Before RedPandas came in, m|devices’ service team relied on a largely manual ticketing process.

Incoming requests weren’t automatically routed or prioritised, which meant that urgent cases were often buried under routine queries.

And, over time, this manual-heavy process:

• Caused delays in assigning tasks.
• Slowed down escalation to the right team members.
• And, created inconsistent customer experiences.

Everyday processes like creating new deals, scheduling follow-up tasks, or escalating a ticket required manual intervention because key workflows weren’t automated in HubSpot.

As volumes grew, this created:

• Unnecessary admin work.
• Bottlenecks in customer support process.
• And, human error.

Together, these three outcomes reduced the team’s productivity and increased lost sales opportunities.

m|devices' customers had no quick way to find answers on their own.

Without a central knowledge base or FAQ section, even simple questions came through as tickets.

This added to the service team’s workload and slowed response times for more complex cases.

Marketing activity was scattered across channels without consistent UTM tagging or campaign tracking in HubSpot.

Website behaviour data wasn’t feeding into a single view of the customer, leaving the marketing and sales teams without the insight they needed to target or personalise campaigns effectively.

Sales leaders at m|devices struggled to forecast accurately.

Industry unpredictability might have compounded the issue, but a lack of robust pipeline reporting and historical data in HubSpot made it difficult to project revenue, prioritise opportunities, and plan for demand.

m|devices' Sales and Service teams often worked in silos.

Shared contacts and opportunities weren’t easily visible across both teams, which led to:

• Duplicate efforts.
• Missed hand-offs.
• And, sometimes, conflicting communications with the same customers.