Every vacant room, live on the website.
A disability accommodation provider with no easy way to show which rooms were free. Now the website shows it as it changes.
- Industry
- Disability support services
- Platform
- HubSpot Sales, Service, Marketing, CMS
- Scope
- Custom objects, live listings
- Project lead
Sophie Costello- Location
- NSW and Queensland
01 The briefGet HubSpot working for Achieve again, put every available home and room on the website where people can find it, and give the sales team a faster way to answer the enquiries that follow.
A room free, and no easy way to say so.
Achieve Australia has provided accommodation and services to people with disability since 1952. It is registered with the NDIS, the National Disability Insurance Scheme, and runs homes across Sydney, the Northern Rivers and South East Queensland.
When a room came free, the people looking for one had no easy way to find out. The website had nowhere to browse homes, so every enquiry about what was available, where and for whom became a conversation, and the sales team spent its time on back-and-forth just to share the basics.
HubSpot was meant to help, and it was not. The setup had drifted, the records did not agree with each other, and the property management system beside it was out of date.
Nobody could fix it from inside, because the know-how had left. The people who set up Achieve's HubSpot had moved on, and the team that inherited it had never been shown how it worked.
| The job | Before | After |
|---|---|---|
| Seeing what is available | Ask the team, then wait for an answer | Browse every home and room on the website, with filters and a map |
| Keeping availability current | Hard to communicate to the people asking | Updated in HubSpot, shown on the website straight away |
| Answering an enquiry | Back-and-forth to share basic information | Routed to the right staff member, with the details already on the page |
| Running HubSpot | The knowledge left with the people who built it | The team retrained, with reports on availability and sales |
What Achieve asked for
- Get more out of the HubSpot they had. The setup had drifted, and the people who built it had moved on.
- A better way to find a home. Every available home and room on the website, where people can find it themselves.
- A sales tool with less back-and-forth. A faster way to answer the enquiries that follow.
- More enquiries for the homes that have room.
Update it once, and the website knows.
Every home and every room is a record in HubSpot. Change one, and the listing on the website changes with it, without a developer.
Four parts, one set of homes.
An audit came first, then the build, then training and the reports. The work went into four parts of HubSpot, all reading the same property and room records.
The records and pages
Where every home and room is kept, and shown.
- Custom objects for properties (locations) and rooms (occupancies)
- Dynamic pages that update with the latest property and room details
The website
Where people with disability find a home.
- A dynamic site showing available homes and rooms
- The Google Maps API for locations and searching
The sales team
Faster answers, with less back-and-forth.
- Availability and enquiries in one view for the team
- Less back-and-forth with every client
The enquiries
Every enquiry reaches the person who can answer it.
- Service queues and routing rules
- Workflows for accommodation enquiries
- Views, reports and dashboards for availability
It started with an audit. Achieve came to us with a property management system that had fallen out of date and a HubSpot nobody on the team had been shown how to run. We went through the portal to find where the trouble started, and what came out of it was clear: they needed a better way to manage which homes had room, and to tell people about it.
Then the design and the build. Every available property and room would be indexed in HubSpot, with custom objects holding the detail of each one, and pages on the website built to read from those records. The team changes a property in HubSpot and the website shows the change, with no developer in between.
The rollout was planned around the team's day. Existing data was migrated into the new records with as little disruption as we could manage, training sessions gave the team what they needed to run it, and support carried on after launch, for the questions people only think of once they are using it.
Reporting came last, once the system was running: reports in HubSpot to track opportunities, keep an eye on which rooms are free and see how the whole thing is performing, with room to keep improving it as Achieve's needs change.
The four principles we worked to
Keep the property data in HubSpot
A record for every property and room, with location, size, amenities and video tours, kept current by the team.
Make the search easy
Pages that show what is free, with search and filters built to be accessible and simple to find your way around.
Give the sales team the answers
Availability one lookup away, so nobody has to chase a colleague, and reports to guide marketing and where rooms go.
Build it to keep changing
Set up to take new features and integrations as Achieve grows, with the training to look after it.
People find the room on the website, and the team answers faster.
Availability still shared one email at a time?
Four goals. Where each one ended up.
What Achieve Australia asked for at the start, and how each one looked once the listings were live.
Goal 01
Get more out of the HubSpot they already had
We audited the portal, reorganised the setup so the records agree, and retrained the team on how to use it.
4
parts of HubSpot in use, all reading the same property and room records. The team that inherited the portal was retrained to run it. They update the property data without a developer, and have reports on availability and sales.
Goal 02
A better way for people with disability to find a home
We built a page for every home and room on HubSpot CMS, with search, filters and Google Maps.
Live
listings for every available home and room, updated as they change. People can search by suburb or postcode, switch to a map, and see how many rooms are free in each home before they get in touch.
Goal 03
A sales tool that closes deals with less back-and-forth
We put availability in front of the sales team, and set up service queues that route each enquiry to the right person.
1 lookup
to see what is available, so nobody has to chase a colleague. Each enquiry goes through a service queue to the person at Achieve who can answer it, and the sales process is quicker, with far less going back and forth.
Goal 04
More enquiries for the homes that have room
We built listings people can browse at any hour, with the enquiry going straight to Achieve's team.
10×
the enquiries, handled with less effort. The answers to the first questions are already on the website, so the same team can handle up to ten times as many enquiries.
A room coming free at Achieve Australia is now something people can find on the website. The team updates it once in HubSpot, the website shows it, and the enquiry that follows reaches the right person.
The point of all of it was to help Achieve Australia serve their community better, and that is the part of this project we are proudest of. The setup is built to take on new features and integrations as Achieve grows.
“It has been a great experience working with the Neighbourhood team. Sophie helped us to implement a more streamline process for our sales management in HubSpot. Very accommodating and knowledgeable, Sophie always goes above and beyond to ensure we have the best solutions for our problem with HubSpot. Thank you and go NBH team!!”
Tina N.
Digital Database Specialist, Achieve Australia
Who ran it
Sophie CostelloAI & Digital Strategist
Led the HubSpot audit, the property and room records, the pages that read them and the sales reports.
HubSpot Impact Award winner, Neighbourhood since 2023
Inherited a HubSpot nobody showed you how to run?
The neighbours next door.
The closest builds to this one, ranked by industry, HubSpot hub and service.