IMP Software brought six teams into a more connected HubSpot setup, giving them a clearer view of customers from first enquiry through to renewal.
Connecting six teams around the customer journey at IMP Software
IMP Software helps multi-academy trusts manage budgeting, forecasting and financial planning. As the business grew, customer information became spread across the systems used by different teams. IMP needed a clearer view of each trust, its schools and stakeholders, from the first sales conversation through to onboarding, support and renewal.
Forbidden worked with IMP to bring six departments into a more connected HubSpot operating model, while meeting a fixed deadline to move customer service out of Zendesk.
IMP Software
The Challenge
Separate systems made it harder to connect teams, data and decisions.
Sales worked in Pipedrive, service in Zendesk, and implementation and customer success relied on Monday.com. Marketing, finance and product information sat elsewhere. Each system served a purpose, but bringing the information together for reporting and day-to-day decisions was difficult.
IMP’s customer relationships made this especially complex. A trust could have multiple schools, contacts, products, implementation timelines and service needs. Teams needed to understand how those relationships fitted together and spot signals that could affect adoption or renewal.
There was also a firm deadline: IMP needed Service Hub live in time to exit Zendesk in April 2026.
Our Track Record
SMEs we've helped achieve HubSpot excellence
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