How a Legal Services Client Improved Delivery with HubSpot Sales, Service and CMS hub

CloudCache Consulting partnered with Simple Divorce to modernize their client intake and case management process using HubSpot Sales Hub, Service Hub and CMS Hub. We connected their website forms directly to the CRM, automated follow-ups and ticketing, and set up dashboards that give the team a clear view of every case. This improved their first-response speed, reduced manual work and built greater trust with clients. The result is a smoother, more supportive experience for people going through a difficult stage in life.

About The Company

Our client is a Dublin Ireland based legal management service provider, focused on affordable divorces. They started this service because the founders saw too many people facing costly, confusing separation processes.

Customer Challenges

As more people applied online, they felt the strain of scaling an empathetic service while keeping response times fast and information accurate. Manual processes slowed staff down and risked creating a disconnected client experience.

Fragmented lead intake

leads arrived from multiple places but did not flow into a single trusted system.

• Form submissions and phone queries were stored in separate locations, causing manual re-entry
• Incomplete or duplicate records forced staff to verify details by phone or email.
• Sales and legal teams lacked a shared view of lead priority and history.

Repetitive client communication

staff spent too much time on routine updates instead of client care.

• Manual reminders for documents and appointments required significant staff time.
• Clients did not always receive consistent status updates, which increased anxiety.
• There was no central thread showing all client interactions across channels.

Website and form friction

The online application process was long and needed better continuity.

• The multi step online application had many required fields and could be paused then resumed.
• Tracking user behavior and drop off points was limited, reducing conversion insights.
• Content and resources required help from developers to update, slowing time to publish.

Service case management gaps

handling active cases relied on spreadsheets and email, which made oversight hard.

• No automated ticketing or SLA based escalation for urgent client issues.
• Reporting on open cases and resolution time was manual and error prone.
• Cross team handoffs lacked clear ownership and audit trail.

Solutions

We crafted a custom solution, choosing HubSpot Sales Hub, Service Hub, and CMS Hub. The deployment process went through the following steps.

Sales Hub Implementation

ensure every enquiry becomes a clean, actionable record.

• Connected website forms to HubSpot so submissions created structured contact records automatically.
• Implemented deduplication rules and field validation to reduce incomplete records.
• Built a lead scoring model and simple pipeline boards so intake could be triaged promptly.

Client communication automation with Service Hub

replace repetitive manual messages with personalized, timely updates.

• Set up ticketing to track each active case from intake to closure with owner assignment.
• Created templated email sequences and task reminders for document requests and next steps.
• Added a shared inbox and internal notes to keep legal and support teams aligned.

Improve the online application with CMS Hub

make the application smoother and easier to manage.

• Migrated key pages and the application flow into CMS Hub to capture form events and save progress.
• Implemented progressive profiling so returning users saw fewer fields and faster completion.
• Published client resources and FAQs in a knowledge base so the team could update content quickly.

Reporting and team collaboration

give leaders and staff clear, real time visibility.

• Created dashboards for intake volume, open tickets, and case age to spotlight bottlenecks.
• Automated daily summaries for the leadership team and queued tasks for case owners.
• Trained staff on using shared records and timelines so every interaction became part of the client story.

Results

The new platform changed daily work and client experience in clear, measurable ways. The team moved from juggling to proactive client care.

• Faster lead response: 50 percent reduction in time to first contact.
• Higher client confidence: 35 percent improvement in satisfaction scores on follow up surveys.
• Reduced manual effort: substantial time savings for staff who previously handled intake and reminders.
• Clear oversight: leadership gained real time dashboards showing case progress and workload.
• Scalable website and forms: easier updates and better insight into application drop off and completion.

Technology and Tools Used:

HubSpot Sales Hub, Service Hub, CMS Hub

Final Words

This project showed how the right technology can strengthen both efficiency and empathy. By partnering closely with the client, we built streamlined workflows that cut down manual steps, lowered day-to-day pressure and supported a sensitive legal process with more clarity and care. With a unified HubSpot platform in place, their team now has the space to focus on what matters most: guiding clients with confidence and compassion.

If your organization is looking to move from disconnected tools to a single, client-centered system, our HubSpot implementation services can help you deliver faster, more transparent and more supportive service. You can also explore what our clients say about working with us on Upwork.