RIAX is one of Australia’s leading roof inspection specialists with a team managing inspections, scoping, and contractor coordination across the country.  

When a previous HubSpot provider disappeared mid-project, they were left with a broken CRM, a team that had stopped trusting it, and no clear way forward. 

About RIAX 

While they’re widely known for roof inspections, their services go much further.  

RIAX manages the full lifecycle of a property inspection job, spanning from initial enquiry all the way through scoping, contractor coordination, and final invoicing. They work with strata managers, property owners, building managers, and commercial clients across Australia. 

RIAX runs on a three-way relationship:  

1. Strata managers bring the work 
2. RIAX delivers the inspection 
3. The end client pays the bill.  

But RIAX’s team quickly found out that it’s a model most CRMs aren’t built to handle out of the box. 

Background & Problem 

Before working with RedPandas, RIAX had engaged another provider to set up their HubSpot portal.  

Unfortunately, the experience didn’t go to plan. 

In the RIAX team’s words: “the agency simply disappeared.” 

Here’s what was going wrong: 

• No documentation or handover: the previous provider left without explanation, leaving behind a portal no one understood. 
• Everything was crammed into one pipeline: sales, upsells, follow-up jobs, and repeat work in a single, crowded place with no way to tell them apart. 
• Deals were named after property addresses: this caused constant confusion when multiple services were tied to the same site. 
• Strata managers weren’t properly modelled: they bring the work but aren’t the paying client, and HubSpot had no way to reflect this. 
• No dashboards or KPIs: leadership had zero visibility on pipeline health, revenue forecasting, or team performance. 
• No nurturing system for slow-burn leads: long-term prospects had no follow-up process and were going cold. 
• A reluctant internal champion: Rosina, RIAX’s internal HubSpot administrator, had watched the previous setup fail and lost confidence in the platform entirely. 

The disappearing provider was a structurally damaging experience that caused RIAX to almost give up on using HubSpot entirely.  

Without documentation or handover notes, the builder inherited a portal no one understood or trusted. The business was effectively starting from zero, with scepticism baked into the team. 

The single-pipeline problem ran deeper than it looked. Everything from new sales enquiries and upsells to existing clients and follow-up inspections lived in one place. 

 
Chris, the founder, had no way to understand where the business actually stood. 

Revenue from new clients was tangled up with repeat work, and the forecasting process was guesswork. 

The strata manager challenge was the most structurally unique.  

In RIAX’s model, strata managers initiate jobs but aren’t who gets invoiced. Most CRM setups can’t represent this three-way relationship cleanly. Contacts were misassociated, associations were missing, and reporting was unreliable as a result. 

And at the centre of all of it was Rosina.  

As RIAX’s internal HubSpot administrator, she was the person who had to carry the system day-to-day. She’d watched the previous provider’s setup unravel and was understandably the hardest person to convince that this time would be different. 

What RedPandas Did 

RedPandas rebuilt RIAX’s HubSpot portal from the ground up across three structured phases over 14 weeks.  

Customer Journey Mapping 

Before opening HubSpot, RedPandas ran a Customer Journey Mapping workshop with the RIAX team.  

The goal here was to understand how the business actually worked, especially when it came to:  

• How enquiries come in 
• How strata managers fit into the process 
• What a completed job looks like from first contact to final invoice. 

That map became the blueprint for everything that followed.  

Every pipeline stage, every automation, and every dashboard was built to reflect RIAX’s real workflow instead of a generic CRM template. 

HubSpot Restructure 

The pipeline was rebuilt from scratch.  

For starters, a dedicated sales pipeline for new business was separated from an upsell pipeline for existing clients.  

Deal naming conventions were also standardised to systematise the documentation process RIAX’s sales team followed. Additionally, association labels were configured to properly model the strata manager relationship, mapping:  

• Who initiated the job 
• Who the client is 
• Which contractor is assigned 

All of these details were correctly linked without workarounds, while outdated users were archived.  

