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C.E.W

Saving $75K Annually: A Non-Profit’s Journey to Smarter Membership Management

CEW
Services Used
Websites & Integrations Sales & CRM Marketing Hub
Solution
HubSpot Onboarding & Support
Project Manager
Jayden Hellyar
Project Location
Australia
Project Goals

Chief Executive Women (CEW), a prestigious organisation for female executives, faced significant challenges with their HubSpot implementation. After their previous HubSpot manager departed, no one at CEW knew how to effectively use the platform. Their existing partner, "Now We Collide," focused primarily on marketing and website management, leaving critical CRM functionality unsupported. This resulted in unreliable data, membership tracking issues, and a frustrating experience for both staff and members. Partnering with Neighbourhood, CEW aimed to transform HubSpot into their single source of truth, improve member experiences, and develop efficient internal processes to save time and reduce costs.
Tools Used
HubSpot-Logo

Their wants

01

Centralise all membership data in HubSpot, eliminating scattered spreadsheets to ensure consistent information across the organisation. 

02

Deliver a frustration-free member experience with reliable logins, streamlined payments, and intuitive self-service options.

03

Implement efficient automation to reduce administrative burden, saving staff time for mission-critical work.

Their needs

01

Overhaul data by merging duplicates, standardising information, and creating structured custom properties to track membership accurately. 

02

Build robust automation for complex workflows including nominations, renewals, and communications without manual intervention. 

03

Rebuild Member Hub with technical expertise to fix persistent login issues and create reliable integrations that restore confidence.

Identifying the problem

CEW struggled with fundamental data visibility issues in their HubSpot portal. Membership numbers were based on estimates rather than concrete data, and staff relied on spreadsheets to track critical information. Payments made by member assistants further complicated tracking, while members frequently complained about login and payment issues, consuming significant staff time. Without internal HubSpot expertise, CEW had no clear path to resolve these challenges. These inefficiencies not only created frustration for staff and members but also hindered CEW’s ability to operate efficiently as a non-profit organisation.

To address these issues, we developed a three-pronged approach: First, we conducted a comprehensive data cleanup to establish a reliable foundation, merging duplicates and standardising member information. Second, we rebuilt their member experience with improved login processes and automated communications. Finally, we created custom workflows to handle CEW’s unique processes, particularly their complex nomination system, transforming manual tasks into streamlined automated sequences.

Scope of works

Sales & CRM
  • Built 30+ custom properties to organise membership data and eliminate spreadsheet dependence.
  • Removed legacy Salesforce properties to establish HubSpot as the single source of truth.
  • Merged thousands of duplicate contacts to create accurate member profiles and relationships.
  • Standardised critical member data fields for consistent reporting and member management.
Marketing Hub
  • Automated email and login updates to maintain seamless member portal access.
  • Developed multi-stage nomination workflows with complex approval paths and conditional logic.
  • Created Leaders Program pipeline with integrated forms, emails and automated stage progression.
  • Automated critical communications to improve member experience and reduce staff workload.
Websites & Integrations
  • Redesigned login page to reduce errors and eliminate hours of weekly support.
  • Built HubDB solution for Member Directory to replace manual table maintenance.
  • Created real-time dashboards showing membership status, events and attendance metrics.
  • Implemented recurring billing to eliminate manual follow-ups for $137K in renewals.

The Plan

  • Data Cleanup & Organisation
  • Process Automation & Efficiency
  • Member Experience Enhancement
  • Custom Workflow Development

Data Cleanup & Organisation

  • We began by creating custom properties tailored to membership management while removing legacy Salesforce fields.

  • A comprehensive data cleanup followed, merging thousands of duplicate records and standardising critical information across all member profiles.

  • This meticulous restructuring transformed HubSpot into CEW’s definitive single source of truth, enabling confident decision-making based on reliable data.

     

Process Automation & Efficiency

  • Recognising that staff time is CEW’s most precious resource, we analysed administrative processes to identify automation opportunities.

  • By converting manual data entry, follow-ups, and repetitive tasks into automated workflows, we reclaimed countless hours previously lost to routine administration.

  • This allowed the team to redirect their energy toward mission-critical activities and member engagement.


 

Member Experience Enhancement

  • To address member frustrations, we rebuilt the Member Hub, fixing login issues and streamlining payment processes.

  • Automated email updates ensured members always had access to their accounts, while the redesigned login page reduced errors and support requests.

  • These changes restored member confidence and significantly improved their experience.

     

Custom Workflow Development

  • We developed workflows tailored to CEW’s unique needs, including their complex nomination process.

  • This system, which previously required extensive manual intervention, now runs smoothly through HubSpot, demonstrating the platform’s adaptability to even the most intricate organisational requirements.

Screenshot 2025-04-04 at 9.39.20 am

The Strategy

  • Focusing on Time Saving
  • Prioritising Data Accuracy
  • Streamlining Complex Processes
  • Building for Non-Profit Efficiency
  • Creating Sustainable Solutions

Focusing on Time Saving

  • By automating repetitive tasks, we saved CEW 29 hours per week, allowing staff to focus on high-value activities.

     

Prioritising Data Accuracy

  • Our data cleanup efforts ensured CEW could rely on HubSpot as their single source of truth, eliminating errors and inconsistencies.

Streamlining Complex Processes

  • We simplified CEW’s nomination and renewal workflows, reducing administrative burden and improving efficiency.

  • Created a workflow that tracks dates for how long people have been members for.

Building for Non-Profit Efficiency

  •  Every solution was designed with CEW’s non-profit status in mind, focusing on cost savings and operational sustainability.

 

Creating Sustainable Solutions

  • The systems we implemented are scalable and adaptable, ensuring CEW can continue to grow without additional technical challenges.

 
Workflow created that tracks dates for how long people have been members for.

The Results

$75K

Annual cost savings

$137K

In automated renewals

 

29hrs

Of weekly time savings

With Neighbourhood's help, CEW achieved remarkable improvements in their operational efficiency. The 29 hours of weekly time savings translates to 1,508 hours annually, representing $75K in annual cost savings. The automation of renewal follow-ups for $137,262.50 worth of memberships eliminated a significant administrative burden.

By addressing their data integrity issues and building automated, sustainable systems, we helped CEW not only resolve their immediate challenges but also set them up for continued operational excellence.

Every process we implemented for CEW was designed to save time and reduce costs, whether from manual staff tasks or external software expenses. As a non-profit organisation, this focus on operational efficiency directly supports their ability to fulfil their mission.

The most significant impacts came from:

- Data consolidation & reporting (10 hours/week saved)
- Data accuracy improvements (10 hours/week saved)
- HubDB updates & Member Hub fixes (6 hours/week saved)
- Privacy settings optimisation (3 hours/week saved)

Additionally, the complex Member Nominations process, which requires multiple forms, approvals, and committee reviews, now runs seamlessly through HubSpot. This demonstrates our ability to adapt the platform to CEW’s unique organisational needs.

 

Conclusion

This project wasn’t just about solving immediate technical problems, it was about empowering CEW to operate more efficiently as a non-profit organisation. With clean data, automated processes, and streamlined member experiences, CEW can now focus on their mission rather than administrative challenges.

Despite the organisation’s frequently changing staff and priorities, we successfully delivered solutions that save time, reduce costs, and improve the experience for both staff and members. The foundation we’ve built will continue to support CEW’s operations for years to come, demonstrating the power of thoughtful HubSpot implementation for non-profit organisations.

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