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Case Studies

Custom Migration Solution for Multi POS platform

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Custom Migration Solution for Multi POS platform
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Our client is a dynamic technology company with multiple Business Units delivering POS solutions and financial services. With six separate systems powering their operations, customer service was disjointed and inefficient. To scale sustainably, they needed a unified, enterprise-level platform to centralise data, automate workflows, and create a consistent customer experience across their growing business.

 

The problem

Operating across six Business Units, each with its own POS system, left the business managing fragmented data, manual workflows, and inconsistent customer experiences. Customer service teams had no single source of truth and no clear way to track tickets across systems.

Problem 1:

Six POS platforms created fragmented service data, making it difficult for teams to collaborate or get full visibility into customer issues.

Problem 2:

Service operations required Jira for ticket resolution, but the native HubSpot-Jira integration lacked the flexibility and robustness needed. Without a custom build, processes couldn’t scale.

The Solution

Engaging.io delivered a full-scale digital transformation using HubSpot Service Hub Enterprise as the foundation. We consolidated six POS systems into a single HubSpot instance, developed a custom six-pronged Jira integration, and rolled out service automation, ticket pipelines, and reporting dashboards across all Business Units. NPS surveys were introduced to capture customer feedback, and comprehensive team training ensured sustainable adoption.

The Strategic Plan
The Implementation
Standardise Support Across Business Units

  • Build consistent workflows and escalation paths across six teams.

  • Ensure service quality is predictable, regardless of which BU the customer interacts with.

Standardise Support Across Business Units
Standardise Support Across Business Units

  • Build consistent workflows and escalation paths across six teams.

  • Ensure service quality is predictable, regardless of which BU the customer interacts with.

Automate to Scale
Automate to Scale

  • Reduce manual triage and response overhead by automating ownership, priority tagging, and notifications.

  • Free up staff to focus on higher-value interactions.

Measure What Matters
Measure What Matters

  • Use custom dashboards and reporting to track performance across all BUs.

  • Close the feedback loop with NPS data and continuously refine service delivery.

Bridge the Gaps Between Platforms
Bridge the Gaps Between Platforms

  • Integrate Jira and HubSpot via a custom-built connector for seamless issue resolution across engineering and support teams.

  • Keep communication, tracking, and accountability flowing between systems.

The Implementation

The project unfolded as a carefully orchestrated transformation, bringing together six disparate POS systems under a single HubSpot Service Hub Enterprise instance. This centralisation gave the client one consistent platform for managing customer service data, ensuring every Business Unit could work with the same standards and visibility. At the same time, we developed a custom six-pronged Jira integration to replace the limitations of the native connector. This bespoke build enabled end-to-end tracking of customer issues between HubSpot and Jira, ensuring nothing slipped through the cracks and giving teams confidence that tickets were resolved efficiently.

Alongside this technical integration, we focused on service automation and standardisation. Workflows were designed to streamline ticket routing, escalate issues based on urgency, and feed real-time performance data into reporting dashboards. Data migration was handled with precision to ensure continuity during the transition, and we provided comprehensive training to internal teams so they could adopt HubSpot best practices with confidence. To close the loop with customers, we also set up automated NPS surveys, allowing feedback to be collected consistently and used to inform continuous improvement.

By combining platform consolidation, custom integration, automation, clean data, and training, we created a robust framework that not only solved the immediate challenges but also positioned the business for scalable, future growth.

The Impact and Results

The transformation didn’t just streamline support—it reinvented it.

  • All six POS systems consolidated into a single customer service hub.

  • Automation reduced manual tasks, increased efficiency, and eliminated duplication.

  • Resolution times improved, thanks to better ticket routing and ownership rules.

  • Real-time dashboards gave leadership a bird’s-eye view of team performance and customer experience.

  • Customer engagement improved with consistent service experiences and personalised touchpoints.

  • Data integrity and business continuity were preserved throughout, with minimal disruption during migration.

Most importantly, the business now has a scalable support engine that grows with them—across regions, products, and customer segments.

 

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