will be used to integrate across the systems. Learn more
  
  

Before Starting Integration: In regards to Unique Account ID it’s highly recommended, to map the unique identifier of your Accounts from your product telemetry/ backend database across all the platforms you intend to sync with CustomerSuccessBox by creating a custom field in those platforms especially from where you wish to send your Accounts and Subscription data.

For a better understanding, kindly get in touch with your dedicated CustomerSuccessBox CSM or Implementation Engineer.

 

 

NOTE: Standard HubSpot integration will only pull data from Companies,  Deals, and  Contacts object Data sync from HubSpot happens on an hourly basis

How do I configure HubSpot CRM integration? 

Step 1: Authorizing access to HubSpot

1. Log in to your CustomerSuccessBox instance 

1. Navigate to the Integrations Hub from Settings > Integrations

   
   

 

1. Find and click on the HubSpot card under the Other Available Integrations (in All or CRM section) and click Connect Now.

 

1. Once you click on Connect Now, you’ll come up to this screen. Kindly click on Next in blue. 

 

1. Afterward, on the Authentication page, you need to Authorize access to your HubSpot instance. For authorization, you need to be logged in to HubSpot with Super Admin access.

6. During authorizing, you would need to choose the HubSpot workplace if you have multiple workplaces, the one you want to integrate with CustomerSuccessBox.

7. Once Authorized, you’ll see the below screen, kindly click Next.

 

Step 2: Configuring HubSpot Integration

You will now start configuring how and when to create and/or update Accounts, Subscriptions, and Users in CustomerSuccessBox from HubSpot. CustomerSuccessBox pulls Account, Subscription (optional), and/or User data from HubSpot using their Company, Deals, and Contacts objects.

 

Note:  You can also choose to either sync all three - Account, Subscription, and User Information, or sync any one/two of them as well. Connect with your Customer Success Manager to find out what works best for you. Standard objects in HubSpot like Companies, Deals, and Contacts are equivalent to Accounts, Subscriptions, and Users objects in CustomerSuccessBox. Custom objects and their fields from HubSpot are not supported for selection as HubSpot API does not support it

After authorization is completed, on the next page, you will need to configure how would like to sync data in CustomerSuccessBox from HubSpot.There are multiple settings to sync Accounts, Subscriptions, and Users data in CustomerSuccessBox, below are the options. One of these options are required to be selected:

Create Only: This option will only create Accounts/ Deals/ Contacts from HubSpot to CustomerSuccessBox. This will not update once any of the above Objects if anything related to their data is changed in HubSpot.

Update Only: This option will only update Accounts/ Deals/ Contacts data in HubSpot to Accounts/ Subscriptions/ Users that are already created in CustomerSuccessBox from other sources (eg: CSV Import/ API/JS).
This will not create any new Account/ Subscription/ Contact from HubSpot.

Create and Update: This option will not just create Accounts/ Deals/ Contacts from HubSpot to CustomerSuccessBox but will also update their data that might get updated in Hubspot each hour.

Don’t Sync: This option is useful if you don’t want to bring anyone, or two of objects data Company/ Deals/ Contact data from HubSpot to CustomerSuccessBox. This option is also used if you do not wish to sync your Contacts from HubSpot as Users in CSB and intend to bring users through other sources.

Account Configuration: Create Accounts in CustomerSuccessBox

• If you wish to create Accounts in CustomerSuccessBox from the “Company or Deals” Object in HubSpot, then you will need to configure sync on the Accounts Configuration page. If not then kindly select “Don’t Sync” from the sync setting
  
  
  

• Once you select one of the options from “Create Only”, “Update Only” or “Create and Update” from the Select Account sync setting. Then select HubSpot object from Company or Deal through which you want the Accounts to be created in CustomerSuccessBox, under Select Account object in HubSpot.
  
  

• Then select Unique Account ID: Choose the HubSpot field containing the unique Account ID. The selected field's value will not only be used to map data but will also be required as a unique Account ID across systems for other integrations in CustomerSuccessBox. To learn more, refer to the support article on Unique Account IDs

• Choose any one of the account creation triggers for how you want an account to get created in CSB. You may create an Account when

1. When At least one deal is marked as Won. This will create only those accounts whose deal is marked as won in Deals at HubSpot.
   
   

2. When a new company is created in HubSpot. This will trigger account creation irrespective of the account deal is won or not.
   
   

3. When you are not sure or you are very selective in terms of what needs to be created as an Account in CSB. then use the boolean option.

What is a boolean attribute type?
The presence of a boolean attribute on an element represents the true value, and the absence of the attribute represents the false value.

When a boolean type attribute is "True":
(This last option needs to be used when you want to selectively get the accounts/deals from HubSpot to CSB. You can create a new boolean property in Hubspot, create a workflow to set attributes as True when the criteria meet in HubSpot. 

