- The system allowed users to initiate calls from HubSpot CRM using the UCaaS platform.
- Users could send SMS messages from HubSpot CRM using the UCaaS platform.
- Bidirectional contact synchronization was established between HubSpot CRM and the UCaaS platform.
- Activity synchronization provided users with a centralized communication history.
Case Study
A leading UCaaS provider aimed to enhance their services for CRM
users by integrating their platform with HubSpot CRM. SpringCT
was uniquely positioned to fulfill this need given its extensive
experience in developing plugins for all major CRM platforms.
SpringCT developed a public application for HubSpot CRM,
specifically tailored for a leading UCaaS provider. This app
enhances the HubSpot CRM user experience by seamlessly
integrating advanced features such as calling, messaging, and
contact management. Available on the HubSpot marketplace, the
app can be easily configured by any HubSpot user. It allows
HubSpot CRM users to leverage their existing UCaaS provider
effortlessly, eliminating the need to maintain multiple UCaaS
accounts.
Product Features
Calls/Voicemails
CRM users can seamlessly initiate calls or voicemails
to contacts using the underlying UCaaS calling
platform. The integration is so smooth that users
won't notice any difference in their calling
tasks. The UCaaS platform provides detailed usage
statistics, including call details, call duration,
date, and time, ensuring accurate usage-based billing.
Conversation Threads:
Leveraging the UCaaS provider's SMS messaging capabilities, SpringCT has built a conversation threads feature in the CRM. Messages sent from the CRM are delivered as short or long text messages to customers. SMS usage is tracked on the UCaaS platform for accurate billing purposes.
Bidirectional Contact Sync-up
CRM users have already built their customer contacts within the CRM. It was essential for these contacts to be available in the UCaaS account, allowing users to make calls even outside the CRM. Conversely, CRM users needed the contacts saved in the UCaaS account to be accessible in the CRM. To facilitate this, SpringCT has implemented bidirectional contact synchronization, eliminating the need for users to manually create contacts in both systems.
Key Technical Achievements
- Keeping the CRM user interface unchanged while replacing the calling mechanism with UCaaS platform.
- Efficiently managing synchronization of real-time activities such as syncing call logs, placing call, and supporting bidirectional contact sync
- Managing duplicate contacts
Technologies Used
- Node.js for middleware server
- HubSpot webhooks for real-time contact events coming from HubSpot
- Pusher for real-time contact events coming UCaaS server
- MySQL for Middleware Server data
- React.js for web UI
- OAuth for user authentication while installing app on HubSpot
Results
Conclusion
SpringCT successfully delivered the plugin for HubSpot CRM
that supported features like calling, sending SMS, contacts
and activity synchronization, real-time events handling
utilizing UCaaS platform.