The portal was made reliable before anything else was built on top of it. 

Dashboards & Reporting 

Two dashboards were built from scratch: 

1. A leadership dashboard for Chris showing live pipeline, revenue forecast, and year-to-date performance  
2. A sales rep dashboard showing open deals, activity tracking, and task completion 

This change alone was impactful on RIAX’s selling efficiency because it provided the business with an accurate live view of its own pipeline. 

Automations & Workflows  

Core workflows were built to handle RIAX’s operational rhythm:  

• Quote acceptance confirmations 
• Inspection scheduling triggers 
• Invoicing reminders 
• Client follow-up sequences 
• Deal inactivity alerts  

With these workflows set up, the system helps ensure that no lead or opportunity falls through the cracks, even if someone forgot to follow up. 

Website forms were rebuilt in HubSpot and connected to triage workflows, automatically routing residential, commercial, and high-value enquiries to the right person. A nurture workflow was also set up for long-term prospects that used to simply go cold. 

Xero Integration 

The Xero ↔ HubSpot integration built via Make connected RIAX’s quoting and deal data directly to their accounting system. This workflow upgrade aims to eliminate the manual re-entry step that was adding time to every job. 

Training Built Around RIAX 

Three structured training sessions to help RIAX’s team properly onboard with the optimised HubSpot portal were delivered, covering:  

• Pipeline and deal management 
• Quoting and invoicing workflows 
• Dashboard use and follow-up processes. 

RedPandas recorded custom Loom training videos built around RIAX’s own portal; particularly, their deal stages, templates, and workflows.  

Results 

Over the 14-week engagement, RIAX went from a single broken pipeline and zero live reporting to a fully structured CRM with measurable gains across adoption, deal velocity, and automation. 

3.6x Improvement in Average Time to Closed Won 

One of the most significant improvements RIAX achieved with us was a 3.6x improvement in average time to closed won.  

Deals that previously took far longer to move through the pipeline were now progressing at more than three times the speed.  

91 Per Cent Increase in Platform Usage Score 

HubSpot measures how actively and effectively a portal is being used.  

RIAX’s score increased 91 per cent overall, with:  

• Sales Hub usage up 89 per cent 
• Marketing Hub usage up 63 per cent 
• Portal usage up 87.5 per cent.  

For a team that had largely abandoned the platform, these numbers tell the story of a complete turnaround. 

39 Active Workflows Running Continuously 

Not one-off automations that fire once and go quiet.  

39 workflows now handling quote acceptance, inspection scheduling, invoicing reminders, follow-up sequences, and deal management, every single day. 

Beyond the numbers, there were two other big wins. 

First, RIAX now has full visibility on their pipeline for the first time.  

The company and its teams can now see live revenue forecasting, rep activity, and deal progress from a single dashboard.  

Decisions that previously required chasing spreadsheets now take seconds, thanks to a pipeline that’s split cleanly between new business and existing client work. 

Second, Rosina became a HubSpot champion. 

The person who came into this project most resistant to HubSpot left it as its most enthusiastic advocate. That shift was made possible with the help of our in-house experts ensuring that:  

• The training is tailored 
• The system is structured to make someone’s day easier 
• The team behind it stays in the room until the work is done 

Speak to RedPandas to see how we can help your business get the most out of HubSpot. 

About RIAX 

RIAX is an Australian roof inspection specialist, managing inspections, scoping, and contractor coordination for residential and commercial properties nationwide. Working with strata managers, property owners, and building managers, RIAX brings specialist expertise to every assessment. 

Services used: 

• HubSpot Sales Hub Optimisation 
• Pipeline Restructure & CRM Configuration 
• Xero ↔ HubSpot Integration (Make.com) 
• Sales & Leadership Dashboards 
• Workflow & Automation Build 
• HubSpot Training (3 sessions + custom Loom videos)