Your Workspace HubSpot Audit

The short version

Three findings that sit above everything else

Unlike a portal that has drifted for years, most of what's wrong here traces back to a small number of root causes rather than general decay. Fix these three and most of the rest of this audit becomes routine maintenance.

£23.79m

Of the £24.49m reported open pipeline is live and actively owned — 97.2%, a healthy ratio

0

Contacts that have ever reached Marketing Qualified Lead, out of 6,603

381

Deals — 28.9% of every deal in the portal — stuck at £0 in one automated stage

48.3%

Of companies have no owner at all

01

Critical

One departed rep still holds a fifth of the live customer base

Sam Freeman, an inactive HubSpot user, is still the owner of record for 2,068 contacts (31.3% of every owned contact), 63 of the 264 customer companies (23.9%), and 34 open deals worth £695,250 — effectively all of the inactive-owner pipeline exposure in the portal. If a customer at any of those 63 companies calls in today, HubSpot routes them to someone who no longer works here.

2,263 contacts total sit with an inactive owner 76 of 264 customer companies owned by inactive users 34 / 35 inactive-owned open deals belong to one person

02

Critical

There is no lead qualification step — and no scoring model of any kind

Of 6,603 contacts, zero have ever reached Marketing Qualified Lead and only three have ever reached Sales Qualified Lead. No predictive score, custom score, or fit/priority property exists anywhere on the contact object. The dedicated Lead object tells the same story from a different angle: 4,045 leads exist, 4,041 of them (99.9%) are still sitting open, and only 4 have ever been marked qualified or disqualified in the object's entire history — it's been created and populated, but nothing downstream ever acts on it. The encouraging half of this finding: where contacts do reach Opportunity or Customer, 97.4% of them have a deal attached — so once something enters the funnel it's tracked accurately. Nothing upstream of that point is being qualified at all.

4,041 / 4,045 leads never qualified or disqualified 91.7% of contacts have no Lead Status set 97.4% of advanced-stage contacts have a real deal

03

High

An automated integration is manufacturing hundreds of empty deals

All 381 deals in the "Metropolis" pipeline — 28.9% of every deal in the portal — sit in its first stage, "Identify," every one valued at exactly £0 with no owner assigned. The pipeline's own "Dead" stage has never held a single deal, ever, so nothing that lands here is ever formally closed out. A separate, smaller bug sits alongside it: 9 deals worth £118,332 are parked in a "Automation Error" stage that HubSpot's own closed-flag does not treat as closed.

381 deals at £0, unowned, since the pipeline's creation 0 deals have ever reached the "Dead" stage 9 deals / £118,332 stuck in "Automation Error"

Pipeline reality

£24.49m reported → £24.37m real stages → £23.79m actively owned

The same two filters as any pipeline reconciliation — strip out stages that don't mean anything, then strip out deals with nobody currently here to work them — move this number far less than they would on a neglected portal. That's the good news. The bad news is concentrated in exactly the three findings above.

Reported open pipelineWhat HubSpot shows today — 952 deals

£24,487,409

Excluding the two broken automated stages562 deals — removes "Automation Error" and the stalled "Metropolis: Identify" deals

£24,369,077

99.5% of the headline figure — almost no value sits in these stages, but 390 deals (41% of the open count) do

…and excluding deals with no active owner530 deals — removes the remaining inactive-owner and unowned deals

£23,790,187

97.2% of the headline figure — this is the number that belongs in a forecast conversation, and it's a healthy ratio

Two structural bugs, opposite in shape

One inflates deal value by a trivial amount but sits unowned; the other inflates deal count by a huge amount while contributing zero value. Both point at the same root cause — an automation writing records that nothing then manages.

Stage still counted as OPEN	Pipeline	Deals	Value
Automation Error — not flagged as closed	Sales Pipeline	9	£118,332
Identify — 100% of this pipeline's deals, all unowned	Metropolis	381	£0
Requested by Client	Sample Pipeline	15	£780,624
Ready to Quote / Quote Sent	Support Pipeline	32	£2,404
Total in the two broken stages		390	£118,332

"Dead" (Metropolis) and "Closed Lost" (Support Pipeline) each have zero deals against them across the portal's entire history — not a low number, an unused one. Nothing that enters either pipeline is ever formally killed off; it just accumulates.

