theHUB. Ibiza

By
Lee Brickley
11 Jan 2022
5 min read

The Task or Project

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The Task or Project

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theHUB

theHUB is a premier co-working, office and events space in Ibiza. The company had been growing steadily and was ready to expand their concept to the next level.

theHUB. Ibiza
theHUB. Ibiza
Platforms
theHUB. Ibiza

The Problem

Having achieved a growth of 358% in 2020, the company’s financial and operation models were no longer suitable for the next level of expansion. Systems were disparate and incorrectly configured and new membership plans were needed to enable them to capture the available market opportunities. The team needed to rapidly expand four fold, yet the fundamental systems, processes and management was preventing further growth.

The Solution

A one of the co-founders & investors of theHUB, Ric and the vH3 team worked closely to identify their strengths, weaknesses and opportunities to formulate an entirely new way to serve the growing customer base. Every process was redesigned and fully documented into a new process manual. A brand deep dive was facilitated to create a full brand elevation strategy and a set of brand guidelines. The digital infrastructure was rebuilt from the ground up and included:

  • A new CRM and digital wallet membership pass system
  • Reworking the coworking management platform, along with API integration for all other systems
  • Migration of systems to Google Workplace
  • Moving internal company communication to Slack, enabling system alerts, updates and sales performance data to be shared with the relevant teams
  • Asana was implemented as a task management solution
  • A fully paperless digital documentation solution was rolled out for all contracts, brochures and sales collateral
  • Advance AI, adtech and attribution tools were installed to provide real time management data dashboards across every department
  • The fundamentals of a new central database were installed in readiness for the next phase of growth, including the development of a custom mobile app
  • Strong customer authentication requirements for payments and GDPR compliance were added
  • An email marketing solution was rolled out and integrated to ensure a world class customer experience
  • A fully automated sales pipeline was introduced; including auto scheduling for tours and inductions, lead qualification, membership application and contract creation

The above changes have given the business incredible analytics and KPI monitor capabilities, saving hundreds of man hours every month. The headcount has increased to twelve and the business is about to take off, paving the way for island wide infrastructure and growth.

Results

“Ric & vH3 digital has been crucial to the successful development of our business. Ours is an ambitious company and as a destination coworking venue, we faced a huge amount of challenges this year. But with their support, we have proceeded with our expansion plans and our community has grown by over 350% these last months. vH3 digital has worked tirelessly to meet this growth and exceeded our expectations. We now have a high-class digital pass system across the site and we are extremely proud to have been nominated for "The business that has adapted best to Covid-19" award for which this system is integral. Alongside the mountains of other work they built behind the scenes for our sales and marketing strategies, the team have been so adaptable and courageous during this year, we thank them for their inspirational work ethic. We could not recommend them highly enough.”
- Joanna Beltran, theHUB Ibiza