Plavetnilo is a renowned company from Split with over 20 years of experience in the charter industry, attracting more than 2000 guests from 50 different countries. Its portfolio includes three brands, each targeting a specific market segment, offering services such as yacht rental, buying or selling of vessels, and charter management.
The core team consists of four sales agents and two management members responsible for business development, project management, and marketing. Facing the typical challenges of small and medium-sized enterprises that have outgrown their business, they decided to change the way they operate and redesign their business processes.
Their goal was to enhance the usage of the HubSpot Professional Sales license, optimize the sales process and technology stack, automate repetitive tasks, and improve team efficiency, aiming to gain a clearer view of customer purchasing dynamics and monetization, and develop a customer-centric business approach. They faced both internal and external challenges, including fear and resistance to adopting new processes and tools, a lack of experience in managing digital transformation projects, and increasing competition requiring rapid market adjustments and innovations.
As part of the RevOps project, the first step was to define a CRM strategy. This involved detailed definition of the primary objects tracked in the tool, their interconnections, and specific characteristics. Following this, we redesigned the sales process to optimize sales activities through partial automation and templates for email and telephone communication.
In the second phase of the project, we focused on optimizing the outdated tech stack by incorporating an additional SaaS solution covering the back-office segment of the business. The customized integration of HubSpot and HubCloud enabled better data synchronization and optimization of previously defined activities and automations. This integration aimed to further enhance team efficiency and enable smooth management of sales and back-office activities.
During the collaboration, a personalized knowledge video base was created, and ongoing weekly training was conducted to ensure effective use of new processes and tools.
Over the 18 months of the project, the Plavetnilo team achieved significant improvements in customer relationship management and sales process optimization. The development, implementation, and consistent execution of the CRM strategy enabled them to use HubSpot more efficiently, reduce missed opportunities, and increase overall productivity and team satisfaction.
The implementation of the RevOps project provided them with a clear picture of key points for further optimization of the sales process and better insights into the purchasing habits of existing customers. Based on this information, they can continue to enhance their market communication and interaction with customers to improve their experience.
The optimization of the tech stack reduced maintenance costs and enhanced resource management. The integration of these tools lays a technological foundation for further development of a customer-oriented business and building a revenue flywheel—a sustainable business model supporting continuous growth and development.