Discovery
Client Overview
Lakehouse Capital, a boutique investment management firm, manages two primary investment funds: the Global Growth Fund and the Small Companies Fund. Committed to alignment, trust, and delivering strong long-term returns, Lakehouse Capital sought a unified operational platform to support its complex investment management structure and personalised client communication.
The Problem
Core Challenges
Lakehouse Capital faced several critical operational challenges:
Fragmented Systems and Data Silos
Investor data was scattered across Excel, Zendesk, Mailchimp, and Apex, obstructing a comprehensive view of client relationships and interactions.
Complex Investor Structures
Limited Tracking and Follow-Up
The lack of tools for effectively tracking engagements from newsletters, webinars, and events caused poor lead nurturing and missed opportunities.
Revenue and Productivity Loss
Consequence
The Impact
These operational inefficiencies had significant consequences:
Reduced Productivity
Lost Opportunities
Ineffective tracking and fragmented data led to missed investor engagement and upselling opportunities.
Inefficient Client Segmentation
Limited ability to categorise and effectively communicate with investors hampered targeted outreach.
Slow Response Times
Inefficient email management led to delayed responses, affecting investor satisfaction.
The Solution
Streamlined Operations with HubSpot
Lakehouse Capital partnered with ScaleStation to implement HubSpot’s Marketing Hub Professional and Sales Hub Enterprise, creating an integrated, streamlined solution.
Unified Data Structure
Leveraged Sales Hub Enterprise Custom Objects and properties to mirror the registry data structure received from Apex, automating monthly imports and eliminating manual data handling.
Robust Data Model
Established accurate associations and hierarchies between Primary Contacts, Secondary Contacts, Funds, Transactions, and Agents.
Integration with Make
Automated calculations of total fund values and dynamic association of Funds to clients with accurate tagging, eliminating manual checks.
Enhanced Marketing Automation
Custom-designed emails and web forms enabled direct lead capture and automated timely responses. Automated workflows dynamically updated client lifecycle stages (Interested/Active/Closed).
Centralised Communications
Custom-designed emails and web forms enabled direct lead capture and automated timely responses. Automated workflows dynamically updated client lifecycle stages (Interested/Active/Closed).
Insights
Outcomes
Lakehouse Capital moved from fragmented systems and manual processes to an operational CRM that supports investor engagement at scale. By centralising data and automating key workflows, the team gained clearer visibility across client relationships, reduced manual effort, and created a more consistent experience for investors.
Before
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Investor data spread across disconnected systems
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Limited visibility into investor engagement
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Manual follow-ups and reporting processes
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Complex structures hard to manage accurately
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Inconsistent and delayed client communication
After
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Centralised investor data in one platform
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Clear visibility across investor engagement
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Automated workflows replacing manual processes
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Accurate management of complex investor structures
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Faster, more consistent investor communications
Key Takeaways
Valuable Lessons
Through HubSpot, Lakehouse Capital now enjoys enhanced operational clarity, improved investor engagement, and robust, scalable processes that align with their strategic goals.
Unified Data Model
A centralised data structure significantly enhances operational clarity and reduces manual workload.
Automate Client Engagement
Timely and targeted automation greatly enhances investor re-engagement and satisfaction.
Real-Time Insights
Successful system implementation depends on user buy-in and thorough training, a lesson from Xpon's Salesforce abandonment.
Proactive Management
Streamlined communication management boosts responsiveness, elevating investor experience and trust.
Enablement
Future Outlook
With a unified data model and better workflows now in place, Lakehouse Capital has a scalable foundation to support growth. The team can manage complex investor structures with greater accuracy, while maintaining clear visibility across relationships, communications, and activity.
As the business evolves, HubSpot enables Lakehouse Capital to improve reporting, respond faster to investors, and introduce new engagement initiatives without adding operational overhead. The result is a more resilient operating model that supports long-term performance and transparency.
"Positive experience with the ScaleStation team. From our first discussions with Kieran to Sarita and Dhrumi's help during implementation, their patience and proactive approach impressed us. They focus on building a lasting partnership rather than upselling, ensuring that the solutions meet our needs and help us manage our customers effectively. Thank you, team, for all your efforts!"
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