On the numbers that are working: all-time win rate is 68.8% (253 won against 115 lost), and won deals close in a median of 17 days (average 34.7). Deals were barely used before 2026 — only 14 of the portal's 1,320 deals were created in 2025, against 1,306 in 2026 — so this is a pipeline process still in its first year, not one that has had time to decay.

Data hygiene

Where the records break down

Direct counts, not inference. The standout here is ownership: nearly half of all companies, and a quarter of all contacts, have no owner or an inactive one — which is what makes Finding 01 possible in the first place.

Check	Volume	Share
Blog posts still in Draft — never published	211 / 211	100%
Products with no tax category set	79 / 79	100%
Campaigns with no spend or budget recorded	30 / 30	100%
Quotes never sent or accepted	13 / 13	100%
Open deals with `hs_next_step` never written	952 / 952	100%
Leads never qualified or disqualified	4,041 / 4,045	99.9%
"Not Started" tasks that are overdue	1,328 / 1,339	99.2%
Products with no billing frequency set	78 / 79	98.7%
Tickets with no priority set (open tickets only)	27 / 33	81.8%
Tickets with no priority set (all tickets)	952 / 1,098	86.7%
Open deals with no next activity scheduled	937 / 952	98.4%
Open tickets with no category set	31 / 33	93.9%
Open deals with no logged engagement ever (calls/emails/meetings/notes)	134 / 952	14.1%
Open deals with a task attached	142 / 952	14.9%
Deals using line items rather than a lump-sum amount	47 / 1,320	3.6%
Contacts with no Lead Status set	6,056 / 6,603	91.7%
Contacts never contacted (no logged engagement, ever)	5,210 / 6,603	78.9%
Contacts not contacted at all during 2026	5,272 / 6,603	79.8%
Contacts with no associated deal	5,488 / 6,603	83.1%
Companies with no owner	1,725 / 3,574	48.3%
Open deals with no close date at all	408 / 952	42.9%
Open deals with no deal type set	419 / 952	44.0%
Deals (all) with no deal type set	433 / 1,320	32.8%
Deals with no currency code recorded	384 / 1,320	29.1%
Open deals flagged "stalled" by HubSpot	369 / 952	38.8%
Contacts owned by an inactive user	2,263 / 6,603	34.3%
Companies with zero associated contacts	1,282 / 3,574	35.9%
Deals (all) with no amount recorded	460 / 1,320	34.8%
Open deals with no contact attached	262 / 952	27.5%
Deals (all) with no contact attached	372 / 1,320	28.2%
Tickets with no owner (all-time)	419 / 1,098	38.2%
Contacts with no phone or mobile number	2,936 / 6,603	44.5%
Companies with no industry set	586 / 3,574	16.4%
Contacts with no job title	1,478 / 6,603	22.4%
Contacts with no owner	1,660 / 6,603	25.1%
Contacts with a hard email bounce on record	418 / 6,603	6.3%
Contacts with no associated company	307 / 6,603	4.6%
Contacts with no email address	363 / 6,603	5.5%
Contacts unsubscribed from all email	94 / 6,603	1.4%
Companies with zero associated deals	0 / 3,574	0.0%

Reading two rows together: "no next activity scheduled" (98.4%) and "no logged engagement ever" (14.1%) look like they should match but measure different things — the first is whether something's booked for the future, the second is whether anything real (a call, email, meeting or note) has ever happened on the deal. Read together they say most deals have real history but nobody's planned the next step, which is a forward-planning gap rather than a contact-neglect one.

Not checked: record-level duplicate detection was not performed — that needs HubSpot's native Manage Duplicates tool or an export-based match, neither available from this read-only session. Company-association-on-deal ("deals with no company attached") also couldn't be computed: this connection exposes no deal property for it and the associations API needed for a direct check isn't in scope here — reporting this as an honest gap rather than a guess.

Lead scoring & progression

The plumbing works. Nothing is qualifying anything before it enters it

Contacts do progress from Lead to real Opportunity and Customer stages — 14.6% of the database has reached Opportunity, which is a healthy conversion rate. What's missing is the qualification step in between: Marketing Qualified and Sales Qualified are configured but have never been used.

