Resources / Case Study
Global leaders in Contamination Control Technology
How we structured the client's data effectively and streamlined their processes and reporting.
About Inivos
Inivos is a trusted global med-tech leader with more than a decade of expertise in infection prevention and bio-decontamination. Their solutions are used across more than 50% of NHS Hospital Trusts, as well as animal research and pharmaceutical facilities throughout the UK, Australia, and New Zealand. They help healthcare and life sciences organisations create safer environments through rapid, validated, and innovative decontamination technologies, including vapourised hydrogen peroxide (VHP), UV-C decontamination, and advanced air purification solutions.
The Challenge
Data was stored ineffectively in their legacy system; it was not fit for purpose, and as the client works with multiple NHS trusts, their customer data had become fractured and duplicated. There was no structure in place, making it hard to identify which hospitals belonged to which trust. This made it difficult for the sales team to identify the right person to contact, causing billing issues and difficulty driving retention.
The lack of data structure had a knock on effect on other areas of the business operations too. Poor management of their machine locations and maintenance status, and other related documentation such as service scheduling and operator training. In turn, this led to inconsistent service and poor reporting.
The Goal
The goal was to structure the client's data effectively and bring it all into one place, streamlining their processes and reporting. Being able to see all communications, meetings, and notes in the customer’s record, along with their previous and current purchases, was transformational.
This would provide account managers and sales teams with clear visibility and full accountability for the data held in their customer records. In turn, this would enable the leadership team to easily get an overview of each team as required, with a clear view of the status of any sales or queries in progress.
Quattro’s Strategy
We worked with the client to review their data structure and suggested using parent-child relationships to improve the customer data, ensuring it was presented in a clear way for all users to work with.
By also using association labels, it was easier for the team to identify the correct contact at both local and trust level. This made billing easier to manage and ensured the right communications were sent to the right person every time.
In addition to the customer data, custom objects were implemented to manage their machines, servicing, and operator training. The teams now have a full and clear view of which machines are with each customer, along with all the relevant service, maintenance, and training information.
The Solution
With the implementation of marketing, sales, and service teams, reporting at each stage of the customer journey became simple. The client could clearly report where each lead had come from, track it through the sales journey, and follow it through to the customer service team.
Each department has its own reporting dashboards and reports, giving full visibility of its overall performance. This includes marketing statistics, sales figures, team performance, upcoming renewals, and routine machine maintenance services. We implemented several dashboards and custom reports to present the appropriate data.
Using the improved data structure, we were also able to put a series of workflows in place to manage renewals, maintenance, and customer service, ensuring nothing gets missed. This enables the teams to work proactively and prepare in advance for anything upcoming.
Since their original onboarding, the client has engaged with Quattro on a project basis to assist with further data improvements and integration with an external field management system, giving them even more value from their data.
Software Stack
The technology used to support Inivos:
- HubSpot Sales Hub
- HubSpot Marketing Hub
- HubSpot CRM
- Custom Objects
Support Summary
The implementation included:
- HubSpot CRM onboarding
- CRM Data Modelling and Architecture
- Data cleansing and optimisation
- Custom objects
- Association labels
- Reporting and dashboard
- Workflow automation
