A single HubSpot system for every enquiry, built to hand over

Scope Australia had no centralised CRM or marketing automation in place. Enquiries arrived through numerous separate website forms, spanning both SIL-specific requests such as vacancy enquiries by state and general enquiries, with no consistent way to capture or route them into a single system.

There was no automated response for new leads, so follow-up depended entirely on manual effort, and the existing welcome journeys for both SIL and non-SIL enquiries had never been reviewed against best practice. The organisation also had no visibility into marketing and CRM performance. On top of that, the internal team had no prior experience building or maintaining HubSpot assets, so whatever was built had to be simple to hand over and run without ongoing agency support.

We started with discovery sessions to map the current enquiry flows, data sources and nurture architecture across both SIL and non-SIL enquiry types, then defined the HubSpot data model, integration priorities and rollout requirements before any build began.

From there we configured the HubSpot instance around Scope’s enquiry structure and reporting needs, and integrated the priority website forms directly into it, including SIL vacancy enquiries by state, general enquiries, contact forms and campaign-specific forms. Automated autoresponder journeys were built and launched for both enquiry types, so every new lead receives an immediate, on-brand response.

We audited the existing welcome journeys against best practice and delivered updated architecture covering entry criteria, disqualification branching, exit and suppression rules, and hand-off to business-as-usual communications. Email templates were reviewed for mobile, clear calls to action and accessibility, and we built templated emails and a dedicated SIL workflow on the client’s own template structure.

Everything was QA’d before launch, and we recorded a walkthrough training video so the internal team could build and check future campaigns themselves.

The Garden delivered a unified HubSpot environment, bringing SIL and general enquiries into a single CRM with automated response and nurture journeys live from go-live. Seventy website enquiry forms were assessed and around forty integrated, ten templated emails and two automated welcome journeys were launched, and five reporting dashboards now give the organisation ongoing visibility into marketing and CRM performance.

Manual enquiry handling was replaced with a single automated intake and response system, and the templated builds and hands-on training left the internal team able to run and extend campaigns independently. A monthly post-go-live monitoring cadence supports continued optimisation as enquiry volume and service lines grow.