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Outback Insurance Brokers

The Strategy That Saved a Small Business 20 Minutes Per Policy and Centralised 100% of Their Data with HubSpot

Outback-IB-Logo
Services Used
Sales Hub Marketing Hub Ops Hub
Solution
HubSpot Onboarding & Support
Project Manager
Harry Spicer Short
Project Location
Australia
Project Goals

Outback Insurance Brokers was struggling to manage their operations effectively. With no CRM in place, the team relied on Excel sheets and personal email inboxes to track communications and manage policies. If a staff member was on leave or left the company, management had no visibility into their work or access to critical client information. Additionally, their policy and renewal tracking system, Insight, was disconnected from their manual processes, forcing the team to double-handle data and waste valuable time. Recognising the need for a centralised system, Outback partnered with Neighbourhood to onboard HubSpot, optimise their sales and renewal processes, and build an API to integrate Insight with HubSpot. The goal was to create a single source of truth, automate manual tasks, and provide Outback with the visibility and reporting needed to grow the business.
Tools Used
HubSpot-Logo

Their wants

01

A fully functioning CRM to centralise all client and policy data.

02

An API to integrate Insight with HubSpot, eliminating double-handling of data. 

03

Automation to reduce manual admin tasks and improve efficiency. 

04

Visibility into team activities and sales opportunities through real-time reporting.

Their needs

01

Guided onboarding into HubSpot, covering sales and marketing tools. 

02

A streamlined sales and renewal process with automation to save time. 

03

A system to track and manage policies, renewals, and client communications in one place. 

04

Improved client communication through automated updates and reminders.

Identifying the problem

Outback Insurance Brokers faced significant operational inefficiencies due to their reliance on manual processes. Without a CRM, the team used spreadsheets and personal email inboxes to manage client and policy data, leading to: Data silos: Management lacked visibility into team activities and client communications. Double-handling of data: The disconnected Insight system required manual updates, wasting time and increasing the risk of errors. Inefficient workflows: Policy renewals and client communications were time-consuming and inconsistent. These challenges not only slowed the team down but also limited their ability to scale and provide a seamless client experience.

Scope of works

Sales & CRM
  • Conducted 10 onboarding workshops to introduce Dan and his team to HubSpot, covering CRM, sales, and marketing tools.
  • Re-mapped the sales, renewals, and claims processes to identify inefficiencies and automate repetitive tasks.
  • Implemented new pipelines to streamline workflows, automate follow-ups, and improve deal tracking.
  • Created branded email templates for automated client communication, enhancing the customer experience.
Marketing Hub
  • Built automated workflows to handle key tasks, such as renewal reminders, quote follow-ups, and task notifications for new leads.
  • Designed custom dashboards to provide real-time insights into sales velocity, deal values, and team activities.
  • Enhanced client communication with automated service updates triggered by key milestones, ensuring timely and consistent engagement.
Websites & Integrations
  • Developed a custom API to integrate Insight with HubSpot, automating the creation of contacts, companies, and policies.
  • Enabled two-way data syncing between Insight and HubSpot, ensuring data integrity and eliminating double-handling.
  • Automated policy renewal tracking in HubSpot, with reminders triggered 45 days before key dates to help the team close sales faster.

The Plan

  • Discovery & Analysis
  • Design and Development
  • Implementation and Training

Discovery & Analysis

  • We began by analysing Outback’s existing processes to identify pain points and opportunities for improvement.

  • This included reviewing their manual workflows, mapping out their sales and renewal processes, and assessing the gaps between Insight and their current operations.

Design and Development

  • Based on our findings, we designed a streamlined system in HubSpot, complete with new pipelines, automated workflows, and reporting dashboards.
  • The API integration was developed to ensure seamless data flow between Insight and HubSpot, reducing manual admin and improving data accuracy.

 



 

Implementation and Training

  • We implemented the new system in phases, starting with onboarding workshops to familiarise the team with HubSpot.

  • Once the pipelines and automation were in place, we provided recorded training sessions to ensure the team could use the system independently.

     

     

dashboard

The Strategy

  • Centralising Data
  • Automating Processes
  • Improving Visibility
  • Enhancing Client Communication

Centralising Data

  • By integrating Insight with HubSpot, we created a single source of truth for all client and policy data.

  • This eliminated the need for spreadsheets and manual updates, saving time and reducing errors.

     

     

Automating Processes

  • We automated key tasks, such as policy creation, renewal reminders, and follow-ups, freeing up the team to focus on higher-value activities.

     

Improving Visibility

  • Custom dashboards provided Outback Insurance Brokers with real-time insights into sales velocity, deal values, and team activities.

  • This visibility allowed them to make data-driven decisions and track performance effectively.

     

Enhancing Client Communication

  • Automated emails and task notifications ensured clients received timely updates, while the team was reminded to follow up on key opportunities.

  • This improved the customer experience and increased engagement.

 

The Results

20mins

Saved per policy

100%

Centralisation of data within HubSpot

 

Better

Visibility into sales opportunities

With Neighbourhood’s help, Outback Insurance Brokers experienced a dramatic transformation in their operations. The integration of Insight with HubSpot saved 20 minutes per policy, significantly reducing admin time and allowing the team to focus on high-value activities.

The 100% centralisation of data within HubSpot eliminated the need for spreadsheets and manual updates, improving data accuracy and accessibility. Custom dashboards provided better visibility into sales opportunities and team activities, enabling more informed decision-making.

Additionally, the automation of key tasks, such as renewal reminders and follow-ups, improved client communication and ensured timely engagement. These changes have set Outback Insurance Brokers up for sustainable growth, demonstrating the power of a well-implemented CRM system.

Number 1 Rated for a Reason !!

The team at Neighbourhood (Especially HARRY) have absolutely nailed it. We approached them for some guidance on HubSpot and to conduct the onboarding process. What we have is a fully functioning CRM platform that has integrated into our invoicing software via API, phone system linked into the CRM and automations making the work load so much lighter. If you're looking for a CRM you need HubSpot. If you need HubSpot then you NEED Neighbourhood. Professional, Patient, Experienced. These guys know their stuff! Every little request to improve our efficiencies they have had an answer for. Harry is a wizard, a master of his craft. My only complaint is that i didn't find them and HubSpot years ago. Thank you Neighbourhood!

Dan Thomas
Managing Director | Outback Insurance Brokers

Conclusion

This project wasn’t just about solving immediate technical problems, it was about empowering Outback Insurance Brokers to operate more efficiently and effectively. With a centralised CRM, automated processes, and improved visibility, the team can now focus on growing the business and building stronger client relationships.

The foundation we’ve built will continue to support Outback Insurance Brokers’ operations for years to come, showcasing the value of thoughtful HubSpot implementation for small businesses.

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