Lead

5,455

82.6% of all contacts

Marketing Qualified

0

stage never used

Sales Qualified

3

three records, ever

Opportunity

965

14.6% of all contacts

Customer

176

2.7% of all contacts

The one genuine bright spot in this section: of the 1,144 contacts sitting at Marketing Qualified, Sales Qualified, Opportunity or Customer, 1,114 (97.4%) actually have a deal attached. Where lifecycle stage says something happened, it did happen — this portal isn't manually inflating stages the way a neglected one often does.

But there is no scoring model at all. No predictive score, no custom fit or priority property exists on the contact object — none was found under any of the usual naming conventions. 91.7% of contacts also carry no Lead Status. And 121 contacts who have hard-bounced or opted out of all email are still flagged as active "marketing contacts" — a small but real ongoing cost with no return, out of 2,803 marketing contacts total.

The same portal, five jobs

What this means for each function

Lens 01

Marketing

Email deliverability is healthy and forms work when they're used — but the standout finding this round is a live, well-trafficked marketing website that barely connects to this portal's own CMS tools, carrying a traffic decline that's gone unaddressed for over a year.

12.7% / 1.3%

Open and click rate across 206 marketing emails, 19,020 sends — a healthy baseline, not a deliverability crisis

211 / 211

Blog posts still sitting in Draft — not one has ever been published

30 / 30

Campaigns with zero spend or budget ever recorded against them

Bounce rate sits at 2.19% — comfortably within a healthy range, and no evidence of a sending-reputation problem. This is the one part of the portal where the plumbing was clearly set up properly.
14 of 206 marketing emails are unretired clone or test sends left live in the account rather than archived after use — harmless individually, but they clutter reporting and make "how many real campaigns have we run" a harder question than it should be.
Forms work when they're used, but 28 of 32 are dormant. The two real performers — "Contact Technical Support" (564 views, 137 submissions) and "Mastering the Return to Work Whitepaper 2025" (172 views, 46 submissions) — show forms convert fine on this site. Several others were never renamed from their default placeholder title, and one is a straight duplicate of another live form.
All 30 campaigns show status "Unassigned." None carries a spend or budget figure, so there's currently no way to answer "what did any of this cost" from inside HubSpot.

Page views by month — www.yourworkspace.com

108,903 total views since June 2025, across hundreds of live pages this portal's own CMS objects don't account for

J

A

S

O

N

D

J

F

M

A

M

J

A

S

2025: Jun 7,432 · Jul 13,209 · Aug 13,072 · Sep 9,004 · Oct 8,221 · Nov 5,541 · Dec 5,378. 2026: Jan 5,913 · Feb 8,802 · Mar 6,281 · Apr 5,249 · May 4,876 · Jun 4,920 · Jul 4,416 · Aug 4,307 · Sep (partial) 2,282. Traffic peaked at 13,209 in July 2025 and has run at roughly a third of that for most of 2026.

Lens 02

Sales

The working pipeline is large and mostly healthy — the risk is concentrated in exactly who's holding what, and in an automation nobody seems to be watching.

530 / 952

Open deals in a live stage with an active owner — the real working set

34 deals / £695k

Sitting with Sam Freeman, an inactive user — nearly all inactive-owner exposure

381

Deals stuck at £0 with no owner in the stalled Metropolis pipeline

The "no next activity" field is a weaker signal than actual engagement history. Reading logged calls, emails, meetings and notes directly (now possible this round) tells a less alarming story: only 134 of 952 open deals (14.1%) have zero logged engagement of any kind, ever — and within the 530-deal live, actively-owned working set that drops further, to roughly a quarter. This is a forward-planning gap (nobody's scheduled what happens next), not a contact-neglect one — these deals have real history behind them.
369 of 952 open deals (38.8%) are flagged "stalled" by HubSpot's own logic. Worth triaging against the 530-deal working set specifically, since many stalled deals sit in the phantom/unowned stages already excluded from that number.
44% of open deals have no deal type and 42.9% have no close date at all — both block any time-phased forecast from being built cleanly, even though the underlying pipeline value is largely trustworthy.
The Sample and Support pipelines barely function as pipelines. Sample Pipeline has never recorded a single decline; Support Pipeline (used for deals, not tickets) has never recorded a single closed-lost deal despite 32 open records sitting in it.
The task backlog is the sharpest new finding here. 3,515 tasks exist portal-wide, and 1,328 of them (99.2% of everything still marked "Not Started") are overdue. Only 142 of the 952 open deals — under 15% — have any task attached at all, so for the other 85% there's no forward action logged anywhere, task or activity.

