The challenge
When a US-based services provider came to media junction®, their team was juggling multiple tools just to keep sales and customer service running. Salesforce handled sales, while Google Sheets, Streak, Intercom, and Gorgias patched together other processes. Each system lived in its own silo, leaving the team without a clear picture of their customer journey.
The complexity slowed them down. Manual workflows meant leads slipped through the cracks, data became messy, and onboarding new hires was painful. Their VP of Operations and Customer Support lead recognized the need for a change—but they were new to HubSpot and lacked confidence in how to get started.
- Disjointed systems: Sales, support, and operations data scattered across at least five platforms.
- Manual processes: Lead capture relied on outdated forms and a third-party quiz tool with no automation.
- Knowledge gaps: Even basic HubSpot distinctions like Sequences vs. Workflows created roadblocks.
The team needed a way to unify their systems, automate repetitive tasks, and gain confidence in using HubSpot effectively.
The approach
media junction® focused on three key pillars during onboarding:
- Strategic integration: HubSpot forms replaced their old contact form, while a native integration pulled in data from LeadQuizzes. For the first time, sales and service data flowed into a single hub.
- Workflow automation: Custom workflows alerted the team when new leads arrived and helped cleanly separate sales from service data. New ticket pipelines brought structure to service management, including offboarding stages.
- Hands-on training: Instead of generic instruction, the team learned by doing. They practiced building test forms, setting up sequences for outreach, and importing contacts into HubSpot. Training emphasized the difference between contacts and tickets, giving the team clarity on how to track relationships and issues effectively.
The results
- A centralized lead capture system: HubSpot forms and workflows created a smooth pipeline for new inquiries.
- Cleaner data management: The team built a roadmap for migrating Salesforce contacts and handling duplicates.
- A confident, empowered team: With foundational skills in place, they left onboarding with a roadmap to explore advanced HubSpot features like smart content and campaigns.
What began as a messy tech stack evolved into an integrated system with clear processes and confident users.
Key takeaways
This engagement demonstrates the value of a hands-on, project-based onboarding. Rather than overwhelm the client with theory, the process focused on solving immediate pain points while building confidence in the platform.
When systems align and teams feel empowered, growth follows naturally.
