Building a 360° View of Customer Communication with Fathom & HubSpot Integration

Challenge

• Important customer interactions were getting trapped in individual inboxes and not captured coming out of video calls.

• Meeting notes and next steps were either not capture or not shared in a central place, making it difficult for the team to access context—especially if someone was out on PTO. As a result, handoffs between sales and customer service felt fragmented and risky, and in general accountability for tasks suffered.

Approach

• I integrated Fathom Notetaker with HubSpot, automatically syncing meeting recordings, summaries, and action items to each Deal object.

• I also configured our sales team's email inboxes to sync with HubSpot, allowing emails and meeting notes to live side-by-side in a shared view.

• This created a single, easy-to-access record of every customer conversation, available to the full team at any time.

Result

We eliminated information silos, improved internal collaboration, and created a smoother customer experience at every handoff. Now, every team member can pick up where the last one left off—with full context from previous meetings and emails, and we can focus on what we love doing, offering engineering expertise with the full knowledge that the details from the conversation are being taken care of and stored in a centralized place.

Before

• Meeting notes were siloed in individual inboxes, making key information hard to access across the team.

• If a team member was on PTO or left the company, customer context could be lost.

• No centralized view of customer conversations across meetings and emails, leading to disjointed handoffs and onboarding.
  

After

• Integrated Fathom Notetaker to automatically sync meeting recordings and summaries directly to each Deal object in HubSpot.

• Enabled real-time visibility into customer conversations, giving every team member access to meeting insights, action items, and history.

• Configured sales team inboxes to sync with HubSpot, consolidating all customer emails alongside meeting notes for a true 360° view.