Support, Supercharged: A HubSpot-Powered Service Transformation (Clone)

Case Studies

Support, Supercharged: A HubSpot-Powered Service Transformation (Clone)

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In the world of payroll and HR tech, customer support isn’t just a backend function—it’s a critical part of the user experience. One established software provider knew their growing customer base needed a faster, more efficient, and more secure support journey.

So, they reimagined their Help Desk from the ground up—with automation, compliance, and real-time insights leading the charge.

The problem
HubSpot alone was not enough

On its own, HubSpot’s standard Company and Contact structure was not enough to support these requirements. HubSpot also fell short in supporting Achieve’s other main service offering – the provision of accommodation for Service Users.

Given the complexities of the structure of their business and their business information, Achieve was beginning to consider other CRM platforms – that is, until we introduced HubSpot Custom Object configurations.

Problem 1:

Achieve’s Service Users rely on other individuals, from family members to external service providers to assist them with decision-making relating to services provided. Given the pre-existing 1:1 contact relationship in HubSpot, it wasn’t possible for Achieve to keep track of those relationships.

Problem 2:

With the data spread across multiple sources, the business was finding it hard to report on the effectiveness of their marketing and service efforts. Because Achieve Australia was on a mission to grow and constantly improve as an organisation, they knew they needed to implement a CRM that better supported their business and their growth.

The solution

HubSpot Custom Objects

Sales and Marketing teams were already familiar with HubSpot for basic lead tracking and marketing activity. They could perform tasks quickly and easily, however, the out-of-the-box data structure was a deal-breaker. It seemed like other systems such as Salesforce and Dynamics would be able to solve for their needs. And until HubSpot launched its Custom Object functionality, this was true.

We were able to demonstrate various HubSpot Custom Object in-portal configurations for Achieve so they could find the structure that worked for them. During these demonstrations, it became clear that HubSpot with two additional Objects (Service Users and Accommodation) would fit their data structure requirements.

The Plan

The Strategy

Implement Service User and Accomidation custom objects

The process

We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used

Implement Service User and Accomidation custom objects

The process

We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used

Implement Service User and Accomidation custom objects

The process

We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used

Implement Service User and Accomidation custom objects

The process

We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used.
We first had to understand how Achives customers would influence how these custom objects would be used

Strategy goes here

The impact
This is a summary of the section

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