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Financial Services & Wealth Management
$100m+
147k+
90%
CASE STUDY
Bluestone
Bluestone partnered with Digital Stand to centralise loan support and boost broker marketing using HubSpot, improving efficiency and insights.
Overview
Bluestone is a specialist non-bank lender supporting a growing network of brokers and customers across Australia. Before working with Digital Stand, Bluestone lacked a centralised platform for loan support, had minimal broker segmentation, and limited insight into marketing performance. Although some marketing automation existed, it was under-utilised due to poor structure, lack of segmentation, and minimal reporting.
PROJECT
Centralise loan support operations and optimise broker communications with automation and segmentation.
WHAT WE DID
Implemented HubSpot’s Service Hub to manage loan enquiries and Marketing Hub for broker engagement and reporting.
TIMELINE
Completed over a structured engagement period tailored to immediate impact and scalable growth.
Key Challenges
01.
No Central Loan Support System
Without a unified platform, customer loan support was fragmented across multiple channels, leading to inconsistent service and slower response times.
02.
Inefficient Broker Marketing Automation
Marketing automation was poorly segmented, causing generic outreach that failed to engage brokers effectively or scale communication efforts.
03.
Limited Interaction Visibility
There was insufficient insight into customer and broker touchpoints, making it difficult to track engagement and tailor communications appropriately.
04.
Inadequate Reporting and Attribution
Campaign and service performance data were scattered and incomplete, preventing accurate measurement of marketing ROI and broker engagement.
Process
Bluestone and Digital Stand collaborated to identify key service bottlenecks and marketing gaps. We designed workflows and segmented data to streamline loan support and broker communications, ensuring measurable improvements in automation and reporting.
Our Solutions
Digital Stand implemented HubSpot Service Hub and Marketing Hub to deliver a unified system for loan support and broker engagement.
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Service Hub Implementation (Loan Support)
We created a dedicated ticket pipeline to manage all loan enquiries, with custom properties for enquiry types, loan stages, and resolution times. Automated workflows routed tickets, triggered alerts, and tracked SLAs, while centralising email and call logs for a complete support history.
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Marketing Hub Optimisation (Broker Engagement & Growth)
The marketing database was restructured with broker segmentation by region, engagement, and channel. Lead lifecycle stages were defined with a custom scoring model. Dashboards tracked campaign metrics, alongside standardised naming and UTM tagging for accurate attribution.
Results That Speak for Themselves
Bluestone’s new HubSpot platform revolutionised loan support and marketing, delivering measurable improvements.
Centralised Support
Full visibility and management of loan enquiries in one system.
Better Marketing Insight
35% increase in performance reporting accuracy and depth.
Targeted Broker Outreach
Segmented and personalised communications at scale.
Stronger Lead Nurture
Automated workflows tailored by broker lifecycle stage.
"Digital Stand transformed our loan support and broker engagement with a streamlined platform that delivers real-time insights and personalised communication. It’s been a game-changer for our operations."
Head of MarketingBluestone Home Loans
Unified Platform Driving Growth and Efficiency
With Service and Marketing Hubs working seamlessly in harmony, Bluestone now delivers consistent, automated loan support alongside scalable and targeted broker engagement. This powerful, unified platform has brought greater clarity, improved operational efficiency, and enhanced growth readiness, significantly elevating the experience for both customers and partners alike.
40%
Faster loan support resolution time
35%
Marketing insight increase
50%
Targeted broker communication
25%
Lead nurture improvement