Tighter permissions and a cleaner quoting process
The challenge they faced
As an industrial coating services provider, the team struggled with data security and access control across their growing HubSpot instance. They also relied on external tools for quoting and estimation, which created friction and inconsistency. Their customer support workflows involved manual handoffs that slowed response times and made it difficult to track progress reliably.
The strategy we mapped
The team needed to strengthen data governance while simplifying their quoting workflow and customer support operations. We started by mapping their user roles and access requirements to design permission sets that would keep sensitive information secure without creating friction. Once the foundation was in place, we moved to streamlining their quoting process by bringing it fully into HubSpot, eliminating reliance on external tools. Finally, we looked at how they handled customer support workflows and identified where automation could reduce manual steps and improve consistency.
This sequencing meant getting governance right first, because proper access controls needed to be established before expanding what teams could do in the system. With permissions in place, we could then configure quoting and support workflows confidently, knowing that data would flow through the right channels to the right people.
The solutions we executed
We built three custom permission sets tailored to the team's structure and access needs, then guided them through best practices for ongoing user management and security. In parallel, we assessed their quoting and estimation process end to end, identifying gaps and mapping out how HubSpot could handle the full workflow more efficiently.
We customized a native HubSpot Quote template with the team's branding and configured it to match their pricing logic and deal requirements, letting them use the product library for consistent, fast quoting without leaving the system. We also created a workflow in Service Hub to automate a key part of their customer support process, removing manual handoffs and making the work more predictable for their team.
What changed after the engagement.
The client now has a secure, role-based access structure with three custom permission sets that protect sensitive data while enabling efficient workflows. Quote generation is fully contained within HubSpot using a customized native template with proper branding and pricing logic, eliminating reliance on external tools and allowing sales to issue consistent quotes without leaving the platform. Customer support workflows in Service Hub now run through automated ticket routing and stage-based notifications, removing manual handoffs and enabling the team to track progress reliably from initial complaint through verification and closure.
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