Cabcharge is a leading payment solutions provider in the Australian transport industry, facilitating seamless transactions for taxi and rideshare services. With a strong focus on innovation, Cabcharge aims to improve customer experience and operational efficiency through advanced technology solutions.

Cabcharge faced the challenge of siloed data in Dynamics 365, making it difficult for the sales teams to track their customer's needs. Manual processes and the lack of an intuitive CRM hindered scalability and efficiency. A seamless integration was essential to enhance sales performance and operational consistency. 

What did they need?

  • A clear, dedicated sales pipeline to streamline processes
  • Real-time data visibility from Dynamics to improve decisions
  • Reduced complexity by integrating systems and cleaning data

What did we do?

  • Created a tailored sales pipeline in HubSpot for agents
  • Prepared for Dynamics integration with data mapping and sync
  • Automated lead allocation and implemented sustainable data hygiene

The problem

Cabcharge faced several challenges in streamlining its sales and account management processes. Their reliance on Dynamics 365 led to siloed data, making it difficult for sales agents to track customer interactions effectively.

Additionally, the lack of an intuitive CRM system hindered their ability to scale and manage their growing customer base. Sales teams struggled with manual processes, impacting efficiency and customer engagement. Ensuring seamless integration between HubSpot and Dynamics 365 was critical to maintaining operational consistency while improving overall sales performance.

The solution

Engaging.io implemented HubSpot Sales Hub Professional and Operations Hub Starter, customising it to fit Cabcharge’s sales processes. A single pipeline was established to manage over 8,000 active accounts, providing clear visibility and tracking. HubSpot’s Dynamics 365 Connector enabled real-time data synchronisation without replacing Dynamics as the system of record, ensuring seamless data consistency.

Automation tools streamlined lead assignments, deal tracking, and customer follow-ups, reducing manual effort and improving efficiency. Custom sales dashboards were developed to provide insights into account performance, sales forecasts, and engagement metrics.

Comprehensive training sessions equipped sales teams with the skills to navigate HubSpot, migrate data from Dynamics 365 and Cabcharge’s bespoke payment system, and manage parent-child account associations with confidence. Additionally, the implementation of a UAT Documentation Library and a Shared Inbox enhanced collaboration and support processes, ensuring smooth adoption and ongoing usability.

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The impact

The HubSpot implementation transformed Cabcharge’s sales operations by centralising customer interactions, automating workflows, and improving CRM adoption. Manual data entry was reduced by approximately 50%, while real-time tracking and enhanced reporting provided valuable sales insights. Integration with Dynamics 365 ensured seamless data consistency, boosting efficiency and customer engagement. With a scalable foundation in place, Cabcharge is now well-positioned for future growth, including potential Marketing Hub integration and data-driven decision-making.

HubSpot’s native Dynamics 365 Connector was utilised to enable real-time data sync without replacing Dynamics as the system of record.
Automation tools within HubSpot streamlined lead assignment, deal tracking, and customer follow-ups.
Sales dashboards were developed to provide insights into account performance, sales forecasts, and engagement metrics.
User training sessions were conducted to ensure sales teams could effectively navigate and utilise HubSpot’s features. 
  • Training also covered how to migrate complex data from D365 and Cabcharge’s bespoke payments system for account information into HubSpot.
  • Due to the custom set-up, training on data associations for parent and child accounts ensured confidence and user uptake in the system.
The implementation of a UAT Documentation Library and a Shared Inbox improved collaboration and support processes.
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HubSpot’s native Dynamics 365 Connector was utilised to enable real-time data sync without replacing Dynamics as the system of record.
Automation tools within HubSpot streamlined lead assignment, deal tracking, and customer follow-ups.
Sales dashboards were developed to provide insights into account performance, sales forecasts, and engagement metrics.
User training sessions were conducted to ensure sales teams could effectively navigate and utilise HubSpot’s features. 
  • Training also covered how to migrate complex data from D365 and Cabcharge’s bespoke payments system for account information into HubSpot.
  • Due to the custom set-up, training on data associations for parent and child accounts ensured confidence and user uptake in the system.
The implementation of a UAT Documentation Library and a Shared Inbox improved collaboration and support processes.

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