An Australian provider of workplace mental health and employee assistance programs, working with employers and government.
Sales were frustrated and leads were getting lost
We came in through one of their team, who had worked with us at another business and brought us along after seeing the results there. Leads sat with no owner, and the alerts meant to catch them went to the wrong people or didn't arrive. When the one person who handed out leads went on leave, nobody else could step in. Organizations sharing one email domain kept overwriting each other's company records, and support requests from individuals landed in the sales pipeline. There were 552 tickets all with the same name.
Cleaned it up, then rebuilt how work moves
Fixed the forms
Organization details saved on the person, not the shared company, and an inquiry type on every form.
Sent each
inquiry to the right place. Leads by product to the lead manager, support requests straight to the client team.
Made cover easy
Clear names on every workflow, so changing who gets leads during leave is a quick change.
Tidied records and tickets
Merged duplicates, fixed notifications and set up a ticket process with owners.
Added an AI customer agent
HubSpot's customer agent answers common questions straight away and hands anything sensitive or complex to the right person.
Brought customer data across
Customer records imported from their old systems, so sales could see who was already a client.
Built lead scoring and nurture
A lead scoring model, nurture and re-engagement emails, and a dashboard to track them.
Before and after
Before
- Unassigned deals
- Missing alerts
- Records overwriting each other
- Support requests treated as sales
After
- Every lead has an owner
- Alerts reach the right person, with no duplicate or confusing notifications
- Each organization kept separate
- Support goes to the support team
A CRM the team relies on
Sales see their own leads and get the alerts they need. Support requests go to the people who can help. The team spends its time with clients, not fixing records.
Why it matters
Every inquiry has a clear owner and a clear next step, so nothing is missed and sales leaders can hold the team to it. Support requests reach the right people straight away, which matters when the person asking may be having a hard time.
Sounds like your setup?
Tell us what's going on. We'll show you where the quick wins are on the first call.