“We need someone to fix HubSpot” can describe several different jobs. Perhaps the process is agreed and needs configuration. Perhaps sales and marketing disagree about qualification. Or perhaps the system works, but nobody has time to own its ongoing development.
The right engagement depends on which decisions remain unresolved. Before asking for a proposal, describe a few concrete situations: a lead that was missed, a report people dispute, a workflow that changed the wrong record.
Distinguish diagnosis, implementation and ongoing ownership
| Situation | Useful scope | Expected output |
|---|---|---|
| Teams disagree about what is broken or what to prioritize. | HubSpot & RevOps audit | Evidence, agreed definitions, dependencies and a prioritized change plan. |
| The target process is agreed, but the CRM does not support it. | CRM architecture & implementation | A configured model, tested workflows and a documented handover. |
| Markets or teams need continuous improvements and support. | Embedded RevOps support | A managed backlog, release rhythm and named operational ownership. |
What the initial review should follow
Ask the consultant to trace one process across people, records and reports. A form submission should connect to a contact, qualification decision, owner and follow-up. A closed-won deal should connect to the information the service or onboarding team needs.
Then review the mechanisms underneath: identifiers, property definitions, integration priorities, workflow enrollment and access. The useful finding is specific: “This source overwrites territory after assignment” is actionable. “Improve data quality” needs more work.
What you should receive
- A description of the issue with representative evidence and its operational consequence.
- A decision log for definitions, ownership and exceptions.
- A prioritized backlog distinguishing prerequisites from independent improvements.
- Acceptance checks for each proposed change.
- A handover plan covering who maintains the configuration, documentation and reporting.
Some decisions belong to the business. A consultant can make a qualification rule explicit and show its consequences; sales and marketing still need to agree to it. Identify those decision-makers before implementation starts.
Example: stop a recurring ownership conflict
Illustrative situation: a territory workflow assigns a company, while an integration later replaces the owner. Reps stop trusting their queues.
The diagnosis should identify both writers and the order of updates. The proposed rule might preserve active account ownership and route uncertain territory changes to review. The acceptance check should replay an integration update, a manual exception and a re-enrollment to confirm that the agreed owner remains stable.
The deliverable is a maintainable ownership rule with evidence. Counting the workflows built would miss the point.
Prepare a useful brief
Bring a short description of the problem, the teams involved, current systems and constraints. Use sanitized examples where possible. Identify who can approve definitions and who will maintain the result. You do not need to design the solution before asking for help.
- The CRM audit checklist
- Connect definitions, handoffs and reporting
- Related experience within Rentokil Initial’s MarTech team
Choose the right starting point.
Audit, implementation or embedded support: the scope follows the decisions and work your team needs.