Managing hundreds of cases daily, coordinating teams, and maintaining operational coherence was a daunting challenge for Justalia, a leading Spanish law firm specializing in consumer rights.
Disparate tools like Zendesk and Sharpspring created silos, making collaboration and reporting nearly impossible. Through a comprehensive migration to HubSpot, including custom integrations and tailored workflows, Solid transformed Justalia’s operations. The results? Centralized data, streamlined processes, and significantly enhanced team efficiency.
Justalia is a Spanish law firm focused on defending consumer rights, particularly in reclaiming unfair fees tied to revolving credit cards. They handle thousands of cases annually, requiring seamless coordination across legal, judicial, and sales teams.
However, their legacy systems lacked the capabilities to support their growing operational demands.
The Challenge
Before the migration, Justalia faced:
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Fragmented Systems: Using Zendesk for case management and Sharpspring for marketing created disconnected workflows.
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Operational Chaos: Teams lacked visibility into the client journey, leading to lost cases and inefficiencies.
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Lack of Reporting: Measuring performance was nearly impossible due to scattered data.
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Productivity Hurdles: Manual processes consumed time and increased errors, further impacting client service.
This disarray hindered productivity and put at risk client satisfaction.
The Solution
Solid approached the transformation with a multi-phased strategy:
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Process Audit: Through workshops, we identified operational challenges and aligned them with HubSpot’s capabilities.
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Custom HubSpot Setup: Then, designed tailored pipelines for sales, legal, and judicial teams, configured custom properties for sensitive client data and mapped workflows to simplify lead and case management.
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Integration of Tools: We integrated DocuSign for efficient contract handling, enabled omnichannel communication via WhatsApp Business, SMS, and Aircall, and linked Google Sheets for advanced analytics across platforms.
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Team Training: Delivered comprehensive training to empower teams with the skills to maximize HubSpot functionalities.
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Data Migration: Transferred over 45,000 records from Zendesk and Sharpspring without disrupting operations.
Results and Impact
When Justalia embarked on this transformation, their operational landscape was fragmented and inefficient. With over 60,000 contacts, 45,000 cases, and 47,000 tickets to manage, the challenge of coordinating between teams was monumental. However, the migration to HubSpot proved to be a turning point, streamlining processes and delivering tangible improvements.
The migration centralized all client and case information into a single, unified system. This change immediately enhanced team collaboration, as all departments—from sales to judicial—gained real-time visibility into the progress of every case. Sensitive data, previously scattered across multiple platforms, is now securely stored within HubSpot, ensuring both accessibility and compliance with GDPR standards.
Transforming Operations
Operational workflows were revolutionized. Tasks that once required manual intervention, such as document submissions or contract approvals, are now automated. The introduction of tailored pipelines and integrations with tools like DocuSign and WhatsApp Business drastically reduced delays. What used to take hours now happens seamlessly, saving time and reducing the risk of errors.
A Better Client Experience
Perhaps the most striking improvement lies in client interactions. By consolidating communication channels into HubSpot's omnichannel inbox, Justalia is able to respond faster and more effectively. Whether through email, SMS, or WhatsApp, clients receive prompt, consistent updates—an enhancement that has increase trust and satisfaction.
Justalia’s migration to HubSpot is an evidence of how strategic planning and tailored implementation can revolutionize operations. By addressing their unique challenges and boost HubSpot’s capabilities, Solid transformed operational inefficiencies into a streamlined powerhouse.
