Norsk Gjenvinning, Norway's largest recycling and environmental services provider, is committed to becoming the sustainability leader within its industry. In recent years, the company has strengthened its stance on sustainable development and circular economy solutions.

Utfordringen

 Norsk Gjenvinning aimed to improve the B2B customer journey for contract clients by consolidating customer data into their CRM, HubSpot. Previously, customer data was dispersed across multiple systems, with many internal processes occurring in Outlook.

This siloed approach led to challenges with data quality and integrity. Additionally, Norsk Gjenvinning’s growth and acquisitions necessitated a system infrastructure that could support future developments.
 

The project focused on the following objectives:

  • Migrating customer service from PureService to HubSpot Service Hub

  • Optimizing the current CRM and sales setup within HubSpot

  • Merging two separate HubSpot portals into a single, unified system

  • Developing an integration to synchronize essential customer data from SAP ERP to HubSpot


Solution

The resulting solution provided a consolidated CRM system for all Norsk Gjenvinning brands. By employing HubSpot’s Service Hub, both customer service and sales teams now operate within the same system and access the same data.
SAP integration ensured accurate ERP data synchronization, offering a single source of truth for essential customer data.

1. The project commenced with an in-depth mapping and data collection phase, focusing on Norsk Gjenvinning’s operational processes and specific needs. Based on these findings, a solution prototype was created in a Sandbox environment.

2. We collaborated with Norsk Gjenvinning to develop a robust SAP integration that would feed essential data into HubSpot. Simultaneously, training sessions were conducted to ensure superusers and end-users were comfortable with the new system.
 
3. The project’s next phase involved testing, go-live, iterative adjustments, and ongoing support to fine-tune the system.

4. Portal Consolidation and Process Optimization: In the final phase, portals were successfully merged, and processes were refined to facilitate more effective collaboration. 

Results

The solution led to a streamlined and secure customer journey across Norsk Gjenvinning’s business units. Enhanced customer data quality, improved internal communication, and streamlined processes have allowed Norsk Gjenvinning to focus more on upselling and delivering exceptional customer experiences.
This project has laid a solid foundation to support Norsk Gjenvinning's future growth and their ambition to maintain a leadership position in sustainability.

  • Enhanced data integration has provided Norsk Gjenvinning with a clearer view of customer needs and behaviors.

  • Unified systems have promoted more seamless collaboration between departments.

  • Consolidated CRM and ERP data have increased data accuracy and usability.

  • The new infrastructure is scalable and ready to support further customer experience enhancements.

Post-implementation, TRY and Norsk Gjenvinning continue to collaborate to maintain and further develop systems and processes, ensuring consistent, high-quality user experiences both internally and externally.