NDIS mobility equipment
Replacing a CRM that was being used as a spreadsheet
An Australian supplier of wheelchairs, hoists and adjustable beds to NDIS participants and occupational therapists across regional QLD and NSW. Enquiries arrive from several directions and every one of them is someone waiting on equipment.
Anonymous at their request
The challenge
The client was paying enterprise CRM prices for something that behaved like a shared list. Contacts and deals lived in HubSpot and nothing happened to them on their own: no routing, no follow-up, no alerting. Every action in the pipeline depended on a person remembering to take it.
The old process
Records were updated by hand. Enquiries got worked by whoever happened to notice them, follow-up ran on memory, and there was no mechanism that made an untouched lead visible to anyone. Nothing was automated, so the CRM was effectively a spreadsheet with a licence fee attached.
The system we built
- Full database migration off HubSpot into GoHighLevel, roughly 1,600 contacts and 1,000 deals, with pipeline structure and history carried across intact
- Pipeline stages that move on real events rather than manual updates
- Acknowledgement and quote-chasing sequences that run without anyone starting them
- Missed-call text-back, so a call nobody could answer gets a reply inside a minute
- Reactivation, review and referral sequences on the back of completed jobs
- Voice AI answering after-hours calls, and a chatbot across web, SMS and social
- Two-way Xero sync, so paying an invoice moves the deal stage, with no one re-keying it
- Persistent lead alerts into Slack that keep firing until the contact is marked as contacted
- Architecture aligned to their NDIS compliance requirements
The technology
- GoHighLevel
- n8n
- Xero
- Meta Lead Ads
- Slack
- HubSpot (migrated from)
The result
The database moved across intact and the CRM stopped being a passive record store. Follow-up now happens whether or not anyone remembers it. The alerting repeats until a lead has been contacted, so enquiries no longer sit untouched because nobody saw them. Calls that arrive out of hours get answered or texted back rather than lost. The system has been running in production ever since, and is still supported today.
Measurable impact
These are the counts the migration export evidences. No before-and-after measurement of response time or conversion was taken, so there is no such figure to quote here. Everything above is described as a mechanism instead.