Internal Operational Update · 2026

HubSpot &
Onboarding
Improvement

An operational improvement to standardise our deal workflow, onboarding submission, and PM handover.

For Sales · CS · PM · Operations
Private & Confidential 01 / 08
02 · The Scope
What we're fixing

Two operational areas.

Area 1

HubSpot
Improvement

  1. Reduce duplicate deal cards Example: PSG Ecomm + ASOW no longer generates multiple PM deal cards unnecessarily.
  2. Standardise correct service naming Align HubSpot service naming with onboarding form naming. Reduce outdated and inconsistent labels.
Area 2

Onboarding
Workflow

  1. Clarify onboarding process flow Close Won → Onboarding submission, OR Kickoff-first depending on project handling.
  2. Improve onboarding form structure Cleaner fields, less unnecessary submissions, easier for Sales.
  3. Improve PM handover flow Structured email layout, standardised information, easier internal reference.
HubSpot & Onboarding Improvement · 2026 02 / 08
03 · HubSpot Improvement 1
HubSpot · Reduce duplicate deal cards

One project = one deal card.

PSG Ecomm + ASOW used to generate multiple PM deal cards. Now consolidated into a single structured deal record.

Before
Multiple deal cards for one project
  • PSG Ecomm 3.0 created as Deal #1
  • + ASOW (Attached) created as Deal #2
  • Graphic Design created as Deal #3
  • PM receives 3 separate handovers
  • Deal count inflated, TCV split across cards
  • Service categorisation inconsistent between deals
  • Onboarding form submitted multiple times for same client
  • Reporting cannot reflect true project value
→
After
One deal card, multiple services
  • Single deal: "ABC Pte Ltd — Web Engagement"
  • Services attached: Ecomm 3.0 · ASOW · Graphic Design
  • One PM handover, one onboarding submission
  • Accurate deal count and TCV in pipeline
  • Cleaner reporting at Close Won
HubSpot Create Deal with multiple service offerings
HubSpot & Onboarding Improvement · 2026 03 / 08
04 · HubSpot Improvement 2
HubSpot · Standardise service naming

Same names. Same labels. Same place.

HubSpot service dropdowns now align with onboarding form options. Three operational categories, all labels reconciled.

Category
HubSpot Service Field
Active Labels (aligned with Onboarding Form)
WEB DEV
Service Offered 1 (WEB)
11 labels · used at deal stage + Closed/Won
PSG Ecomm 3.0 Express WooCommerce · PSG Ecomm 2.0 Express Shopify · PSG Ecomm 2.0 Elite · Domain and Hosting · + ASOW (Attached to Main Project) · CMS Website · E-Commerce Website (Non PSG) · Shopify (Non PSG) · Web Landing Page Only · ASOW Only · Graphic Design
DM
Service Offered 2 (DM)
12 labels · used at deal stage + Closed/Won
PSG DM 3.0 Accelerate · PSG DM 3.0 Activate Search · PSG DM 3.0 Paid Ads · PSG DM 3.0 Paid Social · PSG DM 3.0 Search Boost · Landing Page (SEM) · GMB Optimization · Content Package · SEM · SEO / GEO · SMA · SMM
WEB MAINT
Service Offered 3 (WEB MAINT)
4 labels · used at deal stage + Closed/Won
Web Maint (No Man Hours) · Web Maint With ManHours · Web Maint ASOW · Domain and Hosting
HubSpot & Onboarding Improvement · 2026 04 / 08
05 · Onboarding Workflow
Onboarding · Process flow clarified

Close Won first — or Kickoff first.

The correct path depends on project handling. Both branches are valid; the deciding factor is whether sign-off and payment have cleared.

Default Path

Close Won → Onboarding

Use when: signed proposal, payment status, and Close Won documents are all in order.

  1. Move deal to Closed / Won in HubSpot
  2. Confirm service offered (WEB DEV / DM / WEB MAINT)
  3. Confirm Close Won status (signed, paid, MD-approved)
  4. Submit Web Client Onboarding Form
  5. PM receives structured handover email
  6. Internal briefing scheduled (min 2 working days)
OR
Exception Path

Kickoff First

Use when: project urgency requires kickoff before Close Won documents are finalised (e.g. MD-approved exception).

  1. Sales flags as Kickoff-first to PM and Ops
  2. Submit Onboarding Form with current status
  3. Internal briefing proceeds in parallel
  4. Deal updated to Closed / Won when documents land
  5. Onboarding record finalised post-kickoff
  6. Status tracked separately for reporting
HubSpot & Onboarding Improvement · 2026 05 / 08
06 · Onboarding Form
Onboarding · Improved form structure

Less form. Better handover.

Fields restructured for cleaner PM handover and easier Sales submission. Unnecessary fields removed, key fields added.

✕ Removed · Unnecessary Fields

  • Service Offered 4 to 8
  • Free-text Additional SOW field
  • Duplicate sales contact entries
  • Legacy SEO sub-sections
  • Redundant package descriptions

+ Added / Improved · Sales Submission

  • Service field aligned with HubSpot dropdown
  • Close Won status with clear options
  • ASOW captured under main package, not separately
  • Client Drive folder rule + checklist
  • Urgent kickoff toggle for exception path

◆ Kept for PM Handover Quality

  • Sales Team Details
  • Client Company (UEN)
  • Package Details
  • SEO Involvement
  • Close Won Status
  • Client Drive folder
  • Project Type
  • Client Persona
  • Domain & Hosting
  • Internal Briefing Date
  • Tech literacy
  • Final Notes
HubSpot & Onboarding Improvement · 2026 06 / 08
07 · PM Handover
PM Handover · Improved email layout

Structured. Tabled. Standardised.

Onboarding submission now generates a cleaner email with consistent table layout — easier for PM to read, easier to file for internal reference.

HubSpot & Onboarding Improvement · 2026 07 / 08
08 · Summary
Summary · What changes, who owns it

Operational changes at a glance.

HubSpot

Cleaner Deal Records

  • One project = one deal card (no more PSG + ASOW duplicates)
  • Service Offered 1/2/3 fields aligned with onboarding form
  • Closed/Won dependent properties enforce categorisation
  • Legacy service labels archived, retained for reporting
Owner: Sales + Ops
Onboarding & PM Handover

Cleaner Workflow

  • Close Won → Onboarding (default) OR Kickoff-first (exception)
  • Form structure simplified for easier Sales submission
  • Email layout standardised with tables for PM reference
  • Internal briefing minimum 2 working days lead time
Owner: Ops + PM
HubSpot & Onboarding Improvement · 2026 · Private & Confidential 08 / 08
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