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HubSpot Onboarding and Delivery Logistics Backend Integration
Record Express Delivery SA
Logistics
Belgium
16 weeks
2021
A Belgian logistics company managing multiple distribution centers and delivery routes needed to connect sales, customer service, and operations on a unified platform with real-time order visibility. We implemented HubSpot integrated with their custom backend system, enabling automatic order synchronization, delivery tracking, and proactive customer communications. The integration provides 360-degree visibility into customer accounts, order history, and service performance—improving customer satisfaction while optimizing internal operations and capacity planning.
Challenges
Sales, customer service, and operations teams used disconnected systems with no visibility into order status or delivery timelines.
Customers received inconsistent communication about delivery status and had to contact the company for updates.
No mechanism to track customer satisfaction or identify service gaps that needed operational improvement.
Difficult to identify upsell and cross-sell opportunities due to fragmented customer view across systems.
Goals
Implement HubSpot as the primary customer management platform for sales, service, and operations visibility.
Integrate custom backend system to automatically synchronize order and delivery information with HubSpot.
Enable proactive customer communications through automated delivery notifications and status updates.
Create unified customer view that reveals full order history and service performance for upsell identification.
Results
Backend integration provided real-time visibility into in-transit shipments, enabling accurate delivery time windows to customers.
Automated delivery notifications reduced customer service calls about delivery status.
Customer satisfaction with delivery experience improved.
Identified high-value repeat customers through unified view, enabling targeted upsell campaigns.
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