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On Top Roofing Solutions

How We Transformed On Top Roofing Solutions' Customer Experience: 87% Faster Response Times Using HubSpot

On Top Roofing Solutions
Services Used
Websites & Integrations Sales Hub HubSpot Guided Onboarding Service Hub
Solution
HubSpot Optimisation & Support
Project Manager
Harry Spicer Short
Project Location
Australia
Project Goals

On Top Roofing Solutions represents the evolution of Australian trade businesses, a forward-thinking roofing contractor serving residential and commercial clients across NSW with specialised expertise in complex strata property management. With 5 HubSpot users including estimators managing intricate client and supplier relationships, they had achieved solid growth over four years but recognised they were barely scratching the surface of HubSpot's potential. We were engaged when the Operations Manager made a pivotal realisation: their siloed approach to HubSpot was creating customer experience gaps that threatened their reputation and growth trajectory. With declining customer satisfaction and missed opportunities, they needed comprehensive platform integration to transform from reactive service provider to proactive customer experience leader. Our mandate: orchestrate seamless integration across all HubSpot hubs to create a unified ecosystem driving measurable business transformation.
Tools Used
HubSpot-Logo simPRO miro-2-1 Zapier_logo.svg-1

Their wants

01

Consistent customer communication eliminating mixed messages and confusion

02

Streamlined service request handling reducing response time frustrations

03

Enhanced project progress visibility keeping clients informed and engaged

04

Faster response times demonstrating professionalism and reliability

Their needs

01

Unified cross-platform customer journey orchestration eliminating experience gaps

02

Strategic hub integration leveraging each platform's unique strengths synergistically

03

Advanced analytics ecosystem providing actionable insights across all touchpoints

04

Scalable platform architecture supporting ambitious growth and expansion initiatives

Identifying the problem

On Top Roofing Solutions's platform utilisation challenge was multifaceted and deeply impactful. Seven disconnected ticket pipelines prevented unified customer journey tracking, creating frustrating experiences where customers repeated information across different touch points. Response times were inconsistent and often lengthy, while strata property clients received fragmented communication across multiple units, creating confusion and dissatisfaction. Most critically, they were operating HubSpot hubs in isolation, Sales Hub managing deals without service context, Service Hub handling tickets without marketing insights. This fragmented approach was causing missed opportunities, customer frustration, and inability to leverage HubSpot's comprehensive platform capabilities for competitive advantage in their market.

Scope of works

Sales Hub

  • Advanced deal pipeline optimisation with sophisticated forecasting models, automated quote generation with approval workflows

  • Intelligent lead scoring with qualification frameworks, and seamless handoff protocols ensuring no opportunities fall through cracks.

Service Hub

  • Unified omnichannel service desk orchestrating email, SMS, and phone communications, comprehensive knowledge base with smart content recommendations.

  • Created proactive customer health scoring with automated intervention workflows, and SLA management with escalation protocols.

Automations

  • Automated customer journey mapping spanning all lifecycle stages, personalised communication sequences triggered by service interactions.

  • Advanced segmentation utilising cross-hub behavioural data, and nurturing campaigns designed for retention and expansion.

The Plan

  • Hub Integration Foundation
  • Cross-Platform Automation Development
  • Customer Experience Optimisation
  • Analytics and Continuous Improvement

Hub Integration Foundation

  • Established seamless data flow between Sales and Service.

  • Creating unified customer records and eliminating information silos that were fragmenting customer experiences.

     

Cross-Platform Automation Development

  • Developed sophisticated automation sequences spanning multiple hubs, ensuring customers receive appropriate communications and interventions based on their journey stage and interaction patterns.

Customer Experience Optimisation

  • Implemented unified service desk, knowledge base, and communication orchestration.

  • This create consistent, professional customer interactions across all touch points and channels.

     

Analytics and Continuous Improvement

  • Built executive dashboard ecosystem utilising data from all hubs.

  • This enabled real-time performance monitoring and strategic optimisation of customer experience initiatives.

The Strategy

  • Cross-Hub Data Unification
  • Platform Synergy Optimisation
  • Customer Journey Orchestration
  • Performance Analytics Integration

Cross-Hub Data Unification

  • Implemented comprehensive data strategy connecting customer interactions across Sales and Service Hubs.

  • Created single customer view with complete journey visibility enabling personalised experiences at every touchpoint.


 

Platform Synergy Optimisation

  • Leveraged each hub's core strengths while creating seamless handoffs: Sales Hub for opportunity optimisation, Service Hub for customer success, creating unified customer experience ecosystem.


 

Customer Journey Orchestration

  • Designed integrated workflows spanning multiple hubs.

  • This ensured customers receive contextually relevant communications and interventions based on their current stage and complete interaction history.

Performance Analytics Integration

  • Built comprehensive measurement framework tracking customer success metrics across all hubs.
  • This enabled data-driven decision making and continuous optimisation of customer experience initiatives.

 

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The Results

416

Hours saved annually

30%

Increase in quote-to-job conversion rates

 

50%

Reduction in manual tasks through automation

 

Neighbourhood’s optimisation of the HubSpot platform transformed On Top Roofing Solutions' operations. Within weeks, the streamlined system reduced manual tasks by 50%, saving the team 6-8 hours per week (416 hours annually). This allowed them to focus on strategic initiatives, increasing project throughput by 10% and enabling them to take on more work without additional resources.

The improved quote-to-job process boosted conversion rates by 30%. By automating follow-ups and refining workflows, the team responded faster and more effectively to client needs, ensuring no opportunities were missed. The integration with Simpro centralised 100% of their data, eliminating errors and providing real-time access to critical information. With everything in one place, the team worked smarter, made better decisions, and delivered a seamless client experience.

The Impact

Neighbourhood transformed how we operate. Admin staff now work in HubSpot, project managers in Simpro, with no useless crossover, it’s perfect. Workflows and dashboards saved me 6-8 hours a week, and customer communication is seamless with regular updates. They listened, clarified everything, and were as excited as I was.

 

Larissa Laughton
Director

Conclusion

Neighbourhood partnered with On Top Roofing Solutions and showcased how strategic hub orchestration creates exponential value beyond individual platform capabilities. The solution exemplifies platform excellence through strategic integration of Sales and Service Hubs, creating unified customer experiences that drive measurable business impact while positioning On Top Roofing Solutions as the customer experience leader in their competitive market.

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