Consumer Products & Retail Success Story

How Chelsea Clock Replaced a Legacy ERP With a Connected Repair Service Operation in HubSpot

Chelsea Clock ran its repair business inside a 2007-era Great Plains ERP, disconnected from the Shopify store customers used to order and submit repairs. Campaign Creators replaced Great Plains' CRM functions with HubSpot Service Hub Enterprise and Sales Hub Professional, added a custom repair ticket pipeline, and connected it to Shopify through Unific.

Chelsea Clock has manufactured timepieces in Chelsea, Massachusetts since 1897 and is the oldest clock manufacturer in the United States. Alongside manufacturing, it runs a dedicated repair-service business restoring customer clocks, including heirloom pieces decades or a century old, for customers across all fifty states.

Repair orders originate through the company's Shopify storefront, and the work depends on coordinated handoffs between sales, service technicians, and customers waiting on timepieces they have shipped in and cannot see. Before this engagement, that coordination ran through a Great Plains ERP installed in 2007, with no connection to Shopify, QuickBooks Online, or the inventory and phone systems the business runs on today.

Industry

Consumer Goods – Clock & Watch Repair

Tools Used

HubSpot Service Hub Enterprise
HubSpot Sales Hub Professional
Unific (Shopify Integration)

Services

HubSpot Onboarding
Custom Integration
Custom Reporting Dashboards

The Challenge

Chelsea Clock's service and sales teams ran the repair business inside Great Plains, a 2007-era ERP with no connection to Shopify, the platform customers used to place orders and submit repairs. The ERP tracked neither the live order source nor the shop-floor repair process in a form the team could report on.

Every additional repair that moved through the shop without a connected system meant another customer calling in to ask where their clock stood, and another gap in the reporting leadership needed to see how the operation was performing.

Fragmented Systems and Missing Visibility

1. Disconnected order intake.

Repair orders came in through Shopify, but the ERP managing the repair workflow had no link to it. Staff had no single place to see a repair's status from the moment a customer submitted it.

2. No proactive status communication.

Customers had no way to check a repair's progress without calling in. The service team absorbed a steady volume of status-check calls that a connected system could have deflected.

3. No structured operational reporting.

Leadership described "major pain on reporting," with no consistent way to see how repairs were progressing across the business. Bottlenecks and performance trends in the repair operation went unmeasured.

4. A documented process that didn't match the real one.

The process documentation provided pre-engagement described a different workflow than the one Chelsea Clock's service and sales leadership actually ran on the shop floor. Building directly from that documentation would have produced a pipeline the team couldn't use without a second rebuild.

5. Disconnected inventory and financial systems.

Parts inventory lived in Fishbowl and accounting in QuickBooks Online, separate from both the ERP and Shopify. A given repair's cost and parts usage had no traceable link back to the order that generated it.

"Chelsea Clock needed to get off a system from 2007 without slowing down a repair business that runs every day. We sequenced the data migration and the Shopify integration so the team never lost track of an active repair during the switch."

— Kiara Carniewski, Account Executive, Campaign Creators

Why Chelsea Clock Chose Campaign Creators

Chelsea Clock needed a partner that could replace a legacy ERP's workflow functions in a repair business that couldn't pause for a rebuild, and connect that new system directly to Shopify so order and repair data lived in one place. The engagement required:

Migrating CRM and workflow functions off a 2007-era ERP without losing continuity on active repairs.
A live, two-way sync between Shopify and the new system so repair orders flow in without manual re-entry.
A repair ticket pipeline built around rework tracking for the business's day-to-day process.
Reconciling legacy customer records split across separate repair and direct-purchase ID schemes.
Custom reporting dashboards built against the business's own stated requirements.

Campaign Creators is a HubSpot Elite Solutions Partner with direct experience migrating service-dependent businesses off legacy systems and onto HubSpot without interrupting the operations that depend on them.

Solution: How Campaign Creators Rebuilt Chelsea Clock's Repair Operation Around HubSpot

Campaign Creators mapped the repair process as Chelsea Clock's team actually ran it before building the HubSpot structure to match it.