Before anyone reads performance into ownership: Sam Freeman's 2,068 contacts and 63 customer companies were very likely built up over real, successful work — the issue is entirely that nobody reassigned the book when they left, not that the book itself is bad.

New this round

The Lead object exists, is populated, and is functionally unused

4,045 records sit in HubSpot's dedicated Lead object — separate from Contact lifecycle stage — and 99.95% of them are correctly linked back to a contact. But 4,041 of the 4,045 (99.9%) are still open, and only 4 have ever been marked qualified or disqualified across the object's entire history. Something is creating leads correctly; nothing is working them.

This sits alongside, not instead of, the MQL/SQL gap in Finding 02 — it's a second qualification layer that was switched on and then never operated, rather than a duplicate of the same problem.

Lens 03

Customer Success & Support

The ticket queue itself is in good shape — 97% closed, and every currently-open ticket has an owner. The gap is upstream, in who owns the customer relationship once a ticket closes.

110 / 264

Customer companies owned by an inactive user or nobody at all (76 inactive + 34 unowned)

0 / 33

Currently open tickets with no owner — every live ticket is assigned

94% open

Of open tickets have no Category set, versus only 2.8% across the ticket table as a whole

Category capture has recently broken, not always been absent. Only 31 of 1,098 tickets lack a category overall, but 31 of the 33 currently open tickets are among them — whatever process used to populate this field on close appears to have stopped working on new tickets.
Priority is essentially decorative. 86.7% of all tickets and 27 of 33 open tickets have no priority set, so nothing can be triaged as urgent from the field alone.
87.3% of tickets arrive by Email against 12.1% by Form and almost none by Chat or Phone — a single high-volume inbound channel worth instrumenting properly given how much flows through it.

Data model

Ticket Category behaves as multi-select, not single-value

Across the 1,067 tickets that have a category set, the individual category values sum to 1,180 — about 113 more than the number of tickets. That means a meaningful share of tickets carry more than one category tag simultaneously, which is fine for reporting as long as it's accounted for (a simple "% of tickets by category" read would overstate volume by roughly 10% if this isn't factored in).

General Inquiry (512) and Product Issue (422) dominate; genuine hardware categories — Lock Hardware (37), Network (20), Card Reader (7), Digilock Keys (7), Lock Battery (0) — see comparatively light use given this is a hardware support desk.
Real ticket subjects sampled from the most recent 15 include genuine hardware faults ("Ojmar Locks running out of batteries", "2 offline locker bank controller(s) for company 'Linklaters'") alongside what looks like automated system noise landing in the same queue ("Quarantine report from 15.09.2026 12:00 PM for helpdesk@yourworkspace.com", a forwarded Genetec visitor-approval notification) — worth a light filtering pass so genuine fault reports aren't diluted by inbox noise.

Lens 04

Finance

The headline pipeline number is largely trustworthy — that's the good news. The product catalogue and quoting process, now visible for the first time, show a business that still runs almost entirely on a single lump-sum deal amount rather than itemised revenue.

£23.79m

Of £24.49m reported pipeline is both in a real stage and actively owned — 97.2%

29.1%

Of all deals carry no currency code — a real risk if this portal ever aggregates across GBP/EUR/USD

3.6%

Of deals (47 of 1,320) use line items at all — everything else is a single lump-sum amount

Win rate and cycle time are healthy and worth defending as-is: 68.8% all-time win rate, 17-day median time to close. These numbers are being computed on real, mostly-clean 2026 data (only 14 deals predate 2026), so they're a fair baseline for this year's targets.
Closed-lost reason capture is good: all 115 closed-lost deals in 2026 carry a reason — 100% capture, with no historical comparison year to check for degradation since deals barely existed before 2026.
34.8% of all deals (460) have no amount recorded at all — separate from, but likely overlapping with, the 381 Metropolis deals that are valued at zero rather than simply blank.
7 open deals worth £118,330 carry a forecast category manually set to "Closed" — near-identical value to the 9-deal, £118,332 Automation Error bug, strongly suggesting the same root cause.

