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Trimax

Trimax

How We Helped Trimax Unify Their Customer Experience with HubSpot

 

About Trimax

Trimax is a leading commercial mowing company, headquartered in New Zealand and operating globally across Australia, the United States and Great Britain. With over 200 employees, Trimax designs, manufactures, and maintains mowing solutions trusted for productivity, durability, and long-term commercial use.

As Trimax scaled internationally, they faced a major challenge: delivering a consistent customer experience across disparate systems and siloed processes.Intro Image

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The Challenge

Trimax was running critical operations on several legacy platforms that weren’t integrated. This created:

Siloed operations
Teams struggled to collaborate due to disconnected tools.
Multiple sources of truth
Fragmented datasets limited reporting, insights, and customer visibility, compounded by the lack of integration with Microsoft Dynamics 365.
Lack of sales-to-service visibility
Zendesk couldn’t support a product catalogue spanning the 10+ year lifecycle from sale to maintenance.
Lack of sales-to-service visibility
Zendesk couldn’t support a product catalogue spanning the 10+ year lifecycle from sale to maintenance.

 

Ultimately, these processes were unreliable and unfit for scale. 

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The Solution 

Hype & Dexter worked closely with Trimax to design and deliver a single
HubSpot platform that would support long-term growth. The project included:

 

1.  

Migrating from Zendesk to HubSpot

Trimax’s core operations were moved to HubSpot’s Marketing, CMS, Sales, Service, and Operations Hubs, centralising data and creating a single, integrated customer view.

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2.  

Building the Product Catalogue in HubSpot

The entire product catalogue was built in HubSpot Sales Hub. This allowed Trimax to:

  • Easily manage, track, and report on products throughout their long sales-to-maintenance cycle.
  • Surface products directly on the website.
3.  

Field Issue & Warranty Claim Pipelines

Custom pipelines were created to streamline warranty claims and field issue resolution. With product data tied directly to customer records, teams could quickly confirm warranty status and process claims with efficiency and confidence.

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4.  

Microsoft Dynamics 365 Integration

HubSpot’s product catalogue was integrated with Dynamics 365 Finance & Operations. This ensured:

  • Automatic pricing updates across four currencies.
  • Elimination of manual monthly reconciliation.
  • Reduced risk of outdated pricing information.



Why Hubspot?

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The impact of automation. 

Once live, Trimax saw significant improvements across customer experience and internal efficiency:

24
New landing pages
(from 2 previously), thanks to HubSpot’s user-friendly interface.
80%
Reduction in lead response time
With Marketing, Sales and Service aligned.
37%
Decrease
In chat wait times through automation.
177%
Increase
In NPS coverage, collecting richer customer insights.
154%
Improvement
In task completion, boosting operational visibility.
109%
Increase
In web form submissions year-on-year.
369%
Increase
In web chats and 347% increase in ticket volume, reflecting greater customer engagement.

 

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The Frontline Impact


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