The challenges
For a luxury furniture brand with multiple showrooms in Florida, the art of design had always been clear. But behind the scenes, managing sales and service was anything but polished. Disconnected spreadsheets, manual emails, and an inconsistent sales process slowed down the team and made it nearly impossible to gain a full view of their customers.
Before onboarding, the company faced three major obstacles:
- A fragmented sales process: A team of 10 sales representatives worked without a defined pipeline. The operations team, meanwhile, juggled support requests through ad-hoc emails. Without a central system, valuable data was siloed across different sources.
- Complex data issues: The business relied on QuickBooks for invoicing and a legacy inventory platform. But integrations were unreliable: invoices weren’t syncing to customer records, and client data often imported incorrectly. Instead of a clear database, the company had a messy and inconsistent system that clouded decision-making.
- No roadmap for growth: Leadership wanted to add images to product quotes, improve claims handling, and strengthen reporting. But they lacked a clear strategy to use HubSpot to achieve these goals.
The solution
The onboarding process focused on three areas:
- Structured pipelines and cleaner data: A customized deal pipeline was built to match both B2B and B2C sales journeys. Custom association labels and automated workflows ensured contacts were categorized correctly, laying the groundwork for accurate reporting.
- Hands-on training and automation: The team was trained to manage HubSpot independently. A custom claims ticket form was introduced, with automated workflows that updated status based on replies. To solve the image-in-quotes challenge, consultants provided a practical workaround by attaching product photos to invoices.
- Governance and reporting: The onboarding emphasized data governance. A health dashboard was set up to monitor metrics like marketing contact limits, ensuring the team could measure performance with confidence.
The results
- Centralized system: Sales and service moved from disconnected spreadsheets into HubSpot CRM and Service Hub.
- Improved efficiency: Ticketing workflows and automated updates reduced manual follow-ups.
- Cleaner data: QuickBooks records were better aligned, giving the business a clearer picture of customer relationships.
- Empowered team: Staff gained confidence using HubSpot tools, building a roadmap for future scaling.
Why it matters
For a company blending Brazilian craftsmanship with Florida’s design market, growth depended on more than beautiful furniture. It required a system as well-crafted as their products—one that eliminated manual work, improved reporting, and gave leadership the clarity to make decisions with confidence.
The transformation shows how even a small-to-mid-sized team can unlock efficiency and scale when they replace fragmented processes with a centralized, well-governed system.
