How We Helped InXpress Unify 3 Functional, Disconnected Systems Into One HubSpot CRM

We started by mapping how InXpress teams actually worked, not how the old systems assumed they worked. That mapping shaped every decision that followed.

• Rebuilt the data model around one customer record: Contacts, companies, deals, tickets, and calls were restructured so every team sees the same record, instead of three separate versions of the same customer.
• Cleaned the data before migrating it: Duplicate contacts and companies, especially across similar franchise locations, were identified and resolved first. Migrating a messy database only moves the mess into a new system faster.
• Automated the repetitive work: Workflows now assign new leads, create follow-up tasks, route tickets to the right team, flag SLA deadlines, and prompt callbacks on missed calls, all without a rep needing to remember.
• Connected Aircall directly to HubSpot: Every inbound and outbound call now logs against the right contact automatically, with missed calls triggering a callback task instead of getting lost.
• Built a scoring system for customer priority: Tier, revenue, margin, shipping activity, and account health now combine into a single view, so at-risk or high-value accounts surface before they become a problem.
• Migrated in stages, not one big cutover: A trial migration validated the mapping before the full data load, and reconciliation checks confirmed record counts, ownership, and associations carried over correctly.
• Built a program for strategic accounts: The highest-tier customers were placed into an Executive Touch program, giving InXpress leadership a direct line to its most important relationships, with clear due dates and completion tracking so no strategic account went quiet.
• Structured access around the franchise model: Because InXpress operates across multiple franchise locations, permissions were built around role and responsibility rather than a single blanket setup, so users could see the records relevant to their team and location, and sensitive commercial information stayed restricted.

Delivery Challenges We Faced and Solved

• Three systems, three different data structures: Freshsales, Freshdesk, and Freshcaller each stored customer information in their own way. Before anything could move, we built a mapping model that reconciled contact fields, activity records, and ticket structures across all three, without losing the context that made each record useful.
• Historical records had to stay quiet: A live HubSpot workflow doesn’t know the difference between a brand-new lead and a record migrated from three years ago. We built migration rules that loaded historical data without triggering welcome emails, follow-up tasks, or notifications meant only for new activity.
• Call history had gaps: Not every historical call in Freshcaller had complete records. Where data was incomplete, we flagged it rather than filling in guesses, so reporting stayed accurate instead of implying calls that never happened.
• Matching calls to the right contact: Aircall doesn’t automatically know which HubSpot contact a phone number belongs to, especially when a customer calls from a number that isn’t on file. We built contact-matching logic to catch as many of these as possible, and routed the rest to a manual review queue instead of letting them disappear.
• Measuring SLAs fairly: A ticket waiting on the customer for information shouldn’t count against the team the same way an untouched ticket does. We built SLA logic that paused the clock during customer-side waits, so response-time reporting reflected the team’s actual performance.
• Franchise duplicates needed a human eye: Two franchise locations could have contacts with the same name, or companies sharing a business relationship, without being true duplicates. Automated matching was paired with manual review before anything was merged, so genuinely separate records stayed separate.