DMS manages thousands of mobile phone plans across companies, billing centers, and user accounts. Their data is layered and complex, spanning contacts, companies, tickets, billing, and devices. They tried working with another agency to roll HubSpot out, but the setup collapsed under the weight of their requirements. Spreadsesk were still running the show, leaving siloed data, slow ticket creation, and no way to report on performance.

We implemented HubSpot CRM with custom objects to bring every data type into one structured system. Then we built a custom ticketing app inside HubSpot to simplify the process for sales reps.The app supercharges ticket creation by:

• Giving sales reps 63 specialised forms (upgrade requests, new orders, cancellations, etc.).
• Automatically pulling all relevant data — contacts, company info, billing, shipping (via Google Maps API), devices, and products.
• Creating and associating ticket records in one go, instead of hours of manual clicking.

We also integrated an external database to manage phone models and plans so everything stays accurate and up to date.

• 15,000+ tickets created in the first year using the new system.
• Hours saved per ticket. What used to take reps hours now takes minutes.
• Reduced errors. With structured forms and automatic data pulls, mistakes dropped dramatically.
• Full visibility. For the first time, DMS can report on ticketing performance and service processes.

The result? A one stop shop for managing complex telecom data, streamlined ticketing, and faster service for their customers.Or in plain terms: Tim from Accounting gets his new iPhone without DMS losing a whole afternoon of admin.

HubSpot | MySQL | Laravel