Smartways Logistics
Medical logistics for time and temperature-sensitive deliveries in Australia and NZ.
About Smartways Logistics
Smartways Logistics has run medical logistics across Australia and New Zealand since 2004, specialising in time and temperature-sensitive delivery including Patient on Table runs and cold chain work. It is a 100% carbon-neutral company. It has supported over 1.3 million surgeries and completed more than 3.2 million deliveries.
The problem
A Patient on Table delivery has no acceptable delay, and the ticketing system behind those jobs struggled to handle high-priority work differently from everything else. The internal logistics software and the CRM were not connected, so job, driver and package status lived apart from the customer record and nobody held a complete view. An agent fielding a call about a delivery had to assemble the answer across systems while the client waited. For time and temperature-sensitive medical freight, that lag is the service failing, not an admin inconvenience.
How we approached it
The integration was the job. We put HubSpot Service Pro in as the ticketing layer and connected it to the internal logistics software, so job, driver and package status land on the record rather than being looked up elsewhere. Ticket management was centralised so high-priority work is handled as high-priority work. Email, calls and SMS were brought inside HubSpot so an agent updates a client without leaving the record. Custom workflows were built for the data relationships this business actually has, including parent and child company hierarchies.
What we built
- HubSpot Service Pro as the central ticketing system
- Integration between the internal logistics software and HubSpot
- Real-time job, driver and package status on the customer record
- Email, call and SMS communication inside HubSpot
- Custom workflows for parent and child company hierarchies
What changed
Response times dropped 30% and high-priority deliveries are handled as such rather than queued with the rest. Data synchronisation between the logistics software and the CRM is complete, so job, driver and package status read in one place. Agents work 25% more efficiently with the conversation and the record in the same window, and clients get updates they can act on. Customer satisfaction improved 20%.
HubSpot has transformed how we manage our operations. With real-time tracking and integrated tools, our team is more efficient, and our clients receive timely updates they can trust.
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