1300 71 61 41Achieve Australia
Leveraging HubSpot to Improve Accommodation Management for Achieve Australia
Services Used
Project Manager
Project Location
Australia
Project Goals
Achieve Australia, a community organisation providing accommodation and services to people with disabilities since 1952, sought Neighbourhood's assistance to address issues with their underperforming HubSpot account. As an NDIS-registered provider operating in Sydney, the Northern Rivers, and South East Queensland, they needed to leverage the platform more effectively to improve ROI. The project focused on enhancing their HubSpot solution to better manage and communicate the availability of accommodation properties and rooms, ultimately benefiting their sales team.
Tools Used
Their wants
01
02
03
04
Their needs
01
02
03
04
Identifying the problem
Achieve Australia faced significant challenges with their HubSpot platform due to the loss of institutional knowledge when key employees left, leaving current staff struggling to use it effectively. The disorganised setup led to inefficiencies and poor communication about accommodation availability, making it hard for customers to navigate options. These issues slowed the sales process, requiring excessive communication to provide basic information. The website also lacked a self-service system for browsing accommodations. Consequently, Achieve Australia saw reduced ROI from HubSpot, frustrated customers, and missed opportunities. Our goal was to optimise HubSpot usage, rebuild knowledge, develop a better accommodation listing and enquiry system, and streamline sales to better serve clients and grow the business.
Scope of works
CMS
- Leveraged the HubSpot CMS to build custom, dynamic pages that automatically updated with the latest property and room information
- Created custom objects in HubSpot to track property details (locations) and room availability (occupancies)
Sales Hub
- Enabled the sales team to quickly view and manage property/room availability and inquiries
- Streamlined the sales process by reducing back-and-forth communication with clients
Marketing Hub
- Developed a dynamic website using the HubSpot CMS to showcase available accomodations and rooms
- Integrated the Google Maps API to display property locations and enable easier searching for customers
Service Hub
-
Configured service queues and routing rules to efficiently distribute inquiries to the appropriate Achieve Australia support staff
-
Set up custom service processes and workflows to handle accommodation inquiries
-
Created custom views, reports, and dashboards to help the sales team efficiently manage inquiries and availability
The Plan
- Assessment and Discovery
- Design and Development
- Implementation and Training
- Optimisation and Reporting
Assessment and Discovery
-
Achieve Australia was struggling with an outdated property management system, which prompted them to reach out to us at Neighbourhood. We embarked on a thorough audit to uncover the root of their challenges.
-
It became clear that they needed a more effective way to manage and communicate the availability of their properties. This discovery phase was crucial in understanding their specific needs and setting the stage for a more efficient system.
Design and Development
-
With a clear understanding of the challenges, we set out to design a centralised system using HubSpot's powerful tools. Our plan was to dynamically index all available properties and rooms, making it easy for both staff and clients to access up-to-date information.
-
We wanted to develop custom objects to capture detailed property attributes and create user-friendly CMS pages. This would allow the Achieve Australia team to update property details directly in HubSpot, ensuring that any changes were instantly reflected on their website.
Implementation and Training
- The implementation phase was carefully planned to ensure a seamless transition. We aimed to roll out the new system with minimal disruption, migrating existing data and establishing the new infrastructure.
- Comprehensive training sessions were scheduled to empower the Achieve Australia team with the skills needed to manage the system effectively.
- We also planned to provide ongoing support to address any issues and ensure the team felt confident in using the new capabilities.
Optimisation and Reporting
- Once the system was in place, our focus shifted to optimisation and leveraging data for strategic decision-making. We planned to implement robust reporting capabilities within HubSpot, enabling the Achieve Australia team to track opportunities, monitor inventory, and analyse performance metrics.
- Continuous improvement efforts were part of the plan, ensuring the system would adapt to meet their evolving needs and continue to deliver value.
The Strategy
- Centralising Property Data
- Streamlining the Client Experience
- Empowering the Sales Team
- Driving Continuous Improvement
Centralising Property Data
- Our strategy centred on creating a single, authoritative source of truth for Achieve Australia's property data within HubSpot. We developed custom objects to capture detailed information about properties and rooms, such as location, size, amenities, and video tours.
- This comprehensive data model allowed the Achieve Australia team to maintain and update information easily, ensuring it remained current and reliable without needing developer intervention.
Streamlining the Client Experience
- We focused on delivering an exceptional client experience by designing an intuitive, user-friendly interface. Using HubSpot's CMS capabilities, we built custom pages that dynamically displayed available properties and rooms.
- Clients could easily search and filter options based on their needs, with features ensuring full accessibility and intuitive navigation.
Empowering the Sales Team
- To best support Achieve's sales team, we streamlined workflows by centralising property data in HubSpot, providing instant access to up-to-date information. This eliminated the need for constant coordination and allowed the team to handle more inquiries efficiently.
- We also implemented robust reporting capabilities, offering data-driven insights to inform marketing and property allocation decisions.
Driving Continuous Improvement
-
We designed the solution with scalability and adaptability in mind, ensuring it could evolve with Achieve Australia's needs. By leveraging HubSpot's extensibility, we future-proofed the system for new functionalities and integrations.
-
Comprehensive training and support empowered the team to maintain and optimise the system, fostering a culture of continuous improvement.
The Results
10
times more enquiries
We successfully streamlined Achieve Australia's property management and sales processes by implementing an integrated HubSpot-based solution. Key achievements include significantly increasing the velocity and ease of the sales process, reducing back-and-forth communication between the sales team and clients, and enabling the team to handle up to 10 times more inquiries with less effort.
The solution featured dynamically indexed properties and rooms in HubSpot and custom CMS pages that updated in real-time to show availability. This provided a user-friendly experience for clients searching for accommodations and improved sales efficiency, allowing the team to serve more clients effectively.
Consistent, reliable and so knowledgeable
Conclusion
Helping Achieve Australia by centralising their property data in HubSpot, enhancing client experience with improved search features, and enabling efficient inquiry handling has been truly fulfilling. The Neighbourhood team is proud to have played a role in helping Achieve Australia better serve their community and expand their impact. We're confident the solution we built will continue to be a strategic asset for the organisation as they grow and evolve.
Ready to see what we can achieve together?
Neighbourhoods we’ve grown with HubSpot
Gro Clinics
3 Days
Avg days to close compared to 138 days in their old pipeline
52%
Conversion rate compared to 36% in their old pipeline
140
Deals created each week compared to 270 deals (including duplicates) in their old pipeline
.svg){kind=logo}
