Manual returns and warranties
The RMA process depended on repetitive administrative work, creating delays and higher operating cost.
Manufacturing · IoT hardware & software
Returns, warranties, support, and insight—connected inside HubSpot.
ClientNorth Star Systems
A three-month transformation that automated physical-product operations, improved customer support, and made real-time reporting part of the system.
01 · Context
The business behind the portal.
North Star Systems is a Saskatoon-based IoT hardware and cloud-software company serving the agriculture and fuel industries. Its team manages the operational complexity that comes with connected physical products, customers, returns, warranties, and technical support.
Manual return and warranty processes, fragmented support channels, and an underused HubSpot portal were slowing the team down. Leadership also lacked timely operating insight, increasing both service friction and administrative cost.
02 · Pressure
What had to change.
North Star needed HubSpot to extend beyond traditional sales CRM. The system had to support post-sale product operations and give teams a reliable way to act on customer and operating data.
Fragmented support
Disconnected channels made it difficult to deliver one consistent service experience.
Underused Sales and Marketing Hubs
Incomplete onboarding left pipeline, campaign, and conversion capabilities untapped.
Slow operating insight
Manual data collection and report creation delayed decisions and introduced avoidable errors.
03 · What Hubjoy built
A system shaped around the work.
Hubjoy learned the physical-product lifecycle, then designed HubSpot around the operational reality—from return authorization and warranty work to sales, support, and leadership insight.
Automated RMA process
Built a governed return workflow inside HubSpot to reduce manual handling and improve process visibility.
Streamlined support channels
Connected and optimized support workflows for faster, more consistent customer service.
Sales and Marketing Hub onboarding
Configured the portal around North Star’s pipeline and campaign needs so the team could use more of its subscription.
Custom operating reports
Created real-time views of the business and reduced the effort required to collect and interpret performance data.
04 · Results
Evidence the business could use.
Less manual RMA work
Automation also improved overall return-process efficiency by 22%.
Faster support response
Streamlined channels contributed to a 38% improvement in customer satisfaction.
Higher lead conversion
A properly configured sales and marketing foundation improved conversion performance.
Less reporting time
Custom reporting gave leadership faster access to decision-ready information.
North Star Systems achieved in three months what it had expected to take far longer: a HubSpot environment that supports both revenue work and the operational complexity surrounding physical products.
By connecting returns, warranties, service, sales, marketing, and reporting, Hubjoy helped the company improve customer experience while returning meaningful capacity to the team.
“Hubjoy took the time to learn our business, automate our manual processes, and onboard our team into HubSpot. They have transformed our revenue operations and been pivotal in helping us get the most from HubSpot.”
Build the next customer story
Bring us the operating pressure behind your HubSpot portal.
We’ll map the process, data, architecture, and adoption gaps—then build the system that helps your team move forward with confidence.
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