A Pipeline Built From the Real Shop-Floor Process

During the discovery and assessment call, Campaign Creators found that the repair process described in Chelsea Clock's pre-engagement documentation didn't match the workflow its service and sales leadership actually ran on the shop floor. Campaign Creators redesigned the ticket pipeline around the process actually in use, building more than 16 named stages running from intake and disassembly through fulfillment, with rework tracked separately from first-pass repairs.

Hub Integration Connection_40px_teal_light

Shopify Orders Into HubSpot

Campaign Creators connected Shopify to HubSpot through Unific, authenticated via the HubSpot App Marketplace, establishing a live two-way sync so repair orders placed through Shopify flow directly into the HubSpot pipeline without manual entry. Mid-build, repair-order line items stopped carrying over correctly through the sync; Campaign Creators flagged the issue directly to Unific for resolution.

Reconciling Two Customer ID Schemes From Great Plains

Historical customer and repair records moved from Great Plains into HubSpot through a structured CSV migration, run separately from the live Unific sync. Great Plains had tracked the same customer under two different ID schemes, one for repair activity and one for direct purchases, which caused 32 contacts to fail the initial import on duplicate-email conflicts. Campaign Creators merged the affected records and added a dedicated "Customer Account ID 2" property, preserving both legacy references on a single contact record.

Properties Shaped by How the Teams Work

Campaign Creators defined the property set needed to run the business by working from how the service and sales teams actually used customer and repair data day to day.

Admin Access for Two, Scoped Access for the Rest

Users were set up with access matched to their role: full administrative access for the two staff members managing the HubSpot account, and scoped access for service and sales team members, limited to viewing and updating customer records.

Feedback Surveys Deferred Until Repairs Shipped

HubSpot's feedback survey tools (CES, CSAT, and NPS) were scoped as a second-phase addition, sequenced for launch once completed repairs began shipping, since there were none yet to survey at launch. Campaign Creators' most recent records do not confirm that phase has gone live.

Support Past Go-Live

Campaign Creators worked through go-live blockers directly with the team, including a shared technical account that had never accepted its HubSpot invite, resolved by coordinating with the one staff member who had access to the inbox holding the verification code. Reporting support continued well past go-live, with Campaign Creators fielding detailed questions about how the custom reporting dashboards calculate and filter data into the following spring.

The Results

Chelsea Clock now runs its repair business on a single connected system, with reporting visibility it didn't have before:

HubSpot Service Hub Enterprise and Sales Hub Professional now run Chelsea Clock's repair business in place of the Great Plains ERP.
A dedicated "Customer Account ID 2" property reconciles 32 customer records that the legacy ERP had split across two separate ID schemes.
Four custom reporting dashboards, built against Chelsea Clock's own requirements worksheet, are live in HubSpot.
Historical customer and repair records were migrated from Great Plains through a structured CSV import, run separately from the live Shopify sync.
Feedback survey tools (CES, CSAT, NPS) are scoped for a second phase, sequenced to start once repair volume supports it.

Chelsea Clock's repair business now operates on a single connected system, with the reporting structure in place to measure it going forward.

Impact: A Single Connected Record for Every Repair

Chelsea Clock's repair operation now runs on a single connected system of record, with a customer data structure that resolves the legacy ERP's split ID scheme at the record level. The reporting dashboards built against Chelsea Clock's own requirements sit on top of that same structure, so the numbers they surface trace back to one accurate customer record, not duplicates.

Solve Fragmented Service Operations With Campaign Creators

Service-dependent businesses running on a legacy ERP often reach a point where the system holding their workflow together no longer connects to the platforms their customers use. Replacing that system without disrupting the operations it supports requires a partner that treats the storefront connection as core infrastructure, not an afterthought.

Closing that gap means migrating workflow functions onto a platform that connects directly to ecommerce and reporting without manual re-entry, building a process-specific structure the internal team can maintain, and reconciling the data inconsistencies a legacy system leaves behind.

Campaign Creators builds that structure using standard HubSpot tools, configured around how a business actually operates. Talk to a HubSpot expert to see how Campaign Creators can build a connected repair-service operation around your existing Shopify, QuickBooks, and inventory systems.