Office in HubSpot, crews in Simpro. No double entry.
A NSW roofing contractor whose HubSpot had grown one pipeline at a time. Rebuilt, the same office now handles three times the work.
- Industry
- Residential and commercial roofing
- Platform
- HubSpot Sales and Service, Simpro
- Scope
- 4 custom objects, Simpro integration
- Project lead
Harry Spicer-Short- Location
- NSW, Australia
01 The briefClean up the portal, replace the ticket pipelines with a structure that fits how a roofing business works, and rebuild the Simpro connection so nobody has to enter the same job twice.
Seven pipelines, and none of them talking.
On Top Roofing Solutions roofs homes and commercial buildings across NSW, including strata properties, where one building holds many separately owned units. Five people run the office, estimators included.
The team had built its own HubSpot over four years. Its work ran through seven separate ticket pipelines, and Simpro, the job management system its project managers use, reached HubSpot through old Zapier connections that left out more than 15 of the data points the office needed.
So the office typed things twice. More than 15 hours a week went on manual data entry, staff switched between systems all day, and nobody could track how many quotes became jobs, because the records for each were never joined up. Strata work was the hardest part: every unit needed a workflow of its own. In the rainy season, when all hands were on deck
, the system slowed everyone down.
It stayed that way because it grew one fix at a time. Each pipeline was added when a need came up, which works until there are seven. With plans to expand across regional NSW in the next 12 to 18 months, the Operations Manager could see the setup would not carry a bigger business, and called us in.
Where it stood
- 7 ticket pipelines. Each built on its own, with no link between them.
- 15+ Simpro data points missing. The integration never brought them across to HubSpot.
- 15+ hours a week of data entry. Spread across a five person office.
- 5.2 days from quote to approval. With no way to see which quotes turned into jobs.
Each team in its own tool, one set of facts.
The fix was never moving anyone. Project managers stayed in Simpro, the office stayed in HubSpot, and the data now travels between them on its own.
The middleware is the part that had been missing. It pulls the Simpro data points the old connection skipped, and handles errors, retries and conflicts itself, so a failed sync is retried instead of waiting for someone to spot it. The 48 hour delays the old connection had are gone.
Built around the job, not the ticket.
Tickets are built for support requests. A roofing job has a site, a quote, the services on it and, for NSW residential work, HBCF, the Home Building Compensation Fund cover. Each of those became a record of its own.
Four custom objects
Services, Quotes, Sites and HBCF, associated with each other both ways, with calculated fields that pass data down to the records related to them.
The Simpro connection, rebuilt
Zapier workflows and custom API calls bring across 15+ Simpro data points the old integration missed, with error handling, retry logic and automatic conflict resolution.
A 12 stage quote lifecycle
Workflows move each quote through twelve stages, assign tasks and escalate when something stalls, using branch logic, webhooks and custom code actions where the standard steps run out.
Testing and training
The whole system tested and tuned, then the team trained on it.
Objects came first on purpose. The integration and the workflows both write to those records, so the structure had to be settled before either could be built.
Before, and after
Quote to approval
5.2 days before. 1.8 days now, 65% faster.
Manual data entry
15+ hours a week before. None now: manual data entry has been eliminated.
Simpro data in HubSpot
15+ data points missing before, with 48 hour delays. All of them synced now, as they change.
Two systems, two teams, one version of every job.
Typing the same job into two systems?
Four goals. Here is what came of them.
What On Top Roofing asked for before the project started, and where it stood once it was live.
Goal 01
A cleaner portal, with less confusion
We replaced seven ticket pipelines with four custom objects, Services, Quotes, Sites and HBCF, joined to each other both ways.
99.5%
data accuracy across all integrated systems. Conflicts between the systems are resolved automatically, so the office works from one version of every job.
Goal 02
Quote management that keeps up in busy periods
We built a 12 stage quote lifecycle, with tasks assigned and stalled quotes escalated automatically.
1.8
days from quote to approval, down from 5.2. That is 65% faster. A stalled quote is escalated on its own, where the rainy season used to slow everyone down.
Goal 03
A Simpro integration to replace the old Zapier connections
We built middleware on Zapier workflows and custom API calls, with error handling, retries and conflict resolution.
15+
Simpro data points synced, and the 48 hour delays gone. The data the old connections left out now reaches HubSpot as it changes, and a failed sync is retried without anyone having to spot it.
Goal 04
Less manual admin taking up the team’s time
We built workflows with branch logic, webhooks and custom code actions, fed by the integration.
100%
of manual data entry eliminated, and 85% less manual intervention. The 15 hours a week of admin tasks are gone, and the office no longer types the same job into two systems.
Put together, the same five person office can now carry three times the work without adding staff. Admin works in HubSpot and project managers in Simpro, and neither team has to cross into the other’s system to get what it needs.
On Top plans to expand across regional NSW in the next 12 to 18 months, on the same HubSpot and Simpro setup.
Who ran it
Harry Spicer-ShortAI & Digital Strategist
Led all four phases: the custom objects, the Simpro connection, the quote workflows and the training.
HubSpot Impact Award winner, Neighbourhood since 2023
HubSpot grown one pipeline at a time?
The neighbours next door.
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