Hidrive's
operational
transformation
Hidrive is Australia’s premier manufacturer of service bodies for utes, trailers and trucks.
Catering to a wide range of industries like infrastructure, utilities, mining, telecommunications and more, Hidrive help organisations enhance their operational capabilities with their service bodies, by increasing fleet efficiency and worker productivity.
After rapid expansion, Hidrive faced challenges in systemising their sales process and effectively managing customer interactions.
They lacked a structured digital system which posed risks of sales mis-quoting and inefficiencies throughout the customer journey.
The three key issues we set out to solve were:
- Lack of a centralised system for sales and customer management.
- Inefficiencies in quoting and production processes.
- Dependence on manual processes and individual knowledge which posed business continuity risks.
Hidrive needed a solution that ensured they had the right data to communicate with their customers and handle the increased customer and production demands. We not only upgraded their technological infrastructure but also transformed their business processes to be more aligned with their growth trajectory.
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Initial discovery and scoping
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Implementation and configuration
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Continuous improvement and future plans
As part of our proven process, we started our discovery session with Hidrive, aiming to learn as much about their business and operations as possible.
Data analysis
To kick off our initial discovery phase, we focussed on information gathering and analysis by having key stakeholders from Hidrive fill out specific questionnaires and surveys that provided us with an understanding of their business operations at the time.
Key business metrics were also provided and analysed and we conducted an in-depth review of their technology platforms.
Once we had a more thorough understanding of their operational state of play, we proceeded with our qualitative discovery process through specific workshops that explored and mapped out a potential future state for Hidrive’s systems.
Initial goals of the project were to:
- Implement a digital system that can grow with the business
- Process, drive and systemise the current sales process
- Eliminate risks of misquoting
- Provide a platform where key stakeholders could work
We initially planned to build out their sales process pipeline as well as their service process, but mid-way through discovery, Hidrive began to understand HubSpot’s capabilities and knew the project would go far beyond sales and support.
We discovered a lot goes into the pre-production, production and build of their assets, from managing drawings through to manufacturing, delivery and future servicing and support, as well as dealership order management and client communications.
HubSpot was introduced as the central platform to integrate and optimise the customer journey business functions (from marketing to sales to service) and the operational function of the asset lifecycle management process.
In collaboration with Hidrive, we developed their new operational processes within HubSpot using a series of deal, ticket and custom objects and pipelines to manage the entire customer journey and asset lifecycle, which includes sales, pre-production, production, delivery, and post-sale services.
This new system has allowed for more efficient quote management and visibility across the sales process.
Our initial onboarding with Hidrive spanned across six months, and then progressed into an ongoing program of continuous improvement. We have designed their system to scale with the business, accommodating new departments and functions as Hidrive continues to grow.
We have since strategised, implemented and supported the following processes:
- Marketing automation
- Enhanced CPQ management support with DealHub and HubSpot
- Integrated a communication management system with Cradle and HubSpot
- Provided a streamlined engineering process through a custom integration between ClickUp and HubSpot
Our ongoing engagement aims to further integrate advanced ERP solutions to create a robust, data-driven environment that supports Hidrive’s ambitious expansion plans.
Its been great to work with Charles and his team. Throughout the entire HubSpot onboarding experience, they have been quick to understand our processes, develop them and offer up new ideas that were both relevant and practical. So refreshing to work with such a nimble talented team. Congratulations and Thanks to the entire Synx team.
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