Lack of integration between their POS system and customer relationship management tools, leading to fragmented data.
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Case Study: Retail
HubSpot & D365 Custom Integration for Retail Rewards Program & Customer Portal
Industry
Retail
Services
Marketing Automation, Sales Automation, System Integrations, Customer Portal Development
Software
HubSpot Marketing Hub,
HubSpot CMS Hub,
Microsoft Dynamics 365
OVERVIEW
Enhancing Customer Loyalty through Integrated Systems
A prominent retail company collaborated with ManoByte to develop a comprehensive rewards and loyalty program. By integrating HubSpot with Microsoft Dynamics 365 (D365), the initiative aimed to provide customers with a seamless experience to track and redeem rewards, thereby boosting customer engagement and retention.
Technology Stack and Integrations- HubSpot Marketing Hub
- HubSpot CMS Hub
- Microsoft Dynamics 365
Challenge
Before partnering with ManoByte, the client faced several challenges:
Time-consuming manual tracking of customer rewards and communications.
Absence of a centralized platform for customers to monitor their rewards status and history.
THE SOLUTIONS
Seamless Integration for an Enhanced Customer Experience
ManoByte implemented a tailored solution to address these challenges:
Mapped and installed Microsoft Dynamics 365 to synchronize customer profiles and transaction data with HubSpot, ensuring real-time data flow between systems.
Configured HubSpot to send timely, automated emails to rewards members based on specific triggers, such as point thresholds or promotional events.
Designed and developed a user-friendly portal on HubSpot CMS, enabling loyalty members to:
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Access personalized accounts.
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Monitor past purchases and reward points accumulation.
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Understand current rewards and progress within the loyalty program.
PROVEN PROCESS
The ManoByte Methodology®
The success of the Retail Rewards Program initiative was driven by The ManoByte Methodology®, a structured approach consisting of six strategic phases:
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Strategy
Conducted discovery sessions to align loyalty goals with business objectives and developed a strategic roadmap for implementation.
Configuration
Mapped the system architecture and configured HubSpot to support loyalty workflows and data syncing with Microsoft Dynamics 365.
Change Management
Provided enablement resources, documentation, and training to prepare internal teams for adoption of the new portal and automation systems.
Development
Built a branded customer portal on HubSpot CMS and developed automated workflows for rewards communications and engagement.
Implementation
Tested key functionality, ensured data accuracy, and rolled out integrations and automations in a controlled staging environment.
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Rollout
Deployed the solution in phases across 88 retail locations and delivered 30 days of post-launch support for continued optimization.
IMPLEMENTATION PROCESS
Strategic and Phased Rollout for Optimal Performance
The project was executed over a six-month period, encompassing:
Comprehensive discovery sessions and system architecture design to align technology with loyalty program goals.
Created automated communications and engagement workflows to enhance customer touchpoints and reduce manual tasks.
Built an intuitive, mobile-responsive portal on HubSpot CMS for customers to view rewards, transaction history, and tier status.
Performed rigorous functionality and security testing across platforms and devices to ensure a smooth user experience.
Established seamless data flow between Microsoft Dynamics 365 and HubSpot for real-time customer insights and segmentation.
Rolled out in stages across 88 store locations with 30 days of post-launch support to optimize performance and adoption.
THE RESULTS
Achieving Operational Efficiency and Enhanced Customer Engagement
The collaboration with ManoByte led to significant improvements:
Success Highlights:
Real-time synchronization between POS transactions and customer data provided a holistic view of customer interactions.
Automation reduced manual tasks, freeing up internal teams to focus on strategy and growth.
The custom portal empowered loyalty members with 24/7 access to their rewards, increasing engagement and satisfaction.
Unified systems enabled more personalized and timely communications based on customer behavior and segmentation.
Learn About Our CMS Hub Services
ManoByte can help you redesign your website by leveraging the HubSpot CMS.
Absolute Top-Notch
Services provided: Marketing & Sales Onboarding
What a pleasure to work with the knowledgeable and friendly people at ManoByte! They are true experts in all things HubSpot and really helped our organization hit the ground running, in an otherwise overwhelming process. We can’t recommend them highly enough!!
- Jen Falcone | Staffing Recruiting | 51 to 200 employees
