Our Work
Overview
Since 1995, SQA Services has helped manufacturers in quality-critical industries, like aerospace, manage supplier quality worldwide. Its quality experts sit in 90+ countries and handle on-site supplier audits, remediation, source inspection, quality engineering, and corrective action management. The customer success team that keeps those programs running needed a CRM that worked the way SQA works.
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Industry: Business Consulting and Services
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Location: Palos Verdes Estates, California
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Size: ~350 employees
225+
manual tasks automated
90%
of the health score automated
8 weeks
to rebuild customer success in Service Hub
The Challenge
When SQA moved from Salesforce to HubSpot in 2024, the old setup was copied over without any discovery. The customer success (CS) team ended up running live client programs out of Sales Hub deal records. Each Closed Won deal was cloned into a duplicate “success” deal, and CS ran onboarding, pilots, renewals, and delivery from that one record.
Every program went through a single seven-stage pipeline, whether a stage applied or not. Standard deals still had to pass through Pilot Management. Renewals and expansions had no pipeline of their own, even though CS owns both and each pays a different commission rate. SQA had a standard onboarding process, but it was scattered across documents and spreadsheets, and only a few people knew how to use it.
Nobody tracked program health. There was no NPS program, and the quarterly CSAT surveys required by SQA’s own SOP weren’t going out. HubSpot wasn’t built for the way the team worked, so the team didn’t use it.
HubSpot Tools We Used
Enterprise Customer Platform
Service Hub Enterprise
The Solution
Evenbound approached the work through the Industrial Growth System: strategy first, then people, then technology. We mapped how SQA runs client programs, then built HubSpot around that process.
Dedicated Service Hub workspace: Moved the CS team and its existing records out of Sales Hub and into their own Service Hub workspace.
Custom Programs object: Turned HubSpot’s native Projects object into “Programs,” with Onboarding, Pilot, and Managed Program pipelines and automated routing between them.
Automated task templates: Rebuilt 100+ item spreadsheet trackers as auto-generated task templates, with an Applicable/Not Applicable toggle so SQA can keep refining the process.
Renewal and expansion pipelines: Rebuilt both around SQA’s own “renewal starts Day 1” playbook, with automated records and reminders.
Health scoring and surveys: Built a custom, mostly automated health score, plus NPS and CSAT surveys with follow-up workflows.
Ticketing foundation: Set up a service ticket pipeline that automatically turns major complaints into high-priority tickets.
Enablement: Delivered 4 training sessions, an SOP packet, and a HubSpot training dashboard with 7 tutorials made for SQA’s team.
The Results
SQA’s customer success team now runs every client program from a system built for how they work. Onboarding, pilots, renewals, and account health all live in one place, and HubSpot flags the next step before anything slips.
Top win: A complete customer success operation rebuilt in HubSpot Service Hub in just 8 weeks
225+ manual tasks automated: 99 onboarding, 49 renewal, and about 80 pilot and program setup tasks that used to be copied by hand from Excel
3 purpose-built Programs pipelines replacing 1 catch-all pipeline that forced every program through all 7 stages
Zero to full visibility: program health tracking, NPS, CSAT, and renewal and expansion dashboards, none of which existed before
A custom health score weighted by Relationship (35%), Delivery (30%), Value (25%), and Market (10%), rating each account Healthy, Stable, At-Risk, or Critical
Automated escalations: a PO stalled for 15+ days alerts, a health score under 70 alerts the CS leader within 24 hours, and a major complaint becomes a ticket within 4 hours
Renewals that start a year out: a renewal deal is created automatically 12 months before a contract ends, with alerts at 45 and 30 days if it isn’t signed
50+ custom properties and 20+ workflows fitting HubSpot to SQA’s process, not the other way around
