Filling the support gaps for Beachwood Homes

Building better customer journeys and outcomes for an Aussie business

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About Beachwood Homes

Beachwood Homes has been building homes in Melbourne since way back in 1996. In that time, they've built thousands of houses (or thereabouts), a team of 300 builders and 30-ish office staff, and a reputation for being fantastic to deal with.

That's their real point of difference. As Marketing and Communications Manager Susan Daly explains, a home is a big purchase (for most people, the biggest ever). Buyers need trust and reassurance before they make the leap. Beachwood Homes is small enough to take care of individual customers from the planning stage to handing over the keys, so they're a natural at that kind of personalised, trust-building service.

When the marketing team wanted to upgrade their technology to match up with their in-person approach, they turned to HubSpot. And, eventually, Zippily.

The challenge

HubSpot wasn't working hard enough

When the Beachwood Homes team needed a better way to communicate with customers, it chose HubSpot. Great, right? Well, while the tech was good, the implementation wasn't, and the business wasn't getting the value it expected from the HubSpot sub.

Flying blind

Beachwood's first HubSpot provider was less of a partner, more of a distant relative. Susan explains that despite having HubSpot up and running, the business 'didn't feel supported', which made it hard to customise the platform or troubleshoot issues.

Making the tech match the service

Beachwood Homes prides itself on thoughtful, personalised service. Without the support or automation it needed, HubSpot wasn’t helping the team reach that goal. The team could see the potential — but the results stayed frustratingly out of reach.

The solution

Building a better (digital) home for Beachwood

Susan and the Beachwood team know great service (it’s what they do every day). So, when they first connected with Zippily, it was easy for them to see the difference compared to their old provider.

“The team was so much more responsive to us from the get go,” says Susan.

Zippily’s first move was a major rejig of Beachwood’s HubSpot portal. Working closely with the marketing team, we mapped out the customer journey, then worked to streamline and automate key communication workflows. Think: nurture campaigns, dynamic emails with relevant content, and an enquiry funnel that leads straight to the sales team.

“We really need to make the customer’s journey as personalised to them as possible. The earlier you do that, the better the outcome.”

Managing all communication through HubSpot means sales managers can make sure every customer gets the service they need — no missed calls or email double-ups.

Sticking around for long term support

Once the HubSpot portal was in good shape, the Zippily team stepped back — but only a little bit. The team is still around to support Beachwood with its CRM, with regular check-ins, training and troubleshooting. If Beachwood wants to adjust a HubSpot setting or create a new workflow, they’re at the other end of the phone (or, more likely, email).

As Susan explains, Zippily’s values come through in everything they do.

“The secret sauce comes from their values, the way they operate. It’s the same as our team at Beachwood. The customer: that’s your number one, that’s why you’re doing what you’re doing.”

The results

For Beachwood Homes, working with Zippily has helped make HubSpot something the team uses every single day — rather than just a tech tool gathering dust in a corner. With a smart setup and ongoing support, the business now has a platform that lets them deliver personalised, thoughtful customer service, and makes life easier for its sales team.

Working together brought:

HubSpot customisation, focused on the customer journey
New nurture and dynamic email workflows
Ongoing support, troubleshooting and training

Watch the full case study

“The secret sauce comes from their values, the way they operate. It's the same as our team at Beachwood. The customer: that's your number one, that's why you're doing what you're doing.”

Susan Daly — Beachwood Homes