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HubSpot requires every new customer to go through an onboarding process, whether you work with them directly or partner with an expert team like us. But here’s the catch: not all onboarding experiences are created equal.
Without the right guidance, businesses often face delays, technical hiccups, or realise too late that they weren’t fully prepared for the process.
The good news? Most onboarding problems are entirely avoidable if you know what to expect and choose the right partner.
After onboarding 300+ HubSpot clients, we’ve been able to identify some of the most common problems seen during onboarding and how to avoid them.
By the end of this article, you’ll have the tools and insights to navigate onboarding smoothly, saving time and avoiding unnecessary headaches.
The Most Common Problems in HubSpot Onboarding
Onboarding onto HubSpot is an exciting step for any business, but it’s not without its challenges. Here are some of the most common problems businesses encounter during the process—and how to tackle them head-on.
Summary of Problems
Here’s a summary of all the problems:
| Problem | Why It Happens | How to Avoid It |
| Repetition Between Sales and Onboarding | Onboarding teams need deeper insights into your processes, leading to repeated conversations. | Choose a partner with a structured sales-to-onboarding handover to minimise redundant discussions. |
| Technical Setups & Access Issues | Access to tools like your website and DNS settings may not be readily available or understood. | Gather all credentials in advance or ensure your partner provides technical support. |
| Not Having Enough Content for Pipelines | Missing assets like email templates or sales stages can delay the onboarding process. | Audit your content before onboarding and plan with your partner to fill any gaps. |
| Underestimating the Initial Time Investment | Your input is needed for key decisions, even if the partner handles most tasks. | Dedicate time to onboarding, especially in the first few weeks, and treat it as a valuable investment. |
| Lack of Internal Processes | Disorganised workflows or unclear team roles can make onboarding slower and less effective. | Map out processes beforehand and work with your partner to identify and address gaps. |
Now we’ll delve into each problem in more depth.
1. Repetition Between the Sales Process and Onboarding
You’ve already discussed your business goals, challenges, and workflows with the sales team. Now, your onboarding team is asking the same questions. This repetition happens because onboarding teams need to dive deeper into your processes to configure HubSpot effectively, but it can feel redundant and frustrating.
How to Avoid It:
Ask your onboarding partner if their sales and onboarding teams share notes or have a structured handover process. This ensures fewer repetitive conversations and a more seamless transition.
2. Technical Setups & Access Issues
Setting up HubSpot often requires technical access to your website, DNS settings, and other tools. If you don’t have this information or the right technical expertise, the process can stall.
How to Avoid It:
Before onboarding begins, gather all the necessary credentials and identify someone on your team who can help with technical tasks—or ensure your onboarding partner offers technical support.
3. Not Having Enough Content for Pipelines
HubSpot’s power lies in its ability to manage your marketing, sales, and customer service processes. But if you don’t have enough content—like email templates, sales stages, or marketing assets—it can slow down onboarding or leave you scrambling to create it on the fly.
How to Avoid It:
Review your existing content and processes before onboarding starts. If there are gaps, work with your onboarding partner to develop a plan for creating what’s missing.
4. Underestimating the Initial Time Investment
Even if your onboarding partner is handling the heavy lifting, you’ll still need to dedicate time and energy to the process. Without your input, critical decisions about your workflows, automations, and strategies can’t move forward.
How to Avoid It:
Set aside dedicated time for onboarding, especially in the first few weeks. Treat it as an investment in your business’s future success with HubSpot.
5. Lack of Internal Processes
How to Avoid It:
HubSpot is a powerful platform, but it can’t fix disorganised internal processes. If you don’t have clear workflows, goals, or roles within your team, onboarding will take longer and be less effective.
Work with your onboarding partner to map out your processes before diving into HubSpot. A good partner will help you identify gaps and create a structure that works for your business.
How to Avoid Onboarding Problems
The good news is that most HubSpot onboarding challenges are preventable with the right preparation and guidance. Here’s how to set yourself up for success and make the onboarding process as smooth as possible.
1. Prepare Your Team and Resources in Advance
One of the biggest onboarding roadblocks is missing information or unclear processes. Before your onboarding begins, take the time to:
- Gather technical credentials, like website and DNS access
- Audit your content, including email templates, sales pipelines, and marketing assets
- Map out your internal processes, identifying gaps or inefficiencies that HubSpot can help solve
2. Set Clear Expectations About Time and Involvement
Onboarding isn’t a “set it and forget it” process. Even with the best onboarding partner, you’ll need to invest time and provide input to ensure the platform is configured to meet your business needs.
How to Do It:
- Dedicate time for onboarding tasks, especially in the first few weeks
- Identify key team members who will be involved and ensure their availability during the process
- Work with your partner to establish a realistic timeline and milestones
3. Choose the Right Onboarding Partner
Not all onboarding partners are created equal. The partner you choose can make or break your experience, so it’s crucial to find one with the right expertise and approach.
Read: Best HubSpot Agencies in Sydney
So, What’s Next?
HubSpot onboarding is a crucial step in getting the most out of your investment, but it’s also where many businesses run into unexpected challenges. From technical roadblocks to hidden costs, the process can quickly become frustrating if you’re not prepared.
The good news? Most of these problems are avoidable. By understanding the common pitfalls, preparing your team and resources in advance, and choosing the right onboarding partner, you can ensure a smooth, efficient transition to HubSpot.
So the question remains – should you onboard with HubSpot directly or should you choose an onboarding partner? And what’s the difference?
