HubSpot
ITX Integration with HubSpot
Description
ITX is integrated with HubSpot, a CRM tool for managing customers, sales, and communication. This is one of the most feature-rich CRM integrations in ITX, providing a tight link between customer communication and CRM data. The integration makes it possible to manage phone calls and text messages directly from HubSpot, while data is synchronized between the systems.
Benefits for the Business
With ITX and HubSpot integrated, the company gains better control over customer data and communication. Calls and messages are automatically logged, and employees can work directly in the CRM system without switching tools. This results in more efficient follow-ups, better data quality, and a more comprehensive overview of customer interactions.
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What Does Integration Solve?
Without integration, employees often have to work in multiple systems at the same time. They have to look up customers, orders, and invoices manually, and important information can easily be overlooked.
Typical challenges include:
- Customer data is spread across multiple systems
- Lack of an overview of orders and delivery status
- Time-consuming manual processes
- Limited historical data available in customer conversations
The integration between ITX and Multicase solves this by consolidating all relevant information directly in ITX. When a customer contacts the company, employees have immediate access to everything they need. This makes it possible to provide quick, personalized responses without putting the customer on hold or switching systems.
How does the integration work?
When a customer reaches out or is contacted via HubSpot:
Customer profiles are displayed automatically for incoming calls
Employees can make calls (click-to-call) and send text messages directly from HubSpot
Calls and text messages are automatically logged on the contact’s timeline
Meetings and owners are synchronized across the systems
Customer communication and activities are updated continuously in the CRM
The integration also supports automation through HubSpot workflows, including for SMS campaigns and follow-ups.
Features
- Two-way synchronization of customers and contacts
- Synchronization of Meetings (HubSpot → ITX)
- Synchronization of HubSpot Owners
- Pop-up in CRM for Incoming Calls
- Click-to-call from HubSpot
- Sending SMS Messages from HubSpot
- Automatic logging of calls and text messages in CRM
- Support for HubSpot Timeline (Events and Communications)
- ITX Phone Widget and SMS Widget in HubSpot
- Creating and Updating HubSpot Tickets via SMS
- Automated SMS via HubSpot workflows
- Syncing tasks from HubSpot
- Exporting Incoming and Outgoing SMS Messages to Contact Cards
- Exporting AI Conversation Summaries to HubSpot
- API Integration for Extensions
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |
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Customer Cases
HubSpot Contact Center
HubSpot
With ITX tightly integrated with HubSpot, you get an all-in-one solution for phone calls, text messages, Facebook, Instagram, email, and much more—all tightly integrated with HubSpot.
Lightning-Fast Customer Service
With ITX Contact Center, you have a single response button for phone calls, chat, social media, text messages, and email, which means simpler and more efficient customer service. All conversations are stored in the customer’s profile, tightly integrated with HubSpot, making it easier to keep track of what has been said and done. The result is more efficient customer service with ITX’s contact center solution.
Personalized Customer Service - Build Customer Loyalty
When you answer a phone call, read an email, or chat with a customer, you can see previous customer communication, who the customer spoke with last, open customer cases, and key information from your system—such as orders, outstanding invoices, package tracking, and returns—which saves time on every inquiry. The result is that your employees save time and customers receive help faster. Furthermore, ITX makes it possible to start the conversation with “Hi Lise, this is Erling,” which means that even with 1 million customers, you can offer efficient and personalized customer service.
With features such as customer satisfaction surveys, a case management system, Live Shopping, and screen sharing, ITX offers you everything in one solution. If you want to be able to guide customers through your online store just like in a physical store—or take them on a virtual tour of your physical store online—then you’ve come to the right place. Everything is tightly integrated with HubSpot, giving you an efficient workflow.
