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The Client
The Problem
The law and insurance sector typically struggle with collecting and recording sensitive data in an official .pdf document–from the prospecting to the acquisition stage.
01 Manually documenting customer information
02 Managing separate accounts for lead capture and conversion
The process is mainly manual and excessively time-consuming. Although they started looking at HubSpot as a single source of truth they still struggled with:
- The process Quill & Arrow were using was largely manual and required a significant amount of time and effort. While they had begun using HubSpot as a central source for their customer information, several challenges remained.
- The team was responsible for documenting every detail by hand. This meant gathering information during calls, creating a PDF file containing those details, and then attaching that file to the corresponding contact or deal in HubSpot. Given that they handled hundreds of touchpoints each day, this was not only exhausting for the team but also increased the likelihood of small errors creeping in.
Because they worked with sensitive and privileged customer data, Quill & Arrow maintained separate HubSpot accounts—one for capturing leads and another for managing conversions. While this separation was important for their operations, it made transferring leads between the two accounts more complex. This was a challenge specific to their industry, as their process required keeping prospecting and opportunity management entirely separate.
During our initial discovery process, we also observed that their sales development representatives (SDRs) frequently updated contact records with new information. Each time this happened, they had to reattach an updated PDF file to the contact, ensuring the latest version was always on record. While this was a routine step for them, it was a significant drain on time and resources.
We understood that Quill & Arrow was spending a considerable amount of time on manual data entry. This was not only slowing down the pace of their work, but it also left more room for small mistakes to occur. After learning more about their specific process, we designed a simpler and more reliable way for them to manage their information.
The new process was built to include all of the details their work required and to handle unusual or less common situations without causing disruption. By addressing both everyday needs and exceptions, we aimed to make the system dependable and easy to use.
This allowed their team to spend less time on repetitive tasks and more time on work that required their skills and attention. It also gave them greater confidence that their data was accurate and up to date.
Here is an overview of what we did:
The Solution
Here’s a deep dive into what we did for them:
We began by organizing how data was collected from their cold-calling team. To make the process consistent, we provided a structured form with a complete set of essential questions for customers. As soon as the form was submitted, a new contact was automatically created in their first HubSpot account, which they used for prospecting.Once the form was submitted, two additional triggers were introduced:
The first trigger updated the lead status for any contact with newly collected information.
The second trigger added a verification step, ensuring the API would only run after the contact was reviewed and confirmed by the contact owner.
The first API handled the automatic creation of a PDF file, which was then attached to the contact record. This removed the need for manual document preparation and attachment.
Finally, to transfer a contact to another account, we set up another API integration. This allowed marketing-qualified leads to be moved to their second HubSpot account, used for opportunities, along with any attached files.
Note! We also introduced an additional setup:
We also introduced an extra workflow to ensure the API integrations stayed up to date. If any changes were made to a contact’s information at the marketing stage, this workflow would automatically reactivate the relevant APIs.When triggered, the process replaced the old PDF file with an updated version containing the new details. It also ensured that these changes were reflected at the contact level and carried over to the deal level in the second HubSpot account.
After we successfully deployed the solution we designed for Quill & Arrow, their lead processing time dropped dramatically from about 90 minutes per lead to less than 8 minutes. This change allowed their team to respond to opportunities much faster and with greater consistency.
The time savings quickly added up. To date, the improved process has saved them more than 2,500 hours of work, representing a value of over $80,000. These savings came not just from faster lead handling, but also from reducing the amount of repetitive, manual work their team had to perform.
Here’s a closer look at the results we achieved together:
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