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HubSpot Integration at UrbanDesign

UrbanDesign

UrbanDesign stands for modern living and innovative interior concepts. With carefully curated collections, the company offers high‑quality furniture and stylish accessories that combine contemporary design with functionality. To give every space a unique and personal touch, UrbanDesign not only relies on a diverse product range, but also places great emphasis on consulting and personal service.

www.urbandesign.ch

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TASK

More efficient design of the customer contact process to improve lead generation

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Solution

Central capture of customer interactions and automation of sales processes

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Result

Optimised support and stronger customer loyalty through fast, targeted follow‑up

MORE EFFICIENT MARKETING & SALES PROCESSES

Challenge: customer contact & lead generation

UrbanDesign wanted to manage the entire customer contact process more efficiently – especially enquiries about configurations, orders and services. The goal was to optimise lead generation from configurator enquiries and link customer data seamlessly with all relevant departments.

Central management of customer communication

The aim was also to centrally capture all enquiries and orders from email, phone, shop and configurator. The existing infrastructure could not support this – valuable time for lead follow‑up and service processing was being lost.

 

Our services

  • Connecting HubSpot to Shopware via interfaces

  • Optimised configurator enquiries for lead generation

  • Automation of the marketing process

  • Setup of a central enquiry management system

  • Implementation of a bilingual knowledge base

  • Development of a customer portal

  • Integration of live chat and HubSpot calling features

Das Hubspot Dashboard nach erfolgreicher Integration bei UrbanDesign

COMPREHENSIVE AUTOMATION WITH HUBSPOT

Our solution approach: targeted lead generation

To address these diverse challenges, HubSpot was implemented as the central CRM and marketing automation tool. The objective was a single platform that captures all customer interactions efficiently and links them seamlessly.

Automated lead generation and optimised customer communication

The focus was on automated lead generation via the configurator, combined with structured follow‑up of customer enquiries and targeted marketing outreach to optimise the customer journey with HubSpot. In addition, ticketing, knowledge bases, follow‑up options and consistent, personalised customer care were used to streamline the entire communication and support process.

Optimised lead generation

The XcalibuR online configurator enables customers to receive their individual configuration as a PDF by email or send it directly to the furniture retailer.

Thanks to the HubSpot integration, enquiries are automatically stored in the CRM and recorded as leads. This ensures structured follow-up by the sales team and actively supports the transition from interested prospect to potential buyer.

Marketing automation & personalised campaigns

Once leads are in the system, automated workflows in HubSpot are triggered. Potential customers are then nurtured with targeted, personalised email campaigns along their individual customer journey.

For example, prospects receive tailored follow-up emails after ordering fabric samples – with the aim of increasing conversion and closing rates.

Durch die Anbindung an HubSpot werden Konfigurator-Anfragen nun direkt in HubSpot gespeichert.
Kundenanfragen und Bestellungen werden zentral in HubSpot erfasst und automatisch als Tickets oder Deals erstellt.

Central management of all customer enquiries

All enquiries and orders – whether via configurator, online shop or email – are captured centrally in HubSpot and automatically created as tickets or deals.

Customer data is consolidated in one place, giving support and sales a complete, real‑time view of configurations, sample orders and service requests.

Simplified communication & full transparency

By integrating live chat and HubSpot Calling, all calls and chat conversations are stored directly in the system and assigned to the corresponding contacts.

This creates a complete record of all customer interactions – including call recordings – enabling the team to handle enquiries faster and more efficiently.

Knowledge base & self-service

To sustainably relieve the customer service team, a comprehensive bilingual knowledge base (DE/EN) was implemented. It provides structured answers to frequently asked questions and enables customers to resolve issues quickly and independently.

If further clarification is needed, support requests can be submitted directly via an integrated form.

Customer portal with transparent ticket overview

Via the HubSpot customer portal, users can view the status of their open and closed tickets at any time. This creates transparency, reduces repeat enquiries and provides lasting relief for the support team.

Die Kommunikation mit den Kunden wurde durch die Integration eines Live-Chats und des HubSpot-Calling-Features erheblich vereinfacht.

MORE EFFICIENT PROCESSES & STRONGER CUSTOMER LOYALTY

RESULT & ADDED VALUE

The integration of HubSpot at UrbanDesign connects all customer interactions and business processes within a single central system. Automated lead generation and the seamless linking of enquiries, orders and service cases significantly increase both efficiency and transparency.

Optimised support workflows and structured lead tracking enable customer enquiries to be handled faster and more precisely. At the same time, improved communication strengthens customer loyalty – with a tangible impact on satisfaction and long‑term business success.

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FREQUENTLY ASKED QUESTIONS – CLEAR ANSWERS

FAQ on HubSpot integration at UrbanDesign

What was the aim of the HubSpot integration at UrbanDesign?

The aim of the integration was to bring marketing, sales and service processes together in a single centralised system. The aim was to replace previously scattered data and manual processes with a structured CRM solution. This enabled UrbanDesign to create transparency across all customer interactions and streamline internal processes.

Which systems and processes have been integrated into HubSpot?

As part of the project, lead sources such as website forms and configurator enquiries were directly integrated with HubSpot. In addition, communication channels such as email, telephone and service tickets were integrated, enabling all customer interactions to be documented and analysed within a central CRM system.

How does the solution support sales and customer service in their day-to-day work?

Thanks to automated workflows, structured deal pipelines and a centralised ticketing system, enquiries can be assigned and processed more quickly. The sales team gains full insight into customer history, whilst the support team can access existing information more efficiently. This reduces the need for follow-up queries, shortens response times and improves the customer experience.

What are the measurable benefits of the HubSpot integration?

Integration ensures clearly defined processes, improved data quality and robust analytical capabilities. Marketing initiatives can be managed more effectively, leads tracked systematically and service requests handled with greater transparency. Overall, this leads to greater efficiency, improved collaboration between teams and more sustainable growth.

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Together, we bring your vision to life.

Pia Niemann
Project Manager

pia.niemann@burgdigital.de

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