Transforming Reporting Capabilities with Tugger

Who is Make.Contact?

Based in Altrincham, Cheshire, Make.Contact is at the forefront of transforming customer experiences in the digital era. Their modern, future ready Contact Centre as a Service (CCaaS) solution empowers businesses to connect seamlessly with customers across their preferred channels, including voice, email, chat, and social media. By equipping companies with the tools to deliver superior customer experiences, Make.Contact helps build lasting loyalty and credibility.

As the company’s capabilities evolved, so did the need for more dynamic  reporting. Though Make.Contact had a strong reporting foundation, limited integration with key systems such as Xero and HubSpot posed challenges in creating a fully comprehensive data view. Tugger provided the missing link, enabling them to seamlessly connect critical data sources and elevate their reporting capabilities to support their growth goals.

The Challenge: Gaining a holistic view of customer interactions

Before Tugger, Make.Contact’s reporting was robust but limited by the lack of direct integration with key systems like Xero and HubSpot. Josie Lawton, Finance & BI Analyst at Make.Contact, described the initial setup: “We did have really good robust reporting...but we didn’t have access to certain things.” Without a seamless link to these platforms, the team couldn’t fully centralise customer data, impacting their ability to track interactions comprehensively.

As Josie explains, “We needed a direct link into Xero. The one that Xero provided was switched off a couple of years ago.” They also looked for a more affordable way to connect to HubSpot, which proved difficult due to the high costs associated with HubSpot’s own integration options.

The Solution: Seamless, affordable data integration

Tugger quickly provided a solution, offering Make.Contact an easy, affordable connection to Xero and HubSpot that fit seamlessly into their existing setup. Josie recalls, “The description was quite to the point and succinct, which meant that I was drawn to it because it didn’t look overly complex.” Tugger’s straightforward approach, combined with the benefit of being a local company, made the choice clear.

With Tugger, Make.Contact could now integrate data from both platforms, which allowed Josie and her team to build out a holistic view of customer accounts. Now they’ve got a complete 360° view of their customers, giving a fully holistic understanding.

Why Tugger? From the beginning, Tugger’s ease of use and local support stood out. Josie’s search began in the Xero Available Apps section, where Tugger’s simplicity and clarity set it apart. “I thought that it looked easy to use. The description was quite to the point and succinct, which meant that I was drawn to it because it didn't look overly complex,” she explains.

An initial hesitation arose around custom objects in HubSpot, but Tugger quickly addressed this concern. “The limitation was the inability to pull custom objects, but you’ve built that for me,” Josie notes, expressing appreciation for the quick response. Tugger’s flexibility in adding new features to meet customer needs was a decisive factor.

What’s it like working with Tugger? Josie consistently praises Tugger’s customer service, describing her interactions as “outstanding.” From initial inquiries to postimplementation support, Tugger’s team impressed with their knowledge and helpfulness. “Every single person I’ve interacted with has been helpful, knowledgeable, friendly, and supportive,” she shares. Whenever a problem arose, it was quickly resolved, building trust and confidence in the service.

One standout experience for Josie was Tugger’s transparency. “There was one question I had where the person said, ‘Yeah, that doesn’t do what it’s supposed to do. Here’s how to make it do that.’” This honesty reassured Josie, who appreciated Tugger’s genuine commitment to solving issues.

The Results: Achieving comprehensive customer insights

Thanks to Tugger, Make.Contact now benefits from real-time, up-to-date data across Xero and HubSpot, providing a comprehensive overview of each customer. As Josie explains, “We can tie all of that together now to give a full holistic view of every customer, which we weren't able to do to the same degree previously. It means that we can then give a one page view of each customer for our salespeople, which means we can manage our accounts better..” This new capability streamlines account management and enhances the sales team’s ability to serve clients effectively.

Josie’s favourite feature is Tugger’s flexible refresh frequency, which saves Make.Contact hundreds of pounds per month compared to similar HubSpot integrations. “It’s made my life easier because it gives me a more up-to-date view of the status of online accounts,” she says.

Would they recommend Tugger?

When asked if she would recommend Tugger, Josie doesn’t hesitate: “Ten out of ten.” For those considering the service, she suggests signing up for the trial and fully exploring the templates. “I would say sign up for the trial to see if it's for you, and really lean into that and experiment with everything that's on offer. Make sure you use the templates that are provided to get a real idea of what you can achieve with that data,” she advises.

Overall, Josie describes Tugger as “knowledgeable,” a quality reflected in every interaction she’s had. From feature implementation to everyday support, Tugger’s team has consistently exceeded her expectations. “I just think your team’s a credit to your company...I’ve felt really well supported and looked after throughout,” Josie concludes.