The go-forward goal was simple: eliminate status black boxes after a sale. We started with an audit of the post-sale journey: what information Customer Success needed from Production, which signals Production needed from Sales, and where details were getting lost. 

That review confirmed the core pain points: manual emails, inconsistent job creation, and no shared source of truth for status or ownership.

We ran a short design phase with both team leads to agree on the objects, fields, and events needed for a clean handoff. Together we defined naming conventions, must-have properties, and a status map so HubSpot stages and Smartsheet statuses meant the same thing. We also set rules for ownership, SLAs, and a rollback plan to minimize risk.

The final plan focused on a lightweight, rep-first integration using Make.com and the platforms’ APIs. When a deal moved to closed-won in HubSpot, Make.com created or updated a Smartsheet row with the mapped fields, external IDs, and attachments. 

As Production advanced work or changed status in Smartsheet, Make.com posted those updates back to HubSpot to a dedicated ticket record, including timestamps and notes. 

Data discrepancies, like missing fields or failed writes, raised alerts so issues were fixed fast, not buried in email threads.

We piloted with one product line, iterated on field requirements and error handling, then rolled out broadly. The enablement phase included short live training, recorded walkthroughs, and role guides for each team. A two-week hypercare window handled edge cases and fine-tuned automations.

Outcomes were clear: Customer Success had real-time production visibility inside HubSpot, Production received complete and consistent job tickets, and both teams spent less time retyping information or chasing updates. The handoff became a system, not a task, which improved accountability and reduced avoidable mistakes.