Case Study: Streamlining Lead Management for a Mobile Mechanics
The Client & Their Challenge
Our client is a mobile mechanic franchisee operating across Sydney and Brisbane, with four different branded websites targeting local markets. Despite steady lead flow, their internal processes were holding them back.
Leads arrived by email and were manually copied into Excel, then re-entered into ServiceM8 to create jobs. This repetitive workflow consumed valuable time, created room for error, and made reporting nearly impossible. On top of that, missed calls often slipped through the cracks, leading to lost opportunities.
Because deals were arriving as emails, there was no marketing attribution or tracking available. The business couldn’t calculate Return on Ad Spend (ROAS) or break down performance by campaign, location, or service. This meant they were essentially flying blind when it came to optimizing marketing spend.
The sales team was juggling multiple systems, and the owners lacked visibility into performance, service demand, and team activity.
The Solution We Provided
We designed a fully integrated system to eliminate manual work, enable attribution, and centralize operations:
HubSpot CRM Implementation
Aircall Integration
Custom HubSpot App
Two-Way Sync with ServiceM8
HubSpot CRM Implementation
- All four websites were connected directly into HubSpot, capturing leads instantly.
- This became the single source of truth for tracking, reporting, and managing opportunities.
- Linking HubSpot to the websites enabled contact and deal source attribution, unlocking ROAS reporting and detailed breakdowns by campaign, location, and service.
Aircall Integration
- Calls were routed through Aircall, fully integrated with HubSpot.
- Sales reps could handle calls with customer details in front of them, while managers gained call recordings for coaching and performance review.
Custom HubSpot App
- Using HubSpot Custom UI Extensions, we created and uploaded a custom-coded app that added a new card on both the contact and deal pages.
- When opened, the card launched a secure webpage hosted on the client’s own website, preloaded with the relevant contact and deal information.
- From this interface, sales reps could:
- Save the deal in HubSpot
- Mark it as “Closed Lost”
- Or send it directly to ServiceM8 for job creation.
- Behind the scenes, this app communicated with three external services hosted on our private n8n server. These workflows handled HubSpot updates, ServiceM8 job creation, and bidirectional syncing of ServiceM8 events back into HubSpot.
As a result, ServiceM8 job status updates automatically flowed back to HubSpot, keeping deals in sync without any manual updates.
Automations for Lead Nurturing & Follow-Up
To ensure no lead was left behind, we created smart workflows inside HubSpot:
Missed Call Recovery
- At the end of each day, HubSpot checked for unanswered calls.
- A “missed call deal” was automatically created, and an SMS was sent to the customer.
- If the customer replied, the deal was updated, giving the team a ready-made call-back list for the next morning.
Quote Follow-Up
- If a sales rep provided a verbal quote but no commitment, HubSpot triggered automated SMS reminders:
- 1 hour later
- 2 hours later
- Next day final check-in
- If there was still no response, the deal closed as “Lost – No Response,” with clear reporting for managers.
These automations gave the team peace of mind—knowing that follow-up was happening automatically—and provided managers with clean data on how often follow-ups converted.
The Results & Impact
The transformation was immediate:
- Time Savings: No more copying and pasting between emails, spreadsheets, and ServiceM8. The sales team now manages everything directly in HubSpot.
- Better Tracking: Every lead is accounted for, with automated workflows ensuring nothing slips through the cracks.
- Marketing Attribution & ROAS Reporting: With HubSpot linked to their websites, the business can now measure campaign performance, optimize spend, and break results down by location and service.
- Improved Reporting: Owners now see which services are most in demand, how many deals convert after follow-up, and how their sales team performs on calls.
- Happier Team: Sales reps can focus on conversations instead of admin, while managers coach from call recordings and reports rather than guesswork.
Ultimately, we replaced a messy, manual process with a streamlined, automated system that saves time, increases accountability, and drives growth.