SOAR · Business systems
Enterprise CRM & Reporting Transformation
A shared HubSpot system that replaced separate spreadsheets with workflows and reporting.
- Role
- Data Systems Specialist
- Organization
- Shaping Our Appalachian Region
- Timeline
- 2025–Present
- Status
- Active
- 70+
- Staff and users trained and supported
Problem
Teams tracked program information in separate spreadsheets, making it difficult to share records and produce consistent reports.
Context
- SOAR supports workforce and economic-development programs operating across 54 Kentucky counties.
- Different teams needed flexible operating processes without losing shared definitions or reporting consistency.
- The system had to support daily work, leadership reporting, program performance, and long-term data quality.
Requirements
- Protect private participant, staff, and grant information.
- Improve the system while teams continued serving users.
- Balance enterprise standards with different program workflows.
- Plan for permissions, documentation, and staff training from the start.
My role
- Administer HubSpot Enterprise architecture, custom objects, permissions, segmentation, and integrations.
- Turn team requirements into CRM fields, workflows, reports, and rules for managing data.
- Build dashboards and reporting frameworks for service delivery and performance tracking.
- Investigate issues, document processes, coordinate escalations, and train more than 70 staff and users.
Process
- 01
Map
Documented existing spreadsheets, handoffs, definitions, and reporting dependencies.
- 02
Model
Structured records, relationships, ownership, permissions, and shared data standards.
- 03
Automate
Configured workflows and integrations around repeatable operational events.
- 04
Adopt
Paired training, support, documentation, and feedback with each rollout.
Tools
Challenges
- 01
Standardizing data without flattening meaningful program differences.
- 02
Tracing reporting issues back through fields, workflows, permissions, and user behavior.
- 03
Making governance practical enough to survive everyday use.
Outcome
Teams now use a shared CRM with consistent reporting, automated workflows, and ongoing training and support.