HubSpot Diamond Agency

Client's Previous Situation

This client is a top-tier hearing-aid manufacturer serving both B2C (patients) and B2B (clinics). Although devices are distributed via clinics, marketing focuses on the patient experience. With dozens of models and a high-touch service model, they needed a scalable, personalized post-sale strategy to reduce early churn.

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Challenges and Short-Term Realities

  • ✅ High early returns driven by a 30-day money-back guarantee, often due to poor onboarding, not product faults.

  • ✅ Educational gap: customers lacked structured guidance in the first month.

  • ✅ product variability: many models required different instructional content at scale.
    ✅ Limited tracking: native Marketo lacked deep SMS click and video engagement tracking.

  • ✅ Data issues: duplicates fragmented data and skewed reporting.

  • ✅ Retention limits: Marketo’s data retention policies limited long-term visibility.

A Streamlined Approach to Implementing the Program

We launched a smart onboarding program built fully in Marketo with advanced configurations:

✅ Developed a personalized onboarding journey.

✅ Integrated key automation tools for seamless communication.

✅ Provided analytics to measure and optimize engagement.

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Key Highlights of the Implementation

 

  • ✅ Personalized Journeys at Scale: Model-specific tracks and dynamic blocks ensured every patient got relevant guidance.

  • ✅ Closed-Loop Engagement Tracking: Second-by-second video analytics + SMS click tracking informed the next best touch.

  • ✅ Data Quality & Reporting: Deduplication and custom objects consolidated data and unlocked clear performance insights despite native retention limits.

💡Results and Conclusion

  • ✅ 30–40% reduction in product returns among customers who engaged with onboarding.

  • ✅ Higher satisfaction & loyalty for patients and their families.

  • ✅ Deeper analytics transparency via advanced Marketo configs + external server.

  • ✅ Operational efficiency: CRM cleanup and precision tracking removed bottlenecks and manual errors across teams.

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A smart, Marketo-powered onboarding, enhanced with custom martech development and robust data architecture, turned a standard post-sale flow into a revenue-protection engine that scales across Beltone’s diverse product catalog.

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