We helped Word360 reshape HubSpot around its NHS customers, creating stronger foundations for data, commercial processes and continued growth.
Stronger CRM Foundations for Word360’s Next Chapter
Word360 provides interpreting and translation services to the NHS, wider public sector and private clients. With around 75 employees and growth of approximately 40% year on year over three years, the business needed its systems and processes to keep pace.
Forbidden worked with Word360 to reshape its HubSpot setup around the way the business manages customers, tenders and opportunities, establishing stronger foundations for a more proactive approach to growth.
Word360
The Challenge
A growing business with a CRM that needed to catch up
Word360 had used HubSpot for several years, primarily to store contacts and support operational workflows. As the business grew, its CRM structure made it harder to organise data, understand customer relationships and maintain visibility across teams.
Thousands of contacts had accumulated from events, enquiries and day-to-day activity. Marketing contacts, operational contacts and service users were difficult to distinguish, while automatic company associations did not always reflect the complexity of NHS organisations.
Historically, much of Word360’s business had come through tenders and large contracts. Supporting its next stage of growth meant creating clearer commercial processes, improving audience segmentation and giving its expanding account management team a better view of customer activity.
The priority was to improve these foundations while respecting the operational workflows the business already relied on.
Our Track Record
SMEs we've helped achieve HubSpot excellence
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