New this round

The product catalogue exists but revenue still runs on deal amount alone

79 products are set up in the catalogue, and every one of them has a product type recorded — that part is clean. But 100% have no tax category and 98.7% have no billing frequency set, and only 3.6% of all deals (47 of 1,320) actually use line items to itemise what's being sold; the other 96.4% rely on a single lump-sum deal amount. Where line items are used, several don't match anything in the product catalogue — they're free-text entries rather than catalogue references.

Quoting shows the same pattern one step further along: 13 quotes exist, 69% still in Draft, and none has ever been sent or accepted. 77% aren't linked to any deal at all. 4 quote templates exist to support a process that, on this evidence, isn't really running yet.

Confirmed as genuine zeros, not blind spots: Invoices, Subscriptions and Carts all returned zero records under full read access this round — this portal simply doesn't use HubSpot's native commerce/billing objects. Deal amount is, in practice, the only revenue signal in this CRM today.

Lens 05

Data & Ownership

The thread that runs through Sales, CS and the funnel above: nobody owns the process of reassigning records when someone leaves, and nobody has built the qualification layer that would tell the rest of the business which of 6,603 contacts to work first.

2,263 / 6,603

Contacts (34.3%) sit with an inactive owner — 91.4% of them belong to one person

1,725 / 3,574

Companies (48.3%) have no owner assigned at all — nearly half the account base

6,448 / 6,603

Contacts sourced Offline (97.7%) — expected for this business, but means no scoring signal comes from digital behaviour either

No offboarding checklist exists. Nothing caught Sam Freeman's departure across three separate objects (contacts, companies, deals) — the same gap that let this concentration build up in the first place, and the one most likely to recur with the next departure if it isn't fixed structurally rather than as a one-off cleanup.
The 381-deal Metropolis stall and the 121 unmailable-but-marketed contacts both point at automations that write records but were never given a corresponding cleanup or exit condition.
The owner list itself doesn't reconcile. The owner-lookup tool returns 51 owners; the User object returns 46 — an 11% gap between "who HubSpot will let you assign records to" and "who actually has a user account." "Support Agent" is an active, assignable owner with no corresponding User record at all — a phantom or system seat, not a person. Separately, four of the inactive owners flagged elsewhere in this audit (Nicolaas Kerkmeester, Alistair Mains, Savannah Chilton, Jeremy Buzanis) turn out to be fully deleted user accounts rather than deactivated ones — a distinction worth making before deciding how to handle their records, since deletion and deactivation usually mean different things happened on the way out.
User creation dates show two distinct onboarding waves — an initial batch of 13 on 12 June 2025, and a second batch on 3 December 2025 that looks like an offshore or service-account seat addition. Useful context for licence review, separate from the data-quality findings above.

Trend

A young, still-growing portal — not a declining one

Every record in this portal was created from 19 June 2025 onward. There isn't the multi-year history to show a collapse; what there is shows steady, slightly cooling growth alongside a deal pipeline that has only really existed since the start of 2026.

Closed-won revenue by close date

2026 covers eight and a half months to 17 September

£44,402

2025

£7,498,463

2026 YTD

2026 by month: Jan £1,002,171 · Feb £1,491,256 · Mar £455,782 · Apr £1,413,839 · May £242,608 · Jun £1,408,592 · Jul £788,944 · Aug £413,797 · Sep (partial) £0 so far.

New deals created

Contacts followed a flatter curve: 3,229 (2025, from 19 Jun) · 3,374 (2026 YTD)

14

2025

1,306

2026 YTD

The deal pipeline effectively started in 2026 — 98.9% of every deal in the portal was created this year. Companies show the same pattern: 1,274 created in 2025 (from June), 2,300 in 2026, with every single company already carrying at least one deal.

The fixes, broken down

Changes by function

Every improvement is placed in one of three lanes: what you could do yourselves (mostly hygiene and settings — set, reassign, remove), somewhere in between (needs a data clean-up plus a decision on the target design), and where RevOps Hub can help (needs new process, scoring logic, or build work implemented). Click into any function below for the full breakdown.

