The Challenge

SEQ Patio Group had built a strong reputation as South East Queensland’s go-to patio, carport and pergola specialists. As an authorised Stratco Outback dealer with a growing digital marketing presence, the business was generating serious lead volume at their peak, over 450 inbound leads in a single month. The problem wasn’t attracting interest. It was what happened next.

Their HubSpot CRM, implemented roughly nine months earlier, had never been fully optimised. Workflows built during the initial setup were delivering inconsistent results some performed well, while others failed to drive any meaningful engagement. A custom estimator tool on the website was generating leads, but those leads were landing in HubSpot without proper source tagging, making it impossible to distinguish estimator enquiries from general inbound traffic. The sales team, working on commission, naturally prioritised the hottest leads and left cooler prospects untouched. Without an automated nurture sequence, those leads simply went cold.

To make matters more difficult, the consultant who originally configured HubSpot had moved on to larger projects and could no longer provide the responsive, ongoing support the business needed. SEQ Patio Group needed a partner who could step in quickly, understand the nuances of their sales process, and turn their CRM into the structured pipeline their growing operation demanded.

The Solution

MyScale Solutions began with a full audit of SEQ Patio Group’s existing HubSpot instance, identifying gaps in lead attribution, workflow logic, and data capture. The first priority was connecting the dots between the website estimator and HubSpot so that every lead was properly tagged with its source from the moment it entered the system.

A purpose-built workflow was designed specifically for estimator leads, recognising that these prospects sit earlier in the buying journey than a typical form enquiry. The sequence begins with a personalised SMS asking whether the homeowner would like an on-site consultation. If they decline or don’t respond, a timed email sequence follows up at three, seven, and fourteen days — each touchpoint crafted to re-engage the lead without being pushy. The team also restructured the post-quote workflow within the deals pipeline, introducing a follow-up SMS from the dedicated leads officer 24 hours after a quote is issued, with additional check-ins designed to create natural conversation points and gather feedback on the sales experience.

Beyond workflows, MyScale worked with the SEQ Patio team to identify which HubSpot data fields were being left incomplete, mapping out a clearer data hygiene standard that would support more accurate reporting and lay the groundwork for future AI-powered automation. SMS routing was updated to direct messages through the leads officer rather than the office manager, ensuring faster and more personalised responses. Training sessions were also scoped to give the internal team confidence in managing A/B email testing and making minor workflow adjustments independently.

The Results

Every estimator lead now enters HubSpot with accurate source tagging, giving us better visibility of our leads, where they came from and now we are able to forecast effectively.

"Didn't think our team would take to it - we're pretty old school when it comes to this stuff. But MyScale made it so easy there was nothing to complain about. It just clicked, everyone got on board, and we haven't looked back."

- Andrew Edwards, Co-Owner, SEQ Patio Group

What’s Next

With the foundation now in place, MyScale Solutions continues to work alongside SEQ Patio Group on the next phase of their HubSpot journey. Upcoming priorities include a full review and optimisation of existing sales workflows, exploration of AI-powered lead qualification tools including conversational chatbots trained on the business and deeper integration between HubSpot and their marketing channels. As the team grows and lead volume continues to climb, the goal is to ensure the CRM scales with them, not against them.

If your business is generating leads but struggling to convert them into structured pipeline, we’d love to chat.

Get in touch at
duncan@myscalesolutions.co