The Client

Plico is a West Australian clean energy company that is building the sustainable energy grid of the future. Plico provides its members with a solar and battery solution on a subscription basis, with no big upfront costs. Plico allows members (currently from communities across WA, but ultimately across Australia) to generate and consume their own clean power, with each individual system aggregated back into a virtual power plant (VPP) which feeds back into the local energy grid. Plico’s vision is to make clean energy accessible to as many Australians as possible and to be the largest community owned clean energy company in the world.

01. Data security

The sales team was handling sensitive customer and identity documents (eg. Driver Licence numbers) to run credit checks as part of the sign up process.

02. Slow team velocity

Each credit check was done manually by the team. It was lengthy and cumbersome and became the biggest bottleneck in the sign up process.

03. High workload

Plico was in a significant growth phase where demand for solar energy kept increasing continuously and needed to really scale its customer signup rate

04. Poor customer experience

The customer signup process was taking a long time to complete all the necessary steps

05. Siloed data

Plico was using platforms and solutions that weren’t corrected to HubSpot

01

Customer fills out sign up form

02

Sales team collects form data and runs credit check manually

03

Sales team updates client’s Contact and Deal records in HubSpot

04

Sales team sends email to customer telling them about the outcome of their application, with either a link to pay their sign up fee, or a link to run a manual credit check done by the client using another credit reporting agency

01

Customer fills out sign up form

02

The Webservice runs the credit check with Experian and updates Hubspot’s Deal and Contact records accordingly

03

Customer is redirected to a Thank-you page or a Membership payment page depending on results of their credit check

04

Next steps in the process are triggered automatically

Record customisation and custom properties to host the necessary information after the credit check

Advanced property permissions

Workflows to automate

- Deals to move to the next stage
- Alerts for HubSpot admins in case the integration or the Experian API has issues
- Tasks for the operations team with next steps for their clients

Impact

"Prior to the implementation of the solution by TH Digital, the team would need to individually extract the required data for each credit check application by copying and pasting it into the credit check application. This was a labour-intensive process and at times required double handling of data. The automation of the credit check not only reduced the overhead for the team but also allowed us to put rigorous controls around the input data to the credit check as well as the visibility of data received bolstering protection of sensitive data."

George Martin

CTO

1,100+ credit checks

Over 1,139 credit checks automated (and counting!)

10 x faster processing

Time in Stage Credit Check Pending went from 10.4 days before this integration, down to 20.2 hours now

4.45% more productive

More time for the sales team to work on other parts of the customer onboarding process, leading to a Time from Opportunity to Customer decreased by 4.45%

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The Client

Challenges

01. Data security

02. Slow team velocity

03. High workload

04. Poor customer experience

05. Siloed data

What Plico needed

An automated way to run credit checks with their Credit Reporting agency

Visibility on successful and failed credit checks

More automated downstream processes

All in a robust and scalable system fully integrated with HubSpot

Custom integration

Jotform used to build the customer sign up form, embedded in a HubSpot landing page

Thank-you pages built on HubSpot

The Experian API provided by the credit reporting agency to run credit checks automatically

HubSpot to process all the data and automate the downstream process to simplify, reduce and streamline the team’s workload.

Before

01

02

03

04

Now

01

02

03

04

Extra services

A PDF generator to standardise in a document the information provided by Experian for each new client.

A dashboard for Plico Energy to monitor how the integration is working, troubleshoot any errors and generate meaningful statistics for the team

Overall

Record customisation and custom properties to host the necessary information after the credit check

Advanced property permissions

Workflows to automate

HubSpot Customisation

In action

Webservice & Experian API monitoring workflow triggering alerts to specific team members when needed.

Improving internal communication with a workflow using custom code to add a note to the record:

Automating next steps post-credit check

Moving deal stage automatically after the automated credit check to alleviate the team's workload

Impact

Results

1,100+ credit checks

10 x faster processing

4.45% more productive

A more integrated HubSpot

A better customer experience

High engagement of the team

2023 HubSpot impact awards winner

Hubspot Solution Case Studies

Another deep custom integration

HubSpot Servicing & Salesforce integration

Customising HubSpot Sales & Marketing

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