33

Improvements identified across the portal

13

Do-it-yourself fixes — settings and hygiene

10

Hybrid fixes (data + decision)

10

Where RevOps Hub can lead

Each fix is tagged with the type of benefit it delivers — click any item to expand it and see the reasoning:

Cost Saving

Reduces spend, licence tier, or write-off risk

Efficiency Gains

Saves time, reduces admin, improves reporting accuracy

Revenue Generating

Grows or protects pipeline, conversion, or retained revenue

General Cleanup

Standardising properties, fixing or tidying existing data

Marketing — full breakdown

What you could do yourselves

2 items

▸Archive the 14 clone/test marketing emailsGeneral Cleanup

14 of 206 marketing emails are leftover clone or test sends that were never archived after use. Harmless individually, but they make "how many real campaigns have we sent" a harder question than it should be, and clutter every future reporting pull.

▸Rename placeholder forms and merge the duplicateGeneral Cleanup

Several of the 28 dormant forms were never renamed from their default placeholder title, and one is a straight duplicate of another live form. A quick rename-and-merge pass makes the form library usable when someone next goes looking for the right one.

Somewhere in between

2 items

▸Decide what happens to 211 drafted, never-published blog postsRevenue Generating

Every single blog post in the portal — all 211 — is still sitting in Draft. Some may be ready to publish, others abandoned; someone needs to triage which is which before this becomes either a content backlog or a wasted content engine. We help build the review and publishing workflow once the call is made.

▸Confirm where the live website is actually hosted and managedGeneral Cleanup

The live site at www.yourworkspace.com drove 108,903 page views and 192 form submissions since June 2025 — hundreds of pages of product, case-study and blog content that none of this portal's own Page, Landing Page or Blog objects account for. Confirm which platform actually runs the site day to day; we then reconcile HubSpot's tracking and forms against it properly instead of working from analytics guesswork.

Where RevOps Hub can help

2 items

▸Build campaign spend and attribution trackingEfficiency GainsRevenue Generating

All 30 campaigns show status "Unassigned" with zero spend or budget ever recorded — so there's currently no way to answer "what did this cost" or "what did it return" from inside HubSpot. Email performance itself is healthy (12.7% open, 1.3% click, 2.19% bounce across 19,020 sends), so the foundation to build real ROI reporting on top of is already there.

▸Diagnose and reverse the site's 15-month traffic declineRevenue Generating

Monthly page views peaked at over 13,000 in July and August 2025 and have fallen to under 2,300 this September — a sustained decline, not a seasonal dip. Once we know how the site is built (see the item above), we audit for the likely causes — content decay, technical SEO, lost backlinks, a platform or domain change — and build a recovery plan.

Sales — full breakdown

What you could do yourselves

4 items

▸Flag "Automation Error" as closed and investigate its causeGeneral CleanupEfficiency Gains

9 deals worth £118,332 sit in a stage literally called "Automation Error" that HubSpot's own closed-flag does not treat as closed. Whatever workflow or integration writes deals into this stage is failing silently.

Set the stage to a closed state as an immediate fix, then trace the automation that's dropping deals here — it's very likely the same integration behind the 381-deal Metropolis stall below.

▸Backfill next step and next activity on the real working setEfficiency Gains

100% of open deals have never had a next step written, and 98.4% have no next activity scheduled — even the 530 deals in the live, actively-owned working set. This is a habit gap on an otherwise healthy pipeline, not a data-quality one.

▸Put a close date on every open dealEfficiency Gains

42.9% of open deals (408 of 952) have no close date at all, which blocks any time-phased forecast. Set one on entry to a stage and keep it current at every stage change.

▸Clear the overdue task backlogEfficiency Gains

1,328 of 1,339 "Not Started" tasks (99.2%) are overdue, and only 142 of 952 open deals have any task attached at all. A triage pass — close what's no longer relevant, reschedule what still is — clears the backlog and makes the task list trustworthy again as a planning tool.

Somewhere in between

3 items

▸Reassign every record owned by Sam FreemanRevenue GeneratingEfficiency Gains

2,068 contacts, 63 customer companies and 34 open deals worth £695,250 all sit with one inactive user. The bulk reassignment tooling is ours; who inherits which accounts is a decision only your sales and CS leads can make.

Start with the 34 open deals and the 63 customer companies — that's where live revenue risk actually sits — then work through the remaining contacts.

▸Decide what happens to the Sample and Support-pipeline dealsGeneral Cleanup

Sample Pipeline has never recorded a single decline and Support Pipeline (used for deals) has never recorded a closed-lost deal, despite 32 open records sitting in it. Decide whether these pipelines are still needed in their current form, then we help retire or rebuild them.