Advanced telephone switchboard
ITX supports advanced features such as callback, overflow, call recording, customer satisfaction surveys, a wallboard solution (live statistics on TV), advanced reporting options, and much more. ITX provides telephony services in Norway, Sweden, Finland, Poland, Denmark, England, Belgium, France, Germany, the Netherlands, and the United States. The advantage of ITX is that you can collaborate efficiently, even across national borders. For example, if you have customers in Norway, Sweden, and Denmark, you can set up overflow rules that allow you to utilize staff across national borders, thereby avoiding the need to hire additional staff to handle peak call volumes in each country. For example, if there’s a long wait time in Norway, the call can automatically and at no cost be routed to agents in Sweden and Denmark, ensuring the customer always receives a quick response. Since ITX is tightly integrated with HubSpot, this means that agents can address customers personally by name, gain immediate access to relevant information, and give the impression that they are handling the customer locally and with a deep understanding of the customer relationship.
Avoid working in silos—work smart across phone, chat, and social media
For many people, it can be challenging to be available across multiple channels that require immediate responses, such as phone, chat, and social media. The advantage of ITX is that employees can be available on the phone and chat at the same time; when a call comes in, they are automatically marked as unavailable on chat. As a result, customers receive faster responses, as both chat and phone calls are immediately routed to whoever is available to answer. For many, ITX means they no longer have to work in isolation, with some employees handling chat and others handling phone calls.
Opportunity to focus on quality through ITX Coaching
The solution includes advanced training tools that can be particularly useful in customer service and sales. It enables new employees to listen to and learn from the best performers in real time during phone calls. In addition to listening and learning, the solution allows managers to join a call and offer guidance in real time, without the customer hearing them.
Live reports and analysis of figures
ITX offers advanced reporting solutions, both for those working in customer service and for those in sales. Does ITX make it easy to track activity and see when KPIs were set? ITX gives you the answer in seconds. The solution also includes wallboard solutions (numbers displayed on a TV screen), which provide real-time insights into customer service and sales activity.
Well-suited for sale
With features like “click-to-call” from HubSpot, you don’t have to enter numbers manually. When customers or prospects call back, the customer’s name appears and their contact card pops up automatically, so you can greet them with, “Hi Lise, this is Erling. I called you earlier because…” You get a completely different start to the conversation than if you just saw a number on your phone and had no idea who was calling. Live reports give you control over activity, and coaching helps you focus on quality. ITX’s solution is built on the principle that results equal activity times quality.
Measuring Customer Satisfaction
In addition to being able to measure customer satisfaction across all customer communication channels—such as phone calls, chat, etc.—ITX can also measure customer satisfaction regarding completed sales meetings, service meetings, service agreements, etc. The solution will provide you with information about the quality of a completed service assignment, sales meeting, and more. You can enable customer satisfaction measurement for specific meeting types in HubSpot.
Fewer wasted trips to meetings/appointments with SMS alerts
ITX, integrated with HubSpot, allows you to set up automatic SMS notifications for the salesperson and the customer ahead of a meeting. In their message, the salesperson will receive information about who they’re meeting with, including the contact person’s name and title, phone number, and directions (Google Maps). If Google Maps indicates that you won’t make it to the meeting on time, the message includes a phone number, making it easy to get in touch. In many cases, SMS notifications to customers help reduce the number of wasted trips.
Solve problems faster by seeing what the customer sees
ITX ShowMe lets you easily see what the customer is seeing and draw live on the customer’s phone during a call—you’re right there in the customer’s living room in just a few seconds—so you can avoid long explanations and misunderstandings. ITX ShowMe is part of the ITX Contact Center and allows you to share your screen or camera, or view the customer’s screen or camera, during a phone call. Customer service has never been easier.
Easy to get started
ITX is delivered as a cloud service; the ITX contact center requires no installation. We take care of the practical details for a fixed, low setup fee.
Who uses ITX integrated with HubSpot?
Everything from banks to software companies uses ITX, which is tightly integrated with HubSpot, for their customer service and sales teams.
Want to learn more, or are you ready to get started?
If you’d like to learn more, or if you’re ready to get started with ITX, please contact us by phone at +47 236 80 400, or fill out the form below.
