Outsourced helps businesses grow by sourcing the top 1% of global talent. Thanks to recent expansion, they receive a high volume of inquiries from scaling companies worldwide. Yet Outsourced had a scalability problem of its own.
Salted Stone Senior Account Manager Mike Marques said of the project, “Outsourced’s inquiries kept increasing, but incomplete data and manual processes made maintaining expansion difficult. Our HubSpot strategy sought to make it possible through a multi-hub solution.”
The challenge
Outsourced has used Sales Hub Enterprise for years and initially engaged Salted Stone to improve its lead response time. During discovery, we uncovered broader operational issues limiting the client’s growth:
First, HubSpot wasn’t a complete source of truth. Some reps managed the sales process in spreadsheets or through manual methods, meaning the platform had an incomplete picture of leads and pipeline. Inconsistent data capture across lead sources also contributed: 98% lacked firmographics, including contacts’ country, industry, and roles sought. The data are crucial in determining lead fit, hiring needs, and routing, as well as prioritizing them against an internal scorecard.
These gaps meant Sales couldn’t identify high-value inquiries, and leadership lacked visibility into lead response time. (We later discovered it took an average of three days to reach out.) Outsourced risked losing business to competitors and long sales cycles. To further complicate prioritization, lead assignment and follow-up workflows relied on insufficient data.
All this made reporting untrustworthy. Firmographic segmentation was inaccurate, and out-of-the-box reports didn’t surface the insights Outsourced wanted from buyer journeys or demand, either. The company couldn’t see what drove revenue or where to increase efforts.
Brianna Boltze, the Solutions Architect on the project, said, “Managing incoming leads was one piece of a larger puzzle. We had to optimize data and entire processes using advanced features, with a view to maximize Outsourced’s investment in HubSpot.”
The solution
Salted Stone built an AI-enabled lead management system linking together Smart CRM, Data Hub, Sales Hub, and Service Hub through an AI adoption roadmap. It addressed Outsourced’s inconsistent data capture and manual burden, producing cleaner processes from inquiry through to reporting.
The most important step was improving the data foundation to scale the strategy reliably. HubSpot AI and Data Hub enrichment improved data completeness, while Smart Properties cleaned, structured, and further enriched CRM data, with a custom dashboard surfacing remaining gaps. Workflows with improved context also reduced research, routing checks, and retrospective updates.
This laid the groundwork for deploying Service Hub’s Customer Agent to turn the website into a lead qualification engine, as follows:
-
Customer Agent engaged buyers, asked qualification questions, and converted them through forms connected to workflows.
-
Data Agent then used the CRM context to generate an AI-personalized confirmation email acknowledging the request.
-
Leads are routed to the right rep through Sales Hub with richer context, helping grow the pipeline while reducing manual qualification.
The next step introduced Sales Workspace for easy workload management, centralizing activity and tasks, rolled out through a multi-region training program. Repeatable SOPs ensured consistent adoption, including a guided setup of AI Notetaker with Smart Deal Progression. Together, Workspace and AI-summarized actions reduced admin significantly, enabling fast, consistent follow-ups.
The final piece involved implementing Journey Analytics, lifecycle reporting, and multi-touch attribution reporting to reveal lead entry and drop-off points, and how teams influenced the pipeline.
Plus, the need to understand service demand exposed a reporting gap. Job role data collected via a marketing asset was split across nine properties, so Data Agent and Smart Properties consolidated them into a reportable master property, providing visibility into demand.
The results
Outsourced evolved from its fragmented manual operations to a more connected, AI-enabled ecosystem. It resulted in reliable CRM data, faster lead management, and clear visibility into pipeline drivers, with the bonus of integrating HubSpot AI.
Our solution achieved:
-
Faster lead qualification and response. Lead response time was reduced from three days to minutes, helping Sales seize potential opportunities before they went cold. Customer Agent handled 249 inquiries and achieved a 95% resolution rate during testing.
-
Accurate lead routing and reporting. 98% of company records once lacked usable context, and now 2,353 records (97%) are enriched, providing essential data for lead qualification, routing, segmentation, scoring, and reporting. Flagged gaps get completely resolved.
-
Less manual admin. Sales Workspace, Notetaker, and workflow improvements helped reps expedite deals inside HubSpot, instead of relying on spreadsheets or laborious manual processes.
-
Visibility into pipeline and revenue. Journey Analytics and custom reporting gave Outsourced visibility into multi-million-dollar attributed deal value, helping the team understand which channels, interactions, and assets influenced the pipeline and where to focus their efforts.
-
Scalable AI capabilities. Rather than deploying AI features as isolated experiments, Outsourced adopted a governed AI model that safely powers its sales operations.
Today, Outsourced continues to invest in Salted Stone’s AI adoption roadmap and scale with HubSpot.