▸Decide whether to actively use or retire the Lead objectGeneral Cleanup

4,045 leads exist and are correctly linked to contacts, but 99.9% have never been qualified or disqualified — the object is populated but nobody works it. Either commit to running leads through a real qualification step (which sequences with the scoring work below) or retire the object so it stops implying a process that isn't happening.

Where RevOps Hub can help

4 items

▸Fix or retire the Metropolis automationEfficiency GainsGeneral Cleanup

381 deals — 28.9% of everything in the portal — are created at £0 with no owner and sit permanently in "Identify." The pipeline's own "Dead" stage has never been used once. We trace the integration, decide with you whether it should write directly to a working stage, require an owner on creation, or stop creating deals altogether for records that don't clear a minimum bar.

▸Build an offboarding checklist that reassigns records automaticallyEfficiency GainsRevenue Generating

Nothing caught Sam Freeman's departure across contacts, companies and deals at once. A structural fix — stale-owner alerts plus an automatic reassignment workflow — stops this recurring with the next departure, rather than requiring another one-off clean-up in a year.

▸Define and build lead scoring & an initial outreach processRevenue GeneratingEfficiency Gains

Zero contacts have ever reached Marketing Qualified Lead and no scoring property of any kind exists on the contact object, so there's currently no signal telling anyone which of 6,603 contacts is worth calling today. Combined with 91.7% of contacts carrying no Lead Status, an engaged prospect and a cold record are indistinguishable in the system.

We define the scoring model (fit plus engagement) and the speed-to-lead workflow that sits on top of it, so a lead that shows real intent gets routed and contacted within minutes rather than sitting unnoticed in a database that's 97.7% offline-sourced to begin with. This has somewhere solid to land — 97.4% of contacts that do reach Opportunity or later already have a genuine deal attached, so the pipeline downstream is trustworthy once qualified leads start feeding into it.

▸Clarify the Marketing → Sales handoff and shared top-of-funnel metricsRevenue GeneratingEfficiency Gains

Marketing Qualified and Sales Qualified are configured in the lifecycle but have never been used as a real handoff point — there's no agreed definition of "ready for sales," no SLA on what happens next, and no shared number either team can point to when talking about top-of-funnel performance.

We help define what qualifies a lead and who owns it at each step, then build the reporting both teams see — the same conversion metric, not two different views of the same funnel — so top-of-funnel health becomes something that visibly drives pipeline rather than a gap between two teams. This sequences directly after the scoring and outreach work above.

Customer Success — full breakdown

What you could do yourselves

2 items

▸Find and fix why Category stopped populating on new ticketsEfficiency GainsGeneral Cleanup

Only 31 of 1,098 tickets lack a category — but 31 of the 33 currently open tickets are among them. Whatever set this field historically (a workflow, a form mapping, or manual habit) appears to have stopped working on anything created recently. Worth a quick check before it becomes a bigger backlog.

▸Make Priority a required field on new ticketsEfficiency Gains

86.7% of all tickets and 27 of the 33 open tickets have no priority — so nothing can be triaged as urgent from the field alone. The four options (Low/Medium/High/Urgent) already exist; just enforce them.

Somewhere in between

2 items

▸Agree the customer ownership and routing modelRevenue GeneratingEfficiency Gains

110 of 264 customer companies (41.7%) are owned by an inactive user or nobody at all. Decide who owns which customer and where an inbound query should land; we build the routing behind it.

▸Filter automated/system noise out of the ticket queueGeneral Cleanup

Genuine hardware faults share the same queue as quarantine reports and forwarded vendor notifications. Agree which senders/subjects are noise, and we build the filtering rule so the queue reflects real support volume.

Where RevOps Hub can help

1 item

▸Build response-time and resolution reportingEfficiency Gains

Not currently possible from this connection — first-response and resolution-time analytics need the Email/Call/Note engagement objects, which require a permission upgrade on this HubSpot connection. Once granted, we build the reporting layer on top of the (already largely healthy) 97%-closed ticket base.

Finance — full breakdown

What you could do yourselves

3 items

▸Set a currency code on every dealCost SavingGeneral Cleanup

29.1% of deals (384 of 1,320) carry no currency code at all, against 926 GBP, 9 EUR and 1 USD. That's a real risk the moment anyone aggregates deal value across the portal without checking currency first — a bulk edit against each deal's likely currency closes this quickly.

