Upgraded Sales and Service Processes via HubSpot for an Australian Online Automotive Sales Client

Case Studies

Upgraded Sales and Service Processes via HubSpot for an Australian Online Automotive Sales Client

Narrate this article

0:50

Industry

Automotive & Transport

HubSpot Licensing

Sales Hub Professional, Service Hub Professional, Marketing Hub Professional

About the business

Our client for this case study is an Australian based company that strives to transform the way we buy and sell used cars. Their business is 100% online, simplifying the process of buying and selling quality used cars from the comfort of your own home.

Project Timeline

2–3 months

This Australia-based online car retailer is redefining the way Aussies buy and sell used cars. 100% digital and hassle-free, their platform allows customers to handle the entire car-buying journey—from selection to delivery—without leaving the couch. But behind the scenes, their tech stack was anything but smooth. Juggling spreadsheets, Trello, and Mailchimp left their team buried in busywork and manual processes. That’s where Engaging.io and HubSpot stepped in to steer things in a better direction.

The problem

The client was growing fast, but their tools weren’t keeping pace. Their fragmented systems made collaboration clunky, data disjointed, and scaling difficult.

Problem 1:

Sales and service were being tracked in Google Sheets with custom formulas that were notoriously unreliable—frequently breaking and causing major friction. Trello was being used to manage vehicle status, but syncing it with their sheets added another layer of complexity and error.

Problem 2:

Marketing campaigns were handled through Mailchimp, meaning yet another disconnected system in their stack. This fragmentation made it hard to get a true "source of truth" across departments—and was costly in both time and missed opportunity.

The Solution

Engaging.io delivered a complete systems overhaul using HubSpot’s Sales, Service, and Marketing Hubs.

We replaced manual spreadsheets and boards with structured pipelines: one for B2C buyers, the other for car owners selling back to the business (C2B). These pipelines now reflect the real-world car sale lifecycle, ensuring better oversight and efficiency.

To support after-sales and returns, we implemented a custom ticketing pipeline using Service Hub. This manages logistics for car delivery, the customer’s 7-day trial, and any return processes—creating a seamless, accountable service handover.

On the marketing side, we created branded email and landing page templates inside HubSpot and retired Mailchimp altogether. Cart abandonment data was brought into HubSpot to automate follow-up emails, reactivating cold leads and boosting conversion rates.

The Strategic Plan

The Implementation

Create One Source of Truth

Smarter Pipelines, Smoother Journeys

Empower Teams To Drive Themselves

Create One Source of Truth

Moved all sales, service, and marketing processes into HubSpot to eliminate silos.
Retired Trello, Mailchimp, and those unreliable spreadsheets, reducing both costs and complexity.
Established HubSpot as the single, reliable home for customer data and reporting.

Create One Source of Truth

Moved all sales, service, and marketing processes into HubSpot to eliminate silos.
Retired Trello, Mailchimp, and those unreliable spreadsheets, reducing both costs and complexity.
Established HubSpot as the single, reliable home for customer data and reporting.

Smarter Pipelines, Smoother Journeys

Built two tailored sales pipelines—one for B2C buyers and one for C2B sellers—to reflect the real-life paths customers take.
Introduced a service ticket pipeline to manage delivery, 7-day trials, and returns, ensuring a seamless handoff from sales to service.
Automated tasks and notifications to remove manual work and keep deals moving forward without friction.

Empower Teams To Drive Themselves

Delivered flexible, on-brand templates for emails and landing pages so the marketing team could create campaigns independently.
Centralised cart abandonment data in HubSpot and automated follow-up sequences, unlocking a new stream of recovered sales.
Freed up staff from admin headaches, giving them more time to focus on customers and growth.

The Implementation

To bring the new strategy to life, we started by rebuilding the sales process directly inside HubSpot using the Deals object. This allowed us to eliminate the fragmented approach of Google Sheets and Trello, and instead offer a centralised, structured pipeline that mirrored their real-world sales stages. We configured task automation, deal stage progression, and internal notifications to ensure nothing slipped through the cracks—making collaboration between teams significantly more effective.

For the service side, we developed a bespoke ticketing pipeline in Service Hub to manage critical post-sale stages such as car delivery, the 7-day trial, and potential returns. This not only created accountability across touchpoints but also ensured that the handoff from sales to service felt seamless for both staff and customers.

Marketing received a much-needed upgrade as well. We designed and implemented brand-aligned email templates and landing page modules directly within HubSpot, giving their internal team full control to build and launch campaigns independently. To support their e-commerce experience, we also migrated their cart abandonment data into HubSpot. This enabled them to automate follow-up workflows and recover leads who previously dropped off, directly boosting their re-engagement efforts.

Throughout the process, we focused on future-proofing. Training was delivered to ensure internal teams were confident in using the system long after go-live. The entire setup was intentionally designed to scale with the business, ensuring that their HubSpot environment could adapt as the company continues to grow.

The Impact and Results

With HubSpot at the wheel, our client now operates a streamlined, connected, and future-ready sales and service engine.

Short-Term Wins:

Team alignment between sales and service functions improved dramatically, with better transparency and fewer dropped balls.
Sales tracking is now centralised and easy to report on—no more broken formulas or redundant admin work.

Long-Term Gains:

Their marketing team is now self-sufficient in building campaigns and landing pages, cutting turnaround time significantly.
Reducing their tech stack (goodbye Mailchimp and Trello) means fewer tools to manage, less maintenance, and lower costs.
Automation of cart abandonment workflows has opened up a new revenue stream, reactivating leads that would’ve otherwise been lost.

Together, we didn’t just plug leaks—we gave them an entirely new engine.

This is a testimonial from the client in the case study. If there is no testimonial the testimonial will not appear. We also need to make sure the testimonial is not too long - short and to the point is best!

Brian Brown
CEO, Achieve Australia