Smarter Sales, Happier Customers: A CRM Success Story for Slimline Warehouse
Slimline Warehouse is a leading Australian manufacturer and distributor of retail display systems. As the business grew, so did the complexity of its sales and service operations.
To support this growth, Slimline partnered with Engaging.io to implement a fully integrated digital solution—leveraging Sales Hub Pro, Service Hub Pro, and CMS Hub Pro—to replace siloed systems with connected, automated workflows designed for scale.
The challenge
Despite rapid growth, Slimline’s internal processes hadn’t kept pace. Their tech stack was fragmented, and both sales and service teams were feeling the impact.
Sales reps were bogged down with manual lead assignments and lacked clear segmentation—often chasing unqualified leads. When team members were on leave, handovers were inconsistent, stalling deals and losing momentum.
Customer service faced similar hurdles. Tickets came in from multiple channels and were triaged manually, with no urgency logic or clear escalation path. High-priority requests were buried alongside routine queries, and staff absences meant customer issues often went unresolved.
Across the board, teams worked in isolation. Sales, service, and marketing used separate tools, and leadership lacked real-time visibility across the pipeline, ticket queues, or campaign performance—let alone how these insights tied into the Warehouse Management System (WMS).
"My experience with engaging.io has been fantastic. The knowledge and assistance that Varun and Vic brought to our business in getting set up with HubSpot has been so beneficial. The entire process has been pleasant and I am excited to see the new levels my team will achieve as a result of their hard work. I would recommend engaging.io to any business wanting to increase productivity and revenue. 10/10 service, very pleased with the entire journey."
Kelly, A
The Solution: A Unified Platform
To solve Slimline’s fragmented workflows, we delivered a connected HubSpot platform using Sales Hub Pro, Service Hub Pro, CMS Hub Pro, and Operations Hub. This wasn't just a CRM rollout—it was a multi-hub transformation that brought sales, service, and marketing into one cohesive system.
Within 12 weeks, we deployed tailored solutions that work seamlessly together, improving visibility, speed, and customer experience.
We automated lead management and aligned deal activity with warehouse data:
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Lead capture and routing with round-robin logic and leave handling
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Segmented Pre-SQL and SQL pipelines to keep reps focused on qualified leads
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Live stock syncing from the WMS to ensure accurate quoting
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Centralised deal records showing all contact and ticket activity
We built urgency and consistency into Slimline’s support process:
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Dual pipelines for General Support and Escalations
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Automated ticket routing with SLA timers
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Knowledge base integration for faster resolutions
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Linked tickets and deals for full customer context
To boost lead generation, we rebuilt Slimline’s web experience:
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20+ custom landing pages with CMS Hub templates
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Smart CTAs that adapt to visitor stage
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AI-assisted SEO copy and meta descriptions
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Seamless form integration feeding into Sales workflows
Behind the scenes, we created a real-time sync with the Warehouse Management System:
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Custom object mapping between HubSpot and the WMS
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Unified stock, order, and customer classification data
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Scalable setup to support future integrations
We automated lead management and aligned deal activity with warehouse data:
-
Lead capture and routing with round-robin logic and leave handling
-
Segmented Pre-SQL and SQL pipelines to keep reps focused on qualified leads
-
Live stock syncing from the WMS to ensure accurate quoting
-
Centralised deal records showing all contact and ticket activity
We built urgency and consistency into Slimline’s support process:
-
Dual pipelines for General Support and Escalations
-
Automated ticket routing with SLA timers
-
Knowledge base integration for faster resolutions
-
Linked tickets and deals for full customer context
To boost lead generation, we rebuilt Slimline’s web experience:
-
20+ custom landing pages with CMS Hub templates
-
Smart CTAs that adapt to visitor stage
-
AI-assisted SEO copy and meta descriptions
-
Seamless form integration feeding into Sales workflows
Behind the scenes, we created a real-time sync with the Warehouse Management System:
-
Custom object mapping between HubSpot and the WMS
-
Unified stock, order, and customer classification data
-
Scalable setup to support future integrations
The Results
Within just a few weeks of going live, Slimline Warehouse saw meaningful improvements across sales, service, and marketing. The connected multi-hub setup reduced manual admin, improved data visibility, and enabled faster decision-making at every level.
Sales reported a much shorter lead-to-deal cycle, driven by automation and cleaner qualification. Landing page performance improved after the CMS Hub relaunch, with stronger SEO and smoother user journeys. On the service side, structured pipelines and routing meant faster resolution, with high-priority issues no longer lost in general queues.
Managers replaced manual spreadsheets with real-time dashboards—unlocking faster pricing, stock planning, and performance insights.
Estimated outcomes include:
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Approx. 30% faster lead-to-deal cycle through automated lead handling and pipeline logic
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Estimated 15–20% increase in landing page conversions via CMS Hub and AI-supported SEO
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Roughly 25–30% reduction in ticket resolution time with clear queues and SLAs
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Zero missed enquiries during staff leave, thanks to automated ownership reassignment
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A shift from reactive reporting to real-time leadership dashboards across sales and service
The Impact
Moving to a unified HubSpot platform has transformed Slimline’s day-to-day operations. Teams now work in sync across Sales, Service, and CMS Hubs—resulting in more confident selling, faster support, and stronger customer relationships. Processes that once relied on memory are now automated and trackable, freeing staff to focus on high-value tasks.
Sales reps start each day with a clean, prioritised queue and real-time stock visibility, boosting productivity and win rates. The service team resolves issues quickly—even during staff leave—while leadership now has immediate access to insights that guide decisions.
Business impact includes:
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Sales team empowerment via clear deal queues and inventory-aware quoting
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Service reliability with structured escalation and continuity during holidays
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Leadership foresight through real-time dashboards tracking KPIs
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Customer satisfaction uplift via timely updates and accurate ETAs
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Platform scalability with infrastructure ready for future hubs like Commerce Hub
AI Usage
Slimline has adopted HubSpot’s native AI tools to boost efficiency, especially during the CMS rebuild and ongoing content optimisation. While AI isn’t yet used across every workflow, it played a practical role in accelerating delivery and reducing manual effort.
During the build of 20+ landing pages, the team used HubSpot’s AI Blog Writer and Content Assistant to create SEO-friendly copy, meta descriptions, and headlines—speeding up production and improving consistency.
As the platform matures, Slimline is well-positioned to expand its AI use across service, reporting, and lead prioritisation.
Confirmed AI usage includes:
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AI-generated SEO content and metadata for CMS Hub landing pages
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Content Assistant for faster page build and campaign delivery
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Readiness for future adoption in ticket handling, lead scoring, and analytics
Their approach has been practical and value-driven—using AI to save time today while preparing for smarter automation tomorrow.