▸Correct the 7 open deals with forecast category "Closed"General Cleanup

7 open deals worth £118,330 carry a forecast category of "Closed" — a value almost identical to the 9-deal, £118,332 Automation Error bug in the Sales lane, strongly suggesting the same root cause. Fix both in the same pass.

▸Bulk-set tax category and billing frequency on the product catalogueGeneral Cleanup

100% of the 79 products have no tax category and 98.7% have no billing frequency. Both are quick bulk edits once the correct values are confirmed against the actual catalogue, and both need to be right before line items can be trusted for anything beyond a rough total.

Somewhere in between

2 items

▸Backfill deal type and deal amountEfficiency Gains

32.8% of all deals have no deal type and 34.8% have no amount recorded — both needed to separate new business from existing business and to trust any pipeline-weighted forecast. We define the standard values and the automation that maintains them; your team validates the historical classification.

▸Decide on and launch a real quoting processRevenue Generating

13 quotes exist, but 69% are still in Draft and none has ever been sent or accepted — the templates and object are there, but quoting isn't actually running as a process. Decide whether quotes should be the standard path to close for new business; we build the workflow and templates around that decision.

Where RevOps Hub can help

1 item

▸Build itemised revenue reporting from the product catalogueRevenue GeneratingEfficiency Gains

Only 3.6% of deals (47 of 1,320) use line items — everything else runs on a single lump-sum deal amount, and where line items are used, several don't match anything in the product catalogue. Once the catalogue is clean (the DIY fix above), we build the matching and reporting layer that turns deal amount into real product-level revenue visibility.

Data & Ownership — full breakdown

What you could do yourselves

2 items

▸Suppress the 121 unmailable "marketing contacts"Cost SavingGeneral Cleanup

90 hard-bounced and 31 opted-out contacts are still flagged as active marketing contacts, out of 2,803 total. Unmark them — a small, immediate saving on marketing contact tier spend.

▸Reconcile the owner list and remove the phantom "Support Agent" seatGeneral Cleanup

The owner-lookup tool returns 51 assignable owners against only 46 real User records — an 11% gap. "Support Agent" is assignable but has no user account behind it at all, and four inactive owners flagged elsewhere in this audit turn out to be fully deleted rather than deactivated. A quick reconciliation pass settles which seats are real, which are system accounts, and which records need a different offboarding treatment.

Somewhere in between

1 item

▸Assign an owner to the 1,725 unowned companiesEfficiency GainsRevenue Generating

48.3% of all companies — nearly half — have no owner at all, separate from the inactive-owner problem. Decide the assignment rule (territory, round-robin, or by existing contact owner); we run the bulk match once agreed.

Where RevOps Hub can help

2 items

▸Define MQL/SQL and build a lead scoring modelRevenue GeneratingEfficiency Gains

Zero contacts have ever reached Marketing Qualified Lead and only three have ever reached Sales Qualified Lead, and no scoring property of any kind exists. The good news is the plumbing downstream already works — 97.4% of contacts at Opportunity or later have a real deal — so a scoring and qualification layer built now has something solid to feed into, rather than having to fix the funnel and the scoring at the same time.

▸Data hygiene automation and quality alertingEfficiency GainsGeneral Cleanup

Validation rules, required fields, and stale-owner alerts tied to the offboarding checklist above. Because this portal is only fifteen months old, this is the cheapest point in its life to put guardrails in — before years of uncorrected records accumulate and the same clean-up becomes far more expensive.

★ marks the priority action in each lane of each function — the single highest-leverage fix to start with if a team can only pick one from that lane right now. Across the portal as a whole, four sit above the rest: flagging "Automation Error" as closed costs nothing and stops a live bug; reassigning Sam Freeman's book protects real revenue and customer relationships that currently have nobody attached; fixing ticket Category capture stops a recent regression before it becomes a backlog; and the MQL/scoring definition unblocks the one part of this portal that has never had any qualification logic at all. Fixing or retiring the Metropolis automation is the largest single build, worth doing once the quick wins above are in place — and the newly-visible Marketing and Finance gaps (an unpublished blog backlog, a quoting process that's never actually sent a quote) are worth the same quick-decision treatment before they compound.