The Client
What do you do when the technology you build is precise, but the systems running your business aren't quite there?
A global hardware company specializing in scientific instruments had spent decades perfecting its products. It supplies universities, government agencies, and industrial research teams with the equipment they need to continue their investigations. Its technology is trusted in laboratories, field research, and even space expeditions.
On the outside, things were great. But inside the company, things were less precise.
Marketing ran campaigns and captured leads in HubSpot. Sales operated in Salesforce. Service had no structured system at all. Data sat in multiple places, disconnected and difficult to manage. Automated processes just made problems faster, and the quality of their reports was suffering.
So, leadership made a decision. They were going to need help.
The Problem
Where did the problems start? No one knew for sure. There were thousands of duplicate contacts, and innumerable sync errors between HubSpot and Salesforce made it impossible to get a clear picture of leads and customers. Automation, meant to simplify processes, was only making things worse.
Marketing had built more than 100 automation workflows. Almost half were designed to assign contacts based on region, but the process still wasn't working as expected. Leads were sent to the wrong people, or worse, not assigned at all. Follow-ups became inconsistent while sales opportunities slipped through the cracks.
Meanwhile, the service team had its own challenges. When customers reached out through website chat, they expected quick responses. Instead, some inquiries never reached the right team. The chat flow was missing entire countries in its routing logic, leaving customers with no response and no way forward. The service team was as frustrated as the customers who were lost in a technological limbo.
The Sales department was suffering from a similar problem. When a lead submitted a form on the website, nothing happened. No alerts. No notifications. No visibility. Sales teams had to email each lead manually to gather basic information, so instead of engaging prospects, they spent time chasing details that should have been readily available.
On top of it all, marketing emails were being used for internal notifications. That means that reports were inflated with false data, distorting performance metrics and making it difficult to track actual engagement.
The company’s strategic marketing manager saw the risk. If they didn’t address these issues now, they would carry the same problems forever. They needed to clean up their data, streamline automation, and give every team access to the information they needed.
The Solution
Fixing these problems required starting from the ground up. But before they could transition properly, they needed to fix the broken systems slowing them down. The team members decided that Microsoft Dynamics 365 would be the company’s primary system, with Salesforce as a sales system and HubSpot remaining for marketing. ClearPivot tackled the problems with marketing and service first, addressing the biggest rocks in the company's shoes.
The contact ownership workflows needed a complete overhaul. More than 40 workflows were designed just to assign leads, but many were redundant or outdated. ClearPivot audited every workflow, exported the data, and mapped out what was actually happening. After looking at the story the data told, ClearPivot found that more than half of the workflows were unnecessary. The remaining ones were rewritten to be more efficient, easier to manage, and flexible enough to accommodate changes in regional assignments.
Sales desperately needed visibility, and they got it. HubSpot form submissions now synced correctly with Salesforce, ensuring that every lead submission triggered a real-time notification. Sales teams no longer had to dig for information. They were informed the moment a prospect took action and got key details upfront with updates to the mandatory fields in forms, relieving them of the relentless back-and-forth emails.
As for the service team, the first priority was getting the chat flow corrected. The ClearPivot team made sure that there were no more missing countries in the chat routing, and that every inquiry reached the right support team. They also built a structured ticketing system in HubSpot, giving the service team a way to track, manage, and resolve customer issues for the first time.
And while all that was happening? ClearPivot also addressed the integration issues between HubSpot and Salesforce that were causing heaps of duplicate data. Sync errors related to picklists and custom properties were fixed, ensuring data flowed correctly between systems. And, the marketing emails that had been used for internal notifications were replaced with proper internal alerts, so reporting metrics reflected real engagement instead of misleading numbers.
The Results
What changed once everything started working?
For marketing, the difference was immediate. No more duplicate contacts. No more broken reports. No more wasted time fixing data errors. Now that their automation was functioning correctly, the team could focus on campaigns instead of troubleshooting workflows.
Sales no longer had to stay up at night worrying about missing leads. The new request-a-quote process provided all the information upfront, allowing the reps to act faster. With real-time notifications now in place, they could engage with leads at the right moment instead of relying on manual follow-ups.
For the customer service team, the project was like day and night. The chat flow finally routed inquiries to the correct team members, ensuring every customer received the support they needed. The new ticketing system brought structure to their processes. Instead of manually tracking issues, they had an organized, measurable way to manage support requests. For the first time, they could see patterns, identify bottlenecks, and improve response times based on real data.
And for the company as a whole? It meant control and quality, just like their products themselves.
What started as a data cleanup became something much bigger. This was not just about fixing workflows or syncing platforms. It was about making operations as precise as the technology the company builds. With clean data, seamless automation, and fully connected teams, they were no longer fighting their own systems. Instead of struggling to keep up, they were finally in a position to scale with confidence.
