Seven ticket pipelines. One view of every customer.
A roofing contractor that had grown on HubSpot but ran each part of it on its own. Joining them up handed hours back to the team.
- Industry
- Roofing, residential and strata
- Platform
- HubSpot Sales and Service
- Connected
- Simpro
- Project lead
Harry Spicer-Short- Team
- 5 HubSpot users
01 The briefJoin up Sales Hub and Service Hub so every customer has one record and one journey, handle all service through one desk, and give the team reporting across all of it.
Customers repeating themselves at every step.
On Top Roofing Solutions is a roofing contractor for homes and businesses across NSW, with particular expertise in strata properties, the apartment and unit buildings managed on behalf of many owners. Five of its team use HubSpot, including the estimators.
After four years of solid growth on HubSpot, On Top's Operations Manager saw that customers were having a worse experience than they should, and satisfaction was slipping. Support requests ran through seven separate ticket pipelines, so a customer's history was split across them and people had to repeat themselves.
Response times were uneven and often slow, and strata clients with several units got scattered, confusing updates.
It stayed that way because each part of HubSpot was run on its own. Sales Hub managed deals without seeing service, and Service Hub handled tickets without seeing the rest, so nobody had the whole customer in front of them.
What On Top wanted
- One consistent voice. No more mixed messages to customers.
- Service requests handled faster. Less waiting and less chasing.
- Customers kept up to date. Clear progress on every project.
- Quicker responses. Replies that show the business is reliable.
Sales and service, on the same record.
Four steps, starting with the data both teams share and ending with dashboards that draw on all of it.
Connect sales and service
Data flowing between Sales Hub and Service Hub, so each customer has one record instead of pieces in different places.
Automate across both
Sequences that span both hubs, so each customer gets the message that fits the stage their job is at.
One service desk
A single service desk for email, SMS and phone, a knowledge base, and consistent communication at every point of contact.
Dashboards from everything
Management dashboards drawing on both hubs, to watch performance and keep improving the customer experience.
Simpro stays where the projects are. The integration brings the project data into HubSpot, so admin staff work in HubSpot and project managers stay in Simpro.
| The job | Before | After |
|---|---|---|
| Support requests | Seven separate ticket pipelines | One service desk |
| The customer record | Split between sales and service | One record both teams see |
| Follow-ups | Done by hand | Automated, so no opportunity is missed |
| Project data | Kept apart from HubSpot | Simpro connected, 100% of the data centralised |
One service desk where there were seven pipelines.
Customers telling their story twice?
What sits behind it.
The three parts of the build, as scoped.
Sales Hub, Deals, quotes and leads
- Deal pipeline improvements with forecasting.
- Quotes generated automatically, with approval workflows.
- Lead scoring, and a clear handover from sales to service.
Service Hub, One desk for every channel
- A service desk for email, SMS and phone.
- A knowledge base that suggests the right article.
- Customer health scoring, with automated steps when a score drops.
- Service level management, with escalation rules.
Automations, Messages that follow the customer
- Customer journeys mapped across every lifecycle stage.
- Personal messages triggered by service interactions.
- Segments built on behaviour from both hubs, for retention campaigns.
Each hub keeps its own job. Sales Hub is for winning the work: forecasting, quotes that go through approval, and lead scoring. Service Hub is for looking after the customer once the job is won: one desk, a knowledge base, health scores and service levels. What changed is the handover, which now happens on one record, between two hubs that can see each other.
Strata clients were the hardest case. A strata property can mean many units, and those clients had been getting scattered updates across them. With the customer's history on one record and communication running from one desk, their updates come from the same place as everyone else's.
Four principles the build ran on
One set of customer data
Every interaction connected across Sales Hub and Service Hub, so the whole journey is on the record.
Each hub keeps its own job
Sales Hub wins the job, Service Hub looks after the customer once it is won, and the handover happens on one record.
Journeys that span both
Workflows that send each customer what fits their stage and their history.
Measure across all of it
Health scores and service levels reported from the same records both hubs use.
Four goals. Here is what came of them.
What On Top asked for before the project started, and where it stood once it was live.
Goal 01
One consistent voice to customers
We set up a single service desk for email, SMS and phone, with sequences across both hubs sent by journey stage.
1
service desk, where there were seven ticket pipelines. Email, SMS and phone come into the same desk, so a customer’s history is no longer split and they do not have to repeat themselves.
Goal 02
Service requests handled with less effort
We built workflows and automations across Sales Hub and Service Hub, with service levels and escalation rules.
50%
fewer manual tasks, and 416 hours a year saved. That is 6 to 8 hours back every week, and On Top took on 10% more projects without adding staff.
Goal 03
Clients kept up to date on their project
We connected Simpro to HubSpot, so admin staff work in HubSpot and project managers stay in Simpro.
100%
of On Top’s data centralised. The latest project information is in front of everyone, with no errors from copying it across.
Goal 04
Faster responses
We automated follow-ups, set up quotes generated with approval workflows, and built lead scoring with clear handovers.
30%
better quote-to-job conversion. Follow-ups go out automatically, so the team responds faster and more quotes become jobs.
Put together, a customer now deals with one service desk and one record, where there were seven pipelines. Sales Hub wins the job, Service Hub looks after the customer once it is won, and the handover between them happens on the same record.
The team got 416 hours a year back and put them into other work: On Top took on 10% more projects without adding staff. The management dashboards draw on both hubs, so the team can see how the customer experience is going and keep improving it.
“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, On Top Roofing Solutions
Who ran it
Harry Spicer-ShortAI & Digital Strategist
Led the work to join the Sales and Service Hubs: one service desk, the automations, dashboards and Simpro link.
HubSpot Impact Award winner, Neighbourhood since 2023
Sales and service on different pages?
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