Value-First Team — Client Relationship
B2B AV & electronics distribution — pmcav.com
USS + VFT co-deliveryA long-established B2B wholesale distributor of consumer electronics, AV and automation products, selling to approved installer dealers across eight branch locations. Lenexa, Kansas.
A weekly HubSpot implementation and support partnership from February to August 2026 — reporting, workflow and data-model work on their live portal.
HubSpot as the CRM and reporting layer, with Sage ERP as the system of record for customers, quotes and orders, bridged by a third-party integration.
Co-delivered by Value-First Team and Unified Support Solutions.
Weekly working sessions begin. The onboarding and welcome-call workflow is rebuilt — the task renamed, queued and tied to the company so it can be filtered and reported on rather than lost in a list. Duplicate-record errors arriving from the ERP integration are traced to their source, and 137 duplicate records are cleared out of the deal book. A submission workflow that had been failing silently is root-caused to a missing property in its create step.
The submission workflow is repaired and verified working.
The reactivation system is built across dedicated sessions. Reporting variances surface and are traced back to how the data arrives from the ERP, rather than patched at the point where it is displayed.
The dashboard suite is built and reviewed with the team.
The Business Review is re-architected. Instead of storing each quarter's answers in company fields that overwrite the last set, it becomes a typed record on its own pipeline, created automatically for each enrolled account each quarter — so account health accumulates as history a year later instead of erasing itself. In the same session a speed-to-response metric reading in the thousands of hours is traced to the wrong date field and corrected to roughly forty-four. A top-products report is specified so a customer's own strongest lines can be read against the company-wide picture, and the gap between them acted on.
The Business Review object, its pipeline and its enrollment automation are built live in the session. The top-products report is made account-specific across a rolling year, and the Chicago branch is briefed to run the pilot.
First real use in the field. A branch rep works live accounts end to end — asking the AI assistant for growth opportunities and a clear next-steps summary, having it populate the review directly, and linking a customer conversation to that quarter's record so it counts toward the review. Real use surfaces two things worth having: the assistant scoring an account down for a manufacturer's issue rather than Pioneer's, which is exactly what a person editing the record is meant to catch, and a request that the review also capture what is happening in the customer's own business, not only what is visible in the CRM. Working a real account also exposes a live data issue in the ERP integration, handed to the team who owns it.
The engagement concludes. HubSpot operations continue in-house at Pioneer, who keep the Business Review system, the dashboard suite and the workflows built across the engagement.
Each quarter’s account review overwrote the last one. Reviews were held in fields that a new quarter simply replaced, so the history was destroyed as fast as it was made — a rep could not see what had been said about an account three months earlier, and nobody could look across quarters at all.
The reporting underneath had the same problem in a different form. Speed of response to a new customer was reading 1,991 hours — a number their own sales operations lead correctly refused to believe, and one that made the whole measure unusable rather than merely wrong. Duplicate records were meanwhile generating thousands of errors across the ERP integration.
Each quarter now survives. The review became a record in its own right, sitting on a pipeline, so a rep opening an account can see what was said about it last quarter and the one before — and the set can be read across, which was impossible while every new review overwrote the last.
The measurement underneath became usable in the same pass. Corrected at source, speed of response fell from a reading of 1,991 hours to roughly 44. Nothing about the work had changed; the number had been measuring the wrong moment and now measures the right one. A figure nobody believed became one people can act on.
And it was proven in their hands, not ours. Before the engagement closed, a branch rep took a live account end to end through the new system and completed roughly fourteen reviews in a sitting. Pioneer runs all of it in-house now — the review system, the dashboard suite and the workflows built across the engagement.
Pioneer’s quarterly account reviews were overwriting themselves and their speed-of-response metric read 1,991 hours, which nobody believed. We built the review as a proper object with its own pipeline so every quarter is kept, fixed the measurement at source — it landed near 44 hours — and cleared the duplicate records behind it. Their reps used it live on real accounts, and when the engagement closed they kept the whole system and now run it themselves.
Delivery
USS + VFT
Engagement
Feb – Aug 2026
Buyer role
Sales operations