Migration & Implementation
Content Experience
Integrations & API
Training
Solicitors — HubSpot Marketing & Service Hub implementation
Modernising enquiry management and marketing operations on a unified platform.
16 workflows and 10 shared inboxes implemented to streamline triage, reporting, and response times across offices.
Solicitors
The impact
16
Workflows automated
Process maps for enquiry capture, routing, and follow-ups across teams
10
Shared inboxes created
Consistent intake and SLAs via centralised messaging.
2
Ticket pipelines
Clear stages for new enquiries and ongoing matters
1
Unified CRM
Single source of truth for contacts, enquiries and matter identifiers.
Project overview
Legal sector client - Solicitors
A long-established firm with national reach needed to unify marketing capture and client service on a single CRM. The objective was to align enquiry intake, campaign execution, and service operations while maintaining visibility of current and historic case types.
Integration with the existing practice management system was essential to ensure reliable search and reporting on client and matter records.
The challenge
Disparate tools created silos between marketing and service teams. Enquiries were routed inconsistently; reporting on case types was manual; and matter identifiers were not available within the CRM.
The firm also required a structured enablement programme to ensure adoption across multiple offices and practice areas.
Services provided
Platform implementation
CRM customisation for legal case management
Integrations & API development
Training & support
Platform implementation
Platform implementation
A phased rollout established account defaults, tracking, live chat, and shared inboxes. On-brand email and landing page templates standardised campaigns and lead capture.
The goal
Create a consistent, measurable path from first touch to routed enquiry.
The outcome
Faster responses via shared inboxes and chat; campaign assets reusable across teams; reliable attribution into the CRM.
CRM customisation for legal case management
CRM customisation for legal case management
Custom properties and workflows were introduced to reflect legal scenarios (current/past case type codes and descriptions), with record layouts optimised for service teams.
The goal
Report on current and historic case types and surface the right context at handoff.
The outcome
Accurate segmentation and reporting; clearer context on contract and ticket records; reduced manual updates.
Integrations & API development
Integrations & API development
A connection to the practice management system aligned contact identifiers and matter references, enabling search and cross-system visibility.
The goal
Ensure the CRM can find and reference the correct client/matter records.
The outcome
One searchable record per client with linked matter identifiers; fewer duplicate lookups and smoother handoffs.
Training & support
Training & support
Targeted workshops (CRM, marketing tools, service tools, process walkthroughs) plus a glossary and video tutorial supported adoption. A structured support window handled refinements.
The goal
Confident day-to-day use across teams and continuous improvement after go-live.
The outcome
High user confidence; faster content production; clear route for enhancements.
Key highlights
"Training was really great, the team felt confident and ready to build landing pages and work inside the new system."
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