Case Study — 2026 HIVE Strategy Project of the Year

Transforming Family Support for 22 Campuses at Legacy Traditional

Vertex Education needed to replace fragmented guardian support processes across Legacy Traditional Schools with a system that could serve 22 Arizona campuses, multiple staff roles, and thousands of families. HIVE Strategy designed and implemented a centralized HubSpot Service Hub Enterprise infrastructure that intelligently routes, tracks, escalates, and documents every family inquiry.

22: Arizona campuses supported
180: Service Hub Enterprise seats
1: system of record
Automated: SLA-based escalation

About the Project

What we were solving for.

Across Legacy Traditional Schools’ multi-campus network, guardian inquiries were being managed through a combination of email inboxes, sticky notes, verbal handoffs, and individual staff processes.

There was no consistent way to know whether an inquiry had been addressed, who was responsible for it, how long a family had been waiting, or whether similar issues were occurring across multiple campuses.

Vertex Education needed more than a ticketing system. They needed a scalable family support infrastructure that could standardize the experience across 22 campuses while remaining intuitive for staff with vastly different levels of technical experience.

Replace disconnected email, verbal, and manual processes with one system of record for logging, managing, and resolving guardian inquiries.

Automatically determine both the appropriate staff role and campus responsible for each issue without maintaining separate routing logic for every location.

Establish SLAs and automated escalation paths so unresolved family inquiries are surfaced and reassigned before they are forgotten.

Create an experience that could support everyone from technical administrators to front-desk staff with no previous CRM experience.

Tools & platforms we used

HubSpot

“We’ve had an excellent experience working with HIVE Strategy across several complex HubSpot initiatives. HIVE helped us deploy HubSpot CRM and Service Hub across more than 20 school campuses, including the ability to track calls, parent inquiries, and service requests. Throughout the implementation, their team often anticipated our needs better than we did. They challenged our assumptions when appropriate, kept a strong focus on the end-user experience, and managed the project from configuration through training and post-launch hypercare. They also supported us through a particularly complex implementation related to our student application process. It took multiple iterations to arrive at the right solution, and HIVE remained collaborative and flexible throughout. The result has given us significantly better operational visibility into our application funnel and improved our ability to follow up with families and track their needs. One thing that especially stood out was their approach to partnership. After our initial SOW was signed, we discovered that a significant requirement had been left out. HIVE worked with us to restructure the SOW and deliver what we needed without additional cost. That level of flexibility and commitment has been consistent with our overall experience. Their team has taken the time to understand our organization, our schools, and the context behind our requirements rather than simply implementing HubSpot at face value. They have been responsive, collaborative, and willing to adapt timelines as dependencies and priorities changed. I would highly recommend HIVE to any organization implementing HubSpot, particularly education organizations or teams managing complex CRM deployments and integrations.”

Austin de Rossi

Vertex Education

The Engagement

The Challenge

Supporting families across a large network of schools creates a deceptively complex operational problem.

A guardian may call a campus, walk into the front office, send an email, or contact another staff member entirely. Before this implementation, those interactions could live in inboxes, sticky notes, conversations, or the memory of individual employees.

The challenge was magnified by organizational scale. The system needed to support approximately 20 campuses, distinct teams within each campus, multiple support roles, and users ranging from HubSpot administrators to front-desk secretaries who had never worked in a CRM.

And it all needed to be implemented, tested, and adopted before the first day of school.

That fragmentation created several problems:

Staff could spend time tracking down information guardians had already provided
Ownership of inquiries wasn’t always clear
Leadership lacked consistent visibility into response times and unresolved issues
Escalation depended heavily on manual follow-up
Disputes could become difficult to resolve without a documented interaction history
Recurring family questions were difficult to identify across the network

The ask was clear:

Create one scalable family support system that could intelligently route and escalate inquiries across every campus while remaining simple enough for every staff member to use.

The Approach

Centralized Help Desk Architecture

Implemented HubSpot Service Hub as the system of record for family support
Created a centralized Help Desk experience for managing guardian inquiries
Built dynamic views based on campus and user role
Created reporting views that allow leadership to seamlessly move between campuses

Custom Family Support Card

Designed and developed a custom Family Support Card for phone and in-person inquiries
Gave front-desk employees a simple, standardized way to create tickets without navigating complex CRM processes
Used custom user properties to automatically identify the appropriate campus based on team membership
Built functionality supporting automated ticket closure and escalation

Intelligent Multi-Campus Routing

Designed a two-layer role resolver and team assignment architecture
First determined which role was responsible for the inquiry category
Then identified which campus team should execute the request
Created reusable routing logic capable of scaling across approximately 20 campuses without duplicating rules for every location

SLA Management & Escalation

Established service-level expectations for guardian inquiries
Configured tiered escalation logic for SLA breaches
Automatically reassigned unresolved tickets to the appropriate higher-level team at the correct campus
Gave leadership greater visibility into unresolved and aging inquiries

Adoption, Training & Launch

Conducted extensive QA ahead of launch
Developed an “Intro to Your HubSpot Instance” video series
Created role-specific training videos
Built a supporting knowledge base and support form
Held scheduled office hours for staff
Successfully prepared the organization for launch before the first day of school

The Results

22 Campuses operating on one support infrastructure

180 Service Hub Enterprise users enabled

1 Centralized family support system

One system of record for guardian inquiries
Automated routing by issue type, role, and campus
SLA-based escalation for unresolved tickets
Consistent documentation of family interactions
Reduced reliance on inboxes, sticky notes, and verbal handoffs
Cross-campus reporting and leadership visibility
Infrastructure for identifying recurring questions and future self-service opportunities
No support inquiries to date related to HIVE-owned elements of the implementation

Vertex Education transformed family support from a collection of disconnected campus processes into a scalable service operation spanning the Legacy Traditional Schools network.

Rather than creating separate workflows for every campus, HIVE designed an architecture that separates issue ownership from campus execution, allowing the same underlying system to scale across approximately 20 locations. Staff now have a consistent way to capture and resolve family inquiries, while leadership has the visibility, documentation, and escalation infrastructure necessary to ensure issues are addressed.

The result is not simply a HubSpot ticketing implementation. It is a purpose-built family support infrastructure designed around how a multi-campus education organization actually operates.