HubSpot Implementation for Wonderpack

Forbidden helped Wonderpack implement HubSpot as a central CRM, unifying sales, onboarding, and support into one scalable platform for its growing ecommerce fulfilment business.

Scaling operations with a unified commercial platform

Wonderpack is a fulfilment and logistics provider supporting fast-growing ecommerce brands with pick, pack, shipping, and operational fulfilment services. The company specialises in supporting high-volume ecommerce businesses launching or scaling within the UK market.

As the business expanded, Wonderpack recognised the need for a more structured approach to managing its sales pipeline, customer onboarding, and customer support operations.

The goal was to implement HubSpot as a central operational platform that could unify commercial activity, automate manual processes, and give leadership clear visibility of sales performance and customer operations.

Wonderpack

The Challenge

Disconnected systems created operational friction as the business grew

Before working with Forbidden, Wonderpack's teams relied on a combination of tools to manage commercial activity and customer relationships. While each system solved a specific problem, together they created operational complexity.

Key issues included:

Limited pipeline visibility
Manual lead management
Inconsistent customer onboarding
Fragmented customer support communication

As Wonderpack scaled, these challenges began to create operational friction across sales, onboarding and support teams.

The business needed a single CRM platform that could centralise customer data, automate key workflows and provide clear operational visibility.

Wonderpack

What we did

We worked with Wonderpack to design and implement a HubSpot Sales and Service Hub environment tailored to the company’s real operational workflows.

1

Implemented HubSpot as the central CRM platform

HubSpot Sales and Service Hub was implemented as Wonderpack’s central CRM, bringing sales pipeline management, customer communications, onboarding workflows and support operations into one platform.

This replaced multiple disconnected tools and created a single source of truth for customer and commercial data.
2

Designed a structured sales pipeline

We built a sales pipeline reflecting Wonderpack’s real sales journey, including stages such as discovery, pricing discussions, warehouse visits and contract stages.

This introduced clear deal progression and gave leadership better visibility for revenue forecasting and pipeline management.
3

Introduced automated lead capture and task management

Automation workflows were implemented to ensure every new lead is captured, assigned and followed up consistently.

Tasks and notifications are now generated automatically, reducing the risk of missed enquiries and improving response times.
4

Implemented a centralised customer support helpdesk

HubSpot Service Hub was configured to manage support requests through a structured ticketing system.

This allows Wonderpack to categorise issues, monitor SLA performance and gain reporting insights into support demand and recurring problems.
5

Delivered Structured Onboarding and Adoption Support

We migrated and structured existing contact, company and deal data, applying clear classifications and lifecycle alignment to improve reporting accuracy. Sales and marketing teams were trained on pipelines, sequences, integrations and campaign segmentation, with HubSpot embedded into leadership reporting and KPI processes to drive adoption.

Wonderpack

The impact

Wonderpack now runs its sales, onboarding and customer support operations through a single CRM platform.

HubSpot provides a shared view of prospects, customers and support activity, giving teams across the business clearer visibility of what is happening at every stage of the customer lifecycle.

Key operational improvements include:

A centralised CRM replacing multiple disconnected tools
Clear pipeline visibility across all active sales opportunities
Automated lead capture and follow-up task management
Structured onboarding workflows triggered once contracts are signed
A centralised helpdesk with ticket tracking, categorisation and SLA monitoring

Wonderpack now operates from a single CRM platform that centralises sales, onboarding and customer support activity.

The structured pipeline improves visibility of opportunities and forecasting, while automation ensures leads are captured, followed up and onboarded consistently. As a result, the team has clearer oversight of commercial activity and a scalable operational foundation to support future growth.

Warren McCabe, Partnerships Manager

“We took on Forbidden to help us move into a central CRM in HubSpot and move away from a few other systems we used. It has been a great process, anything we have asked or needed has been done. One thing I have really liked about the approach from Rob is that if you ask something not only will he be able to do it for you but he will explain the how, which for me makes the experience so much better and builds confidence in our own ability to manage the platform after Forbidden. ”

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