Hitch x Revvy

How Revvy transformed Hitch’s fragmented tech stack into a unified, automated system with HubSpot - enhancing lead management, sales performance, customer experience, and empowering Hitch’s sales team to scale effectively.

Overview of Hitch

Hitch is a comprehensive home equity platform that transforms traditional lenders, banks and credit unions into fintech powerhouses. Hitch’s platform automates and streamlines HELOC origination, from credit pulls to income validation, all integrated with existing loan origination systems. With Hitch, lenders can offer clients competitive HELOCs while retaining their future business. Learn more at hitchequity.com.

Industry: Financial Services, Fintech

The Challenge

No cohesive system or tech stack strategy
Hitch came to Revvy because it was looking for a HubSpot implementation expert, but it quickly realized that they needed an entire tech stack strategy that could support all their systems and operations.

The result was bad data, inability to track and understand each customer’s journey, and significant frustration and loss in time across its teams managing customer relationships.

Siloed tech stack and systems with high manual data entry
Hitch was managing two separate CRMs, a loan origination system (LOS), and a variety of other tools that were not integrated at all or were causing significant data issues, including duplicates, overwriting, etc. The team had to hire a team of virtual assistants to handle manual data entry due to the poor set up and mistrust in the systems. 

Lacked centralized view of full customer journey and engagements
Hitch relied on checking multiple systems in order to serve their customers. The process was inefficient, created unnecessary manual and duplicate work, and created a slow process for their customers.

Marketing operations and attribution
Hitch lacked a marketing operations expert who could properly build and set up campaigns in concert with its complex lead qualification and routing process. It also lacked the ability to attribute leads and revenue to marketing strategies, channels, and campaigns.

Manual sales pipeline & system for inbound and outbound sales strategies
Hitch did not have an automated process for intaking leads, qualifying them, routing them, and having a robust sales system to nurture and prioritize leads effectively. Additionally, they lacked a call center that was critical for them to manage and route inbound leads to the right sales reps and also equip their sales teams with quick and efficient follow-up with leads.

The Solution

Fractional Revenue Operations Services, including Tech Stack Roadmap & Strategy
Revvy led the tech stack strategy and conducted an audit and discovery process to understand Hitch’s current tech stack, systems, business processes, go-to-market operations, and customer journeys. At the conclusion of the audit, Revvy created a prioritized roadmap and strategy to implement HubSpot CRM as Hitch’s centralized source of truth, integrate Hitch’s tech stack, and sunset expendable systems and tools.

HubSpot CRM Implementation
Revvy implemented and onboarded Hitch’s team into HubSpot CRM, Marketing Hub Pro, Sales Hub Pro, Service Hub Pro, and Operations Hub Pro. We took a phased approach to implementation by onboarding one hub and team at a time. This provided Hitch with cost savings and minimized disruption to their teams. Revvy was also able to sunset an industry-specific CRM and other tools as HubSpot provided all the customization and functionally the business needed. 

Sales system implementation, including lead management, qualification, segmentation, and routing
Revvy built a full marketing and sales system into Hitch’s HubSpot to track, segment, qualify, route, and manage leads as they came in from various lead generation channels. This was critical to Hitch’s customer acquisition and speed-to-lead sales strategy.

Since Hitch’s core product is a platform that relies upon qualifying leads, Revvy built HubSpot to intake and qualify each lead before routing the lead to sales rep and enrolling them into marketing campaigns.

Marketing operations and attribution
Revvy built out all of Hitch’s marketing and email campaigns, marketing automation and qualification, attribution and reporting across its TOF, MOF, and BOF strategies.

Tech stack integration
Revvy fully integrated Hitch’s HubSpot to serve as the central command center of its business. This involved integrating Hitch’s platform, loan origination systems, data enrichment and a variety of marketing and sales tools. This enabled Hitch to not only connect and centralize their data but also dissolve their manual data entry team.

Sales team compensation and commission
Revvy built HubSpot to track and manage Hitch’s sales teams compensation and commission model, as well as built reports and dashboards to track performance across reps and sales teams.

Loan pipeline management and tracking
Tracking each lead’s loan application in a centralized location was critical to the success of Hitch’s operations. While the LOS solution was the primary source, they needed to be able to attribute each loan and its status to the lead’s full customer journey to optimize their marketing campaigns and create efficiency across their sales teams. Revvy built an automated loan tracking system within HubSpot to empower their marketing and sales strategies.

Call center implementation
Speed-to-lead is critical to mortgage businesses, especially leads from lead aggregators. Revvy built a call center that qualified and routed leads to sales reps within seconds of conversion and placed automated outbound calls to them.

Additionally, the call center was configured for inbound and mass lead outbound follow-up.

Hear from Hitch

"We brought Revvy in to help us set up our systems. We were juggling two CRMs and struggling to figure out how to set them up and connect them to our systems and workstreams. We had no idea what we were doing. Once Revvy came in and showed us all the things we could do with HubSpot, it completely changed our business. Revvy created a roadmap for our systems and tech stack, moved us solely to HubSpot, connected our tech stack, and automated our processes and data entry. It gave us significant value to the customer experience. It really pulled everything together for us. I think for me, the biggest impact was to the sales team. They live and breathe in one system. I can now scale my sales team with HubSpot - and it’s only getting better - and I never would have been able to do that without Revvy."

Sarah Duncan, COO @ Hitch