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Rest Your Paws

We partnered with Rest Your Paws, an innovative Australian company specialising in compassionate pet end-of-life services. Established in May 2023, their mission is to provide dignified solutions for pets and seamless experiences for pet owners and veterinary partners. Our engagement aimed to overhaul their data management, automate critical workflows, and enhance reporting to support their unique operational needs and ensure empathetic service delivery.
 

Manual Bottlenecks

Disjointed Data

Rest Your Paws faced significant hurdles in integrating their crucial contact, pet and deal data. Their existing workflows were severely hindered by inflexible forms that couldn't directly reference deal properties, leading to constant confusion and manual duplication.

Conflicting data sync workflows, particularly for pet records, resulted in inconsistent naming and associations, preventing a single source of truth for linking contacts, deals, and pets. HubSpot's default cookie practices caused internal test submissions to be associated incorrectly, frustrating staff who filled out forms for clients.

Reporting limitations made comprehensive dashboards for pet-related data and referrals difficult to achieve, and automation clashes led to duplicate or conflicting values. Manual scheduling for handovers and project updates created bottlenecks, delaying onboarding and causing lost follow-ups for critical services.

 

Automation

Our approach focused on engineering custom HubSpot solutions to centralise Rest Your Paws's complex data, streamline their unique service delivery workflows, and provide comprehensive visibility, ensuring their focus remained on compassionate care rather than administrative hurdles.

Revenue Operations

We optimized Rest Your Paws's operational efficiency by addressing their data management at the core. We engineered mirrored deal-contact property mapping, allowing forms to accurately capture and "translate" submissions directly into deal records. This eliminated manual duplication and ensured financial hygiene, with pre-paid hours tracked and invoiced seamlessly, preventing lapsed projects or unpaid work. By creating a unified view of contacts, pets, and deals, we established a foundation for predictable financial tracking and smoother service progression.

HubSpot Onboarding

We focused on enabling Rest Your Paws's team with robust tools and clear guidance. We developed new, simplified internal forms for staff use, incorporating validation for critical fields like email for unique contact matching and deal stage for proper deal creation. We actively supported the team by sharing expertise on these advanced form functionalities and the improved data association. This approach aimed to reduce training requirements for new staff and ensure immediate productivity within the new, consistent workflows. 

Technology Solutions

We implemented several key technological strategies. We corrected clashing pet name records through workflow automation "merging," maintaining data integrity during updates. We lifted HubSpot's association limitation by disabling cookies for internal forms, restoring intended contact/deal associations and significantly reducing errors. We created custom reports and dashboards that comprehensively associated pets, contacts, and deals, providing holistic visualization of operational throughput and customer experience. We also designed "replicated data" sections and new workflows to ensure data was always up-to-date, even with HubSpot's licensing tier limitations.

 

Change Management

We instilled rigor in operations and project management. We automated handover meeting bookings, ensuring that project launches for new clients or deals automatically triggered tasks for all relevant staff. We incorporated feedback and status tracking directly into tasks with clear subject lines like "Provide Update" and "Book in handover meeting," flagging remaining hours or asset requests. This proactive approach, combined with strong communication touchpoints (calls, emails, meetings), kept both client and internal staff aligned, fostering operational confidence and clear expectations.

 

 

 

the results

 

The Benefits of this project

1

Improved Efficiency

Saving time
  • Increased efficiency and productivity for each department has helped Saasyan's team save time on daily tasks and has minimised manual processes through automation.

  • Saasyan have an improved employee experience and increase in team confidence regarding the new processes.
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2

All-in-one

Unified operations
  • Saasyan now have the ability to manage HubSpot on their own, empowering them to drive ongoing growth strategies.

  • A unified approach has minimised friction and removed siloes in their departments. This has made their processes smoother for both their customers and internally. 
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3

Market Position

Improved reputation
  • The new branding and key messaging strategies has enabled Saasyan to grow and expand in their desired markets.

  • Saasyan's key messaging has helped improve their market position. This has also helped them achieve their overall goal of reaching a global audience. 
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4

Deeper Insights

Better reporting, better decisions
  • HubSpot's CRM & software suite enables Saasyan to have better reporting and data management. Saasyan now have a single source of truth which ensures they have reliable and accurate data.

  • Saasyan can make better business decisions and rely on their systems to forecast trends and monitor analytics. This also helps to support Saasyan's growth strategies long term. 
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Workflows

  1. Custom Property Mapping: Engineered deal-contact property mirroring to enable forms to accurately capture and translate data into deal records.
  2. Internal Form Cookie Management: Disabled cookies for internal forms to prevent incorrect contact associations and reduce staff submission errors.
  3. Cross-Object Reporting & Dashboards: Created custom reports and dashboards associating pets, contacts, and deals for holistic operational and customer experience insights.
  4. Automated Project Handovers: Implemented automated meeting bookings and task creation for new client/deal launches to ensure seamless staff transitions.
  5. Proactive Feedback & Status Tracking: Incorporate clear tasks and flags within workflows for feedback requests, project updates, and tracking of remaining pre-paid hours.
 

Rest Your Paws benefits

1

End-to-End Operational Visibility

Unified Data & Holistic Insights
  • Rest Your Paws gained a unified view over all contacts, pets, deals, and operational tasks, enabling comprehensive dashboards for key insights like conversion sources and pet pipeline status.
2

Enhanced Workflow Consistency

Reduced Manual Effort & Errors
  • Internal forms now result in predictable deal and pet records with significantly less manual entry, reduced training needs, and fewer recurring errors.
3

Improved Responsiveness & Communication

Clear Automated Tasks
  • Automated task creation ensured no handovers, feedback requests, or updates went unaddressed, leading to improved internal responsiveness and clearer next steps for clients.
4

Reduced Administrative Burden

Focus on Compassionate Care
  • Repetitive, error-prone issues were proactively solved or avoided, dramatically reducing the administrative workload for leadership and freeing staff to focus on delivering compassionate, pet centred services.
 

Cil van der Merwe

Thank you for all the invaluable support!

We approached Modern Visual to help us set up and implement the HubSpot platform in our business. We operate in an industry where there is no room for error and patient communication and experience is critical. Modern Visual excelled in understanding our industry and collaborating with us initially and ongoing to ensure we are taking full advantage of the HubSpot platform. I would highly recommend you work with Modern Visual as their Australian based team are professional, great communicators and flexible in our working relationship.

 

  • Practice Manager | Rest Your Paws
  • Highly recommend Modern Visual.
 

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