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The Challenge
Choosing a CRM that drives growth, service quality, and operational efficiency
Like many other startups, Wahi prioritizes growth—but this should not come at the cost of high-quality customer service. To achieve this balance between scale and service quality, they needed a CRM that integrated with other tools (like Slack, Zapier, Zendesk, and Google Suite) and helped them manage client relationships, communication, and track customer journeys.
Also, timing is crucial in Toronto’s fiercely competitive real estate market: the slightest delay in responding to a message could cost a deal. So, Wahi needed a platform that helped them automate time-consuming manual tasks like handling updates, note-taking, sending emails and text messages to customers. This way, the company could communicate with clients quickly and efficiently, freeing time for their sales teams to focus on closing deals and driving results.
However, when looking for a CRM, Wahi found the standard options in the market too static and inflexible, serving primarily as contact databases with few integration and automation capabilities. Even simple tasks like adding timestamps to events could become complicated with the more basic CRMs available. Looking for a more efficient solution, Wahi chose HubSpot, adopting it in January 2023—more specifically, using the Sales, Marketing, and Operations Hubs.
The Solution
Seamless integrations and ease-of-use for automating tasks and saving precious time
Wahi had a smooth transition to HubSpot. The teams adapted to the platform quickly thanks to its intuitive, user-friendly interface. They bet on creating custom objects and workflows from the start, according to their needs.
“Once you start to understand the concept of workflows and their abilities, it opens up a ton of possibilities to streamline our processes” - Chris Eamer, Operations Manager at Wahi.
From a technical standpoint, the company’s engineers and developers were also able to seamlessly integrate HubSpot with the tools and data living in other systems through the Operations Hub, boosting collaboration and efficiency. And whenever issues arose, HubSpot’s support team quickly offered assistance to improve the experience.
One of the most significant HubSpot benefits for Wahi was applying date stamps to deals, contacts, and companies, a key element in tracking the customer journey. To do this, the sales team creates workflows with specific date properties that are applied when a change is made to a contact or deal. Then, those workflows trigger emails to customers if certain criteria are met—for example, after a potential customer attends a showing on a specific date, a follow-up email is sent immediately (through Marketing Hub). This is essential for Realtors managing multiple deals, helping them track events like showings and trigger follow-ups efficiently.
Besides that, HubSpot works as a centralized, easy-to-use information source for Wahi Realtors thanks to its integration with other systems. One is with the Wahi backend database of real estate listings in the Toronto area. When a Realtor opens a contact in HubSpot, the recommended listings are available on the page, eliminating the back-and-forth between websites and platforms and saving precious time.
Another major time-saving benefit from HubSpot is the use of workflows to automate previously manual tasks like email sequences or deal stage updates (through Sales Hub) based on events such as showings, outings, or offers. Those automation efforts were crucial in freeing time for the Wahi teams to focus on higher-priority tasks.
The Transformation
Exponential growth and vital change driven by automation
Since working with HubSpot, Wahi’s business growth has been steady, solid, and impressive. In the first six months of 2024, the company had an increase of 200% in its monthly average of new deals compared with the first six months after starting using HubSpot. In the same period, the monthly average of closed deals grew even more impressively—400%.
Chris Eamer believes those results were made possible by the most critical change Hubspot brought to the table: saving time. “We have over 600 workflows firing 24/7, allowing us to do our jobs far more efficiently and with perfectly clean data. Otherwise, we wouldn’t be able to do so”.
As for Realtors and account administrators (or "customer ambassadors"), HubSpot allows them to focus on value-driven activities such as client engagement and closing deals.
According to Chris, those facts and numbers prove HubSpot's value as a success driver, helping Wahi achieve exactly what it aimed for from the very start: balancing growth, customer service, and operational efficiency.
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