Using HubSpot for sales and as a client and prospect data warehouse is a constant fight with the system. It is not intuitive and lacks an incredible amount of features. Features I never even considered being an option in a CRM until using HubSpot. I could write a novel about the amount of problems and frustrations I have had with HubSpot, but I will just list my current ones below:
You cannot standardize the view people have. For instance, we don't use the Service hub or Products module but I can't turn off or reorganize how it will appear on people's screens. You have no idea how many times I've gotten questions about what the Products or Service module is for or how to hide them.
- If you create a Deal that is not in the first stage and skip to the third sales stage where you normally have required fields, it will not ask you for the fields you set as a requirement. This results in many records not having complete information until it is moved into the next stage. If a deal is created in the Closed Won stage, we may not notice it is missing information until a very critical point in implementation.
Data Field Management:
- You cannot carry over data from parent or child companies into fields to have information roll-up or down for quick reference.
-Access to calculated fields requires you spend at their top tier for Sales, when in other CRMs it is usually a basic feature.
-The Products module is essentially useless process-wise. While it does have interesting customization options, when a salesperson is creating a Deal it does not give a pop-up for you to customize the product's terms, pricing, discounts, etc. even though the menu itself exists. This creates a lot of extra steps that confuse users and results in incomplete data. We have opted to use our own set of custom fields instead of their entire pricing module because of how inconvenient and unintuitive it is for users who are not as tech-savvy.
-Nonexistent accountability for users. You cannot report on fields that have been edited, you can't see salesperson activity out past a few days because of the limited scope of the activity reporting, you can't click on an individual user to see what they have done in the system or if they have even logged in at all.
-Making more than 2 dashboards costs $200/month.
-Report customization is very wonky... you must first find a report you want yours to look like and then customize it. There are several times where I have tried to recreate a pre-built report using the standard report building tool and it was not possible. I had to clone the existing report and edit it from there instead.
-Lots of bugs. There was a week where adding a specific field to a report would give me an error and close out the entire reporting tool. Another time the colors in the legend didn't match the colors in the report which confused our executives. No matter what I did I could not fix how the graph was displayed until a patch came out a month later.
-To make up for the many shortcomings of HubSpot reporting, we bought a connector from Bayard Bradford so we could pull HubSpot data into Microsoft Power BI (like Tableau). This enabled us to report on a multitude of things (tasks, activities, email content) that aren't even accessible in HubSpots standard interface, but was yet another unexpected cost when purchasing HubSpot.
-You cannot import parent-child relationships, which are extremely important in the industries we target. This results in us having to MANUALLY associate thousands of records.
-Import errors: If there is an import that fails or partially fails, you can't revert the entire import and start from scratch. It imports the things that work and skips what doesn't. The error file it spits out is hard to interpret and act upon.
Salesforce Import Service:
-We purchased a migration service to import Salesforce data over to HubSpot. Not only was the import a mess, it created duplicate user profiles that even I as a super admin could not delete. I had to contact support who had to make a custom tool (this took weeks) to remove the duplicate accounts so reporting and assigning accounts would work correctly.
HubSpot is extremely barebones when it comes to sales and I would not recommend it to anyone for sales purposes. I plan on switching away from HubSpot as soon as budget allows. If you just need the marketing portion, then it may be for you, but steer clear of using HubSpot for any sales functions or as a prospect or client database, especially if your target vertical has a lot of parent/child hierarchies to keep track of.