Smarter Sales, Happier Customers: Slimline’s CRM Success Story
Slimline Warehouse is a national leader in retail and warehouse display solutions. They offer an expansive range of signage and display products backed by a reputation for great service and reliable delivery.
But behind the scenes, their sales and support systems were creaking under pressure. Manual processes, siloed tools, and no backup plan when team members took leave meant too many leads slipped through the cracks — and customers were left waiting for help.
What they wanted:
- A fully integrated CRM that could handle both sales and service functions.
- A way to automate and streamline lead management from top to bottom.
- Clear visibility into sales performance and ticket resolution.
- A consistent customer experience, regardless of who was on leave.
What they needed:
- HubSpot Sales Hub Professional and Service Hub Professional, integrated with their custom WMS.
- Automations for lead qualification, ticket triage, and leave-based reassignment.
- A dual-pipeline support system to prioritise escalations.
- A full suite of custom landing pages to boost lead capture and conversion.
The problem
Slimline’s team was grappling with a double-whammy: a leaky sales funnel and a chaotic support process.
Sales reps were spending too much time manually assigning leads, and without clear funnel segmentation, they often chased dead ends. Worse still, when someone went on leave, there was no clear process for reassigning leads — meaning lost opportunities and delayed deals.
Customer service wasn’t faring much better. Tickets came in from multiple channels and were triaged manually, with no urgency logic or structured escalation process. High-priority issues got stuck in the same queue as basic enquiries, and staff holidays often meant customer needs were left in limbo.
It was clear: Slimline needed a scalable, automated system that could keep pace with their growth and support every stage of the customer journey.
"My experience with engaging.io has been fantastic. The knowledge and assistance that Varun and Vic brought to our business in getting set up with HubSpot has been so beneficial. The entire process has been pleasant and I am excited to see the new levels my team will achieve as a result of their hard work. I would recommend engaging.io to any business wanting to increase productivity and revenue. 10/10 service, very pleased with the entire journey."
Kelly, A
The solution
We delivered a robust HubSpot rollout that tackled sales inefficiency and support fragmentation head-on.
This included automated workflows for lead qualification, a dual-pipeline ticketing system for prioritised support, and smart reassignment logic for seamless coverage during staff leave.
By integrating HubSpot with Slimline’s WMS and building tailored dashboards, we gave their team real-time visibility and control across the entire customer journey.
Here’s what we implemented:
The impact
The change has been nothing short of transformational for Slimline.
Sales teams now operate in a streamlined, logic-driven system where every lead has a place and a purpose. With automation handling the grunt work, reps can focus on closing deals, not chasing down data. Even when team members are on leave, accounts remain in motion — no dropped balls, no lost revenue.
On the support side, customer issues are now prioritised and resolved faster, thanks to a structured ticketing system that routes by urgency and availability. Escalations no longer disappear into the void — managers can track and tackle them with full visibility. With fewer fire drills and more control, the team has hit a new gear in efficiency.
Most impressively, Slimline’s self-service support has cut inbound tickets by 20%, allowing the support team to focus on the issues that matter most.
With the right tools in place and the right people trained to use them, Slimline Warehouse is now equipped for scalable growth — and their customers can feel the difference.