80/20 Endurance x Revvy

How Revvy automated and completely transformed 80/20's tech stack and operations with HubSpot, empowering 80/20 to scale its business, enhance its product offering and subscription management, and drive revenue growth.

Overview of 80/20 Endurance

80/20 Endurance is the world's largest dedicated provider of training plans and solutions for endurance athletes. The company's mission is to make elite best practices in endurance training available to everyone. More than just a training method, 80/20 Endurance is a global community of like minded athletes who are brought together by a diverse array of offerings. Learn more at 8020endurance.com.

Industry: Online Coaching, Fitness & Wellness

The Challenge

Lacked centralized way to track full customer journey and engagements
80/20 was using a variety of tools, including their content creation platforms, email, and spreadsheets, to manage the relationships with their customers. The lack of a unified customer relationship management (CRM) system prevented the team from effectively and efficiently manage and support their customers. 80/20 Endurance needed a solution that could bring their full customer experience into one unified solution that gave them a 360-degree view into each customer's journey.

Lacked unified subscription management
80/20 lacked the ability to manage a variety of subscription types - from one-time to monthly to annual purchases - and also products - from endurance training to 1:1 coaching. The tools they used to distribute their products did not provide them with robust enough subscription management across all of their offerings.

Fractured and manual customer support management
With thousands of subscribers, providing quick and efficient support to their customers became cumbersome and difficult to manage with requests coming in from different locations. They also lacked a unified view of each customer, which was costing the team time and resources digging into the history of each customer and bringing them quick resolution.

Disconnected tech stack and tools
80/20 provides its product offering through a variety of content distribution channels, including Thinkific and TrainingPeaks. The team lacked a solution that was able to unify all these tools within one cohesive system.

Restricted business growth & scalability due to technology
80/20 was stuck in a place where they couldn’t scale their product offering or business because the technology they used to run their operations was not flexible enough to scale their business.

The Solution

HubSpot CRM Implementation
Revvy worked with 80/20 to understand their business model and systems, and built and customized the HubSpot CRM around their specific business case. The implementation gave 80/20 the ability to track each customer’s journey and all of their individual activities and history into one centralization location.

Unified Subscription & Payment Management
Revvy leveraged HubSpot’s Sales Hub and Commerce Hub technology to create a unified subscription management system across all of 80/20’s content distribution platforms and product offerings. This enables 80/20 to track all of their subscriptions in one place, upgrade, downgrade and manage each customer’s subscription. It also provides 80/20 with a payment processing solution.

Onboarding and Offboarding Management
80/20 provides each customer with a tailored onboarding and offboarding process depending upon their subscription. The process used to be managed manually across spreadsheets. Today, 80/20’s full onboarding and offboarding process is completely automated.

Customer Support Management
Leveraging HubSpot’s Service Hub, Revvy built 80/20 an automated and centralized ticket management system that routes the support request to the right individual with all the information in one location. 

Tech Stack Integration
Revvy integrated 80/20’s other tools, specifically Thinkific, TrainingPeaks, Thrivecart, and their website, with native and custom APIs. This brought all of 80/20’s customer data into Hubspot - creating one, centralized solution to manage all customer operations. This has given 80/20 tremendous ability to automate their operations and scale their business.

Hear from 80/20 Endurance

On how HubSpot enabled growth
"It's a shame when a business is limited on what they can do because of technology. That always sucks. If you have a vision of something you want to do, but the technology is holding you back, that stinks. With HubSpot and Revvy, we can come up with any offering we want, and we can get it hooked in there because of the foundation and automation that was created."

On the end result of implementation
"It gave me the confidence that we could actually start to hire other people to do the customer service work. Now, anyone can jump in and do HubSpot, and I can hire anyone and give them a little bit of training, and they can pick it right up. It gives us quality and standardization that we just couldn't have had without it."

On relationship and customer management
"We realized we were not doing our customers a service, and we were spending a ton of extra time in client management that didn't need to be taken. It's one of the beauties of a CRM and a ticketing system. It really transformed my ability to focus on other areas of the business that were more focused on growth as opposed to just focusing on maintaining the customer relationships, which takes a lot of time."

"We did a pretty good job before in the old spreadsheet email system, but there were some clear complaints, and we just don't have that anymore. We have the complete customer profile and history. From that perspective, our customer experience is much better, and we’re not wasting their time."

On working with Revvy
"Revvy was always reliable, set the expectations and met them. And you gave us exactly what we were hoping for and wanted. You found creative solutions that were customized to our business."

"We needed someone who was prescriptive, who we could say, this is our business, these are the challenges we're facing, what do you recommend? You were amazing at listening and recommending options to us. And I really appreciated that because I think that that's one of the reasons we were so successful on Hubspot is that you did that, is that you listened and took the time to understand our business, and it was kind of complicated, and then came back and said, these are the things we can do. Here's the pros and cons, then we made a decision together about what to do. I really appreciated the collaborative approach."

On investment in HubSpot and Revvy
"The price was a concern. We were still smaller and the cost wasn’t insignificant, but it was absolutely worth it. The amount of man hours that we’ve saved from the implementation easily exceeds the investment that we made. Not only that, but candidly, my time is worth more. The opportunity cost for us to manage our old system was so high. Now, instead, we can focus on new revenue streams. So I think between the savings on man hours, opportunity costs, and new revenue, we've significantly outgained our investment."

"It was so worth the money. I cannot tell you how well it was worth it, how well the automation and everything’s worked. I mean it’s set up so good that I've actually added several automations based on the foundation. It just totally made it. We saved so much money in man hours and made it so much easier. You just did a great job. So we really, really have fond memories of working with you."

- David Warden, Co-Founder @ 80/20 Endurance