As Butler/Till, an independent, women-owned, and 100% employee-owned marketing agency, entered its first full year on HubSpot, rapid growth and rising operational complexity exposed fragmented systems, limited visibility, and strain against aggressive revenue retention and MRR targets. With support in Zendesk, calls in Aircall, and HubSpot only partially authoritative, leadership lacked clarity while service teams operated without consistent structure or aligned reporting. Vonazon led a phased transformation—migrating two years of Zendesk history, re-architecting Service Hub, and integrating Aircall—to deliver a unified CRM and communications infrastructure built to protect revenue, enforce accountability, and scale with growth.
Challenge:
Simultaneous HubSpot migration and hotline overhaul risked revenue, reporting accuracy, and client continuity.
Solution:
Vonazon prioritized data integrity, mirroring Zendesk while engineering secure migration and intelligent routing.
Results:
Unified HubSpot infrastructure improved routing, reporting, accountability, and supported revenue retention goals.
Results at a Glance
Data Consolidation
Two years of historical tickets and email engagements consolidated into HubSpot with preserved associations
Workflow Alignment
Ticket pipelines aligned to legacy workflows, eliminating reporting inconsistencies
Smart Routing
Intelligent routing tied inbound calls directly to CRM ownership, increasing accountability
Voicemail Automation
Automated voicemail capture with task creation improved follow-up discipline
SLA Visibility
Enhanced SLA visibility and executive reporting clarity
The Challenge
Two high-risk initiatives had to move forward simultaneously.
The risk profile was clear:
Vonazon’s Strategic Approach
The transformation delivered measurable operational impact, strengthening visibility, accountability, and revenue protection. By unifying systems and redefining ownership, Butler/Till gained executive-ready reporting and a scalable support infrastructure aligned to growth objectives.
01
Data Integrity
Two years of tickets and email engagements migrated with preserved associations, aligned pipelines, and consistent reporting.
02
Intelligent Routing
CRM ownership powered inbound call routing, automated voicemail-to-task creation, and structured escalation paths.
03
Operational Accountability
Enhanced SLA visibility, executive dashboards, and owner-aligned workflows reduced risk and improved performance discipline.
The Results
The transformation delivered structural and measurable impact:
- Two years of historical tickets and email engagements consolidated into HubSpot with preserved associations
- Ticket pipelines aligned to legacy workflows, eliminating reporting inconsistencies
- Intelligent routing tied inbound calls directly to CRM ownership, increasing accountability
- Automated Voicemail capture with task creation improved follow-up discipline
- Enhanced SLA visibility and executive reporting clarity
Most critically, leadership gained accurate, executive-ready reporting visibility, reducing operational risk tied to fragmented systems.
Beyond systems, the engagement redefined accountability:
- Support operations shifted from reactive ticket management to structured, owner-aligned workflows.
- Contact ownership became central to routing and escalation logic.
- Data governance became deliberate rather than incidental.Internal friction around ticket statuses and property definitions was resolved through architectural clarity.
- Cost senstitivity was addressed through a phased retainer model, enabling flexibility without compromising scope integrity.
Looking Ahead
Today, Butler/Till operates within a cohesive CRM and communications ecosystem:
- Historical data is preserved, searchable, and actionable
- Inbound calls route intelligently based on CRM ownership
- Unknown callers are assigned regionally with automated fallback logic
- SLA workflows provide real-time accountability
- Executive dashboards reflect operational reality
By consolidating legacy systems and engineering intelligent integrations, Vonazon transformed a fragmented service environment into a scalable infrastructure built to protect revenue and enable growth.
The result was not simply modernization. It was operational stabilization at a critical growth stage, positioning Butler/Till for sustained expansion with confidence.
Planning a complex HubSpot migration or platform consolidation?
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