Cargo Crew is Australia's premier provider of stylish and functional workwear and uniforms.
Known for their attention to detail and quality craftsmanship, Cargo Crew outfits businesses across various sectors, ensuring that staff are not only comfortable but also well-presented
Cargo Crew's tech stack lacked a centralised approach and provided no single view of the customer.
They had several tech-silos within the business, which posed growth challenges and inefficiencies throughout the customer journey.
The three key issues we set out to solve were:
- Lack of a centralised system for sales, customer management and service.
- Lack of visibility of the sales process and forecast.
Recognising the need for a more cohesive strategy, Cargo Crew needed an integrated tech solution to prepare them for their next phase of growth.
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Initial discovery and scoping
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Solution and implementation
In line with our process, we started our discovery session with Cargo Crew with the goal of thoroughly understanding their business and operational framework.
At the outset of our discovery phase, we focused on gathering and analysing information by having key Cargo Crew stakeholders complete detailed questionnaires and surveys on their sales and service processes. This provided us with valuable insights into their current business operations.
We also received and examined key business metrics and undertook a comprehensive review of their technology platforms.
With a deeper understanding of Cargo Crew’s operational context, we advanced to our qualitative discovery phase, conducting targeted workshops that aimed to identify and outline a prospective future state for their systems.
Initial goals of the project were to:
- Implement a digital system that could grow with the business
- Process, drive and systemise the current sales process
- Integrate with their current ERP (Enterprise resource planning) software
- Provide a platform where key stakeholders could work
- Provide visibility and predictability across operations
Comprehensive system integration
Our initial step involved a critical evaluation of the native NetSuite integration with HubSpot because NetSuite would continue to function as Cargo Crew's ERP. When we discovered limitations within the native options, we enrolled Cargo Crew in a beta program to test an advanced NetSuite integration, ensuring the compatibility and functionality necessary for their operations.
Revamping the sales process
With the integration possibilities confirmed, we conducted a customer journey workshop involving key stakeholders and the sales team to meticulously map out each touchpoint within the sales process. This collaborative effort led to the development of a new, optimised sales process, which we implemented in HubSpot using the deal pipeline and a custom order object, tailored to meet Cargo Crew's specific needs.
Service process optimistion
Turning our attention to the service process, it was clear that the existing third-party software used by Cargo Crew was inadequate, functioning as an enhanced inbox without true service capabilities. We conducted workshops to deconstruct and understand the current service processes and then fully redesigned them. The new service process was implemented using HubSpot's advanced Help Desk functionality, transforming how Cargo Crew manages customer service.
Marketing integration and automation
Previously, Cargo Crew's marketing efforts were hindered by a lack of integration between their third-party marketing software and HubSpot, which meant the sales team's view of customer engagements with marketing content wasn't possible. To address this, we identified and implemented middleware that facilitated a seamless integration, bringing essential transactional email interaction data into HubSpot's contact records. Additionally, we migrated key website forms to HubSpot and established corresponding automated workflows, enhancing both the efficiency and effectiveness of Cargo Crew's marketing campaigns.
These strategic implementations have not only streamlined Cargo Crew’s operations but also provided a unified platform that enhances visibility across sales, service, and marketing, positioning them for their next phase of growth.
We recently partnered with Synx to implement HubSpot for our growing business. The implementation included Sales hub, Service hub Marketing hub, Operations hub and migration of, and integration into existing systems. Synx demonstrated deep knowledge and expertise across all these channels. They took the time to understand our specific business needs and tailored the implementation accordingly. Throughout the implementation, the Synx team was always available to address any concerns and provide prompt solutions. Their support has been instrumental in ensuring that our team is fully equipped to leverage the new system. Since the integration, we've seen a significant improvement across our sales and customer success team, in our process efficiencies and greater visibility of customer interactions. A big shout out to Charles, Beth and the team for guiding us through this successful transformation. It's great having such a knowledgeable and capable partner, and we highly recommend their services to any organisation looking to implement and optimise their business processes and systems.
Others we've helped grow.
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