How The Hands and Feet Automated Multi-County Service Delivery with Custom HubSpot Workflows and Typeform Integration

Nonprofit 11-50 Employees
Service Hub

CLIENT’S CHALLENGE

The Hands and Feet struggled with disconnected systems and manual processes that made it nearly impossible to efficiently track service requests, manage donor relationships, and coordinate their community outreach programs. Their existing workflows were creating bottlenecks that prevented them from serving families in need effectively.

Background

The Hands and Feet is a B2C nonprofit organization located in Florida that provides essential services and resources to families in need across multiple counties.
 

Challenges

The Hands and Feet was facing several critical operational challenges that were limiting their ability to serve their community effectively:
 
  • Service Request Management Issues: Their existing ticket system couldn't handle the complexity of their service delivery process. Requests were coming in through multiple channels - phone calls, emails, and forms - but there was no central system to track, prioritize, or assign these requests properly.
  • Form Integration Problems: The organization had built their own Typeform to collect service requests, but it wasn't properly integrated with their systems. This meant staff had to manually transfer information, leading to data entry errors and significant delays in processing requests. They needed experienced HubSpot Support to properly connect their forms with their CRM.
  • Geographic Complexity: Nonprofit organizations need automation in place to separate important tickets from the rest based on various criteria, and The Hands and Feet had to manage service delivery across multiple counties, each with different requirements and restrictions. Their system couldn't automatically route requests based on location or apply county-specific rules.
  • Lack of Process Automation: Every step of their service delivery process required manual intervention. From initial request intake to final delivery confirmation, staff were spending countless hours on administrative tasks instead of actually helping families.
  • Poor Visibility and Reporting: Leadership had no clear view of their operational performance. They couldn't track response times, measure service delivery effectiveness, or identify bottlenecks in their processes.

These challenges were creating a domino effect - longer response times meant families in crisis had to wait longer for help, staff burnout was increasing due to administrative overhead, and the organization couldn't demonstrate their impact to funders and stakeholders.
 
 

Solutions

We implemented a three-part approach to completely transform The Hands and Feet's service delivery operations using HubSpot Service Hub Professional. As a certified HubSpot Partner, we brought deep expertise in nonprofit technology implementations.
 

Part 1: Service Hub Setup and Integration Setup

  • Configured HubSpot Service Hub Professional with custom properties tailored to their unique service delivery requirements.
  • Set up team inboxes and routing rules to automatically assign requests based on service type and geographic location.
  • Integrated their existing Typeform with HubSpot using custom field mapping to ensure data flow.
  • Established user permissions and access controls for different team roles with guidance from our HubSpot Expert team.
  • Created a brand kit so all the company's communications are consistent across multiple channels.
HubSpot brand kit settings page showing logo configuration for "The Hands and Feet" organization. The interface displays the branding tab with logo upload section, where "The Hands and Feet" logo with colorful hand and foot icons is visible in the preview area. Form fields show logo name "Logo 2022_Color", dimensions of 1,152 x 432 pixels, and various branding options including colors, themes, and brand voice tabs in the navigation.HubSpot brand kit setup for The Hands and Feet organization

Part 2: Advanced Workflow Automation and Ticket Management

  • Built sophisticated ticket workflows that automatically route requests based on county delivery restrictions
  • Created automated notification systems for different stakeholder groups throughout the service delivery process
  • Developed custom properties for tracking children's ages, delivery preferences, and confirmation requirements
  • Implemented automated ticket status updates and escalation rules
  • Set up automated email templates for different stages of the service delivery process
HubSpot workflow editor displaying an automated process titled "Ticket creation when the 'HR Referral' form is submitted." The workflow shows a complex branching structure with multiple steps including geographic-based routing (Broward, Palm Beach, Martin, St. Lucie, Indian River counties), record rotation actions, record creation steps, and a 10-minute delay. Connected workflow boxes show various automation actions like "Rotate record to owner," "Create record," and "Go to action" with dotted lines indicating the flow between steps. The interface includes standard HubSpot workflow controls and a minimap panel for navigation.Multi-branch workflow automation for HR referral form submissions


Part 3: Reporting, Analytics, and Optimization

  • Created custom dashboards showing key performance metrics for service delivery
  • Built automated reporting for leadership to track response times, completion rates, and geographic distribution
  • Established data import processes for historical tickets to maintain continuity
  • Implemented feedback collection systems to continuously improve service quality
  • Set up integration with their existing systems for ongoing data synchronization

HubSpot ticket interface showing a caregiver referral form for "caregiver test 2 - Aged Out - Broward." The form contains multiple sections including caregiver information with dropdown selections, address fields (showing "Test" entries for street address, city, and state/region), contact preferences set to "Phone," and questions about children needing assistance. Two sections are highlighted in green: "Caregiver information" at the top and a consent checkbox at the bottom stating "I, as the Caregiver, understand that my address will be shared for delivery" marked as "True." The form includes various text fields, dropdowns, and a note about delivery limitations to Indian River/Okeechobee county.

HubSpot CRM ticket view for The Hands and Feet referrals
 
 

Optimization Results

  • Eliminated Manual Ticket Processing - Automated routing and assignment removed the delays caused by manual ticket distribution, allowing families to get help faster when they need it most.
  • Increased Service Capacity - By eliminating manual administrative tasks, staff could handle significantly more service requests without adding headcount.
  • Improved Data Accuracy - Direct integration between Typeform and HubSpot eliminated manual data entry errors that were previously causing delivery delays and confusion.
  • Complete Operational Visibility - Leadership now has real-time dashboards showing exactly how their team is performing, where bottlenecks exist, and which geographic areas need additional attention.
  • Faster Team Onboarding - The Hands and Feet's new automated processes made it much easier for new staff and volunteers to understand and follow established procedures. Our ongoing HubSpot Support ensures their team stays productive.

 

What's Next?

The Hands and Feet is now exploring opportunities to expand their HubSpot implementation to include Marketing Hub for donor engagement and additional Service Hub features for volunteer coordination. They're also planning to implement advanced reporting features to better demonstrate impact to major funders and grant organizations.
 
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