 

• Getting Historical & Ongoing Data of Emails, Calls, Meetings, Notes & Tasks

If you wish to get the historical and ongoing activities of your customers to be synced with CSB, you should select the "Import historical data" option. 

 

You can choose which data, you want to sync 

This covers a use case where data is helpful for a proper Sales handoff process, you would need to sync pre-sales activities for CSM’s. You may want to see all the emails exchanged between customers & sales be available in CSB. Historic data is good for the sales handoff process but not ongoing data is useful for Account Management. 

 

Note:  All of the activities like Notes, Tasks, Call, etc, will be synced whether they have been created at the Deal, Company, or contact level in the HubSpot. Of course, all the deal details or contact details need to be present in CSB with the same email address. If you do not wish to sync any activities and get rid of previously synced data. please raise a support ticket, we will delete the previous data.

 

These activities can be viewed at the Account level in CustomerSuccessBox, when you scroll down a bit and on the right, you’ll get the option to see a tab named “Activity”

 

Subscriptions Configuration

If you do not wish to sync your subscription data from HubSpot or your subscription data is sourced on a different platform, kindly select Don’t Sync and if you do want to sync, please select from the other 3 options under the Select Subscription sync setting

 

Note: If you have already synced & the Subscription data is not updated, and you do not wish to sync further and get rid of previously synced data. please raise a support ticket, we will delete the previous data.

 

• After choosing the subscription or Deal creation trigger rule, choose a HubSpot Deal field containing a unique subscription ID. The selected field's value will not only be used to map but will also be required as a triggers unique subscription ID across systems for other integrations in CustomerSuccessBox.
  
  
  

 

• Select a Deal Stage For Sync: Choose a specific Deal Stage (For eg Won, Qualified to Buy, etc.) which should be considered to sync Deals with CustomerSuccessBox. 

 

• Select Deal Type For Sync: Choose a specific "Deal Type", to be considered for sync. This must be considered if you categorize Deals by type i.e. New Business, Existing Business, etc.
  
  

User Configuration

If your user’s data is not available on HubSpot, kindly select Don’t Sync and if you do want to sync, please select from the other 3 options under the Select User sync setting

 

• Select Unique User ID: Choose HubSpot contact field containing Unique User ID. The selected field's value will not only be used to map but will also be required as a Unique User ID across systems for other integrations in CustomerSuccessBox. Recommended User ID is the Email ID that is easier to track your product users across different systems.

Step 3: Finalize Field Mapping

You now have to choose the specific data points that you want to sync from HubSpot Company, Deals and Contacts objects to CustomerSuccessBox Account, Subscriptions, and Users. 

The standard fields in HubSpot and CustomerSuccessBox are selected by default to make the integration convenient for you. Just review the selected fields and make any changes if required from the drop-downs. This needs to be done individually for Accounts, Subscriptions, and Users.

In case you want to sync data points outside of the available standard fields, you can create custom attributes in CustomerSuccessBox and map the HubSpot data to these custom attributes. 

Step 4: Review Configuration

Once you have mapped your HubSpot fields to their corresponding fields on CustomerSuccessBox, 

• Click Review to take a final look at the data to be mapped

• Choose Back, in case you want to update/change the mapping
  
  
  
  

• On the next screen, click on Save

That it!!! CustomerSuccessBox is now successfully integrated with your HubSpot CRM! 

 

How would I know if integration is a success?

You can check if the integration is a success, by going to your CustomerSuccessBox instance, gear icon on the top right corner→ Integrations, and under Connected Integrations, you should see the Hubspot card with checked “Enabled” status is green.

 

How do I check the data coming from Hubspot?

Step-1: You’ll receive a confirmation email

Step-2: The Integration log page shows "Successful"

 

Where will you see your data for Accounts and/or Subscriptions, Users?

• To see where your Companies/Accounts are synced in, navigate to the Customers tab on the top left in your CustomerSuccessBox instance, and the drop-down select Accounts, and here you’ll see the list of all your accounts synced in CSB from HubSpot.
  
  
  Similarly for checking Subscription and Users individually, under the Customer header, you can check them, however, if you want to view a particular Account with its associated subscription and users, kindly click or search on any Accounts page.
  
  A dedicated page for that Account will open showcasing all its relevant data that was integrated. On the tab below the account name, you can click on the Users and Subscriptions tab and it will scroll you down to that accounts associated subscription and user data
  
  
  
  

• You can also Segment Accounts based on attributes synced in for Accounts, Subscriptions, and Users by applying different rules. This way you can rule out your checks for data sync in a holistic view.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use Chat (under ? icon) on the top right navigation bar.

2. Create a conversation from here

3. Send an email to support@customersuccessbox.com