Construction & Facilities Services · Case Study
Replacing a legacy work order system with an enterprise operations platform.
How Sector Growth moved Renaissance Maintenance, a national facilities maintenance and construction contractor, and its sister company SCG off a custom-built legacy system and onto one HubSpot Enterprise platform, with two branded vendor portals and two ServiceChannel integrations.
- Industry
- Facilities Maintenance, Snow, Paving & Construction
- Client
- Renaissance Maintenance (+ sister company SCG)
- HubSpot Products
- Enterprise: Sales · Service · Marketing · Data · Revenue
- Integrations
- ServiceChannel (one per company) · two branded vendor portals · Microsoft Teams
- Scope
- Implementation, RMS migration, custom development & Super Admin training, July to November 2026
- 80+
- Recorded working sessions over four months
- 10+
- Purpose-built pipelines, from intake to invoice
- 20min
- Before an unaccepted work order escalates
- 66
- Scenarios in the user acceptance test library
01 · The challenge
A custom system the operations team said was “working against us.”
Renaissance dispatches independent contractors to client sites across the United States for emergency and scheduled repairs, periodic contracts, snow removal, paving, backflow inspections and capital projects. For years it ran on RMS, a custom-built internal system. By 2026 that system had become the constraint, and after evaluating HubSpot against ServiceNow, Renaissance chose to consolidate its operations on HubSpot.
Work arriving from everywhere
- Work orders came in through ServiceChannel, OfficeTrax, Corrigo and shared inboxes.
- Project managers moved between systems to accept, dispatch and update each job.
- Clients set strict response windows by severity, with no automated alerts behind them.
Money and compliance by hand
- The CFO needed to stop backdated contractor invoices and keep reports reconcilable months later.
- Customer invoicing, contractor bills and batch invoicing were largely manual.
- Contractor W-9s, insurance certificates, trades and service areas were collected by email.
Two companies, one deadline
- Project managers work Renaissance and SCG jobs in one environment.
- SCG needs its own branding, queues and record visibility.
- Snow season, from around October 1, is one of the most intense periods of the year.
02 · The solution
One platform for the whole work order lifecycle.
We assembled a cross-functional team for strategy and process design, configuration, data migration and custom development. From the July 20 kickoff the engagement ran on a near-daily cadence, with every session and decision logged in a shared project tracker.
- 01
Discovery through reverse demos
Reverse demos of RMS showed its data model, contractor records, work order types and invoicing logic. Dedicated sessions then mapped intake and dispatch, RFPs and proposals, periodic and bulk work, contractor compliance, snow operations, batch invoicing and the construction group's bidding end to end.
- 02
A data model built for field operations
Deals became work orders with primary status, invoice status, bill status and client severity (SEV1 to SEV5). Custom objects hold client sites and contractor companies, association labels give each contractor contact a role, and a site that moves gets a new record, so past work orders keep the address where the work was done.
- 03
Pipelines for every operational flow
Open Queue, Active Work Order, Sales/RFP and Periodic Contract pipelines; ticket pipelines for service fulfillment, bill status and contractor onboarding; an SCG pipeline that keeps linked work orders in step; and construction RFP and project pipelines with versioned rebids and two change-order models.
- 04
Automation tied to SLAs and margin
A work order not accepted in 20 minutes alerts project and operations managers, and at 30 minutes a company-wide Microsoft Teams alert fires. SEV1 paving alerts run around the clock, RFPs escalate before the 48-hour target, and line items carry contractor cost, customer price and margin from price books with seasonal rates.
- 05
Portals, integrations and the migration
Branded vendor portals for Renaissance and SCG take applications, W-9s and insurance certificates, then show approved contractors their work orders for check-in, photos and invoices. A ServiceChannel integration for each company, a field-mapped and QA'd migration of the RMS history, and a nine-session Super Admin program complete the handover.
03 · The outcome
One place to run the business, with SLAs enforced by the system.
By late October 2026 the platform build and portal were deployed to production, and Renaissance began user acceptance testing against a 66-scenario use-case library.
One place to run the business
Intake, dispatch, contractor execution and billing are designed to run in one system instead of RMS, inboxes and client platforms in parallel.
SLAs protected by automation
Unaccepted emergency work escalates automatically, minute by minute, instead of depending on someone noticing.
Margin visible on every job
Contractor cost, customer price and margin are calculated as line items are created.
Compliance as a workflow
Contractor onboarding, document review and approval move through the vendor portal and a tracked pipeline rather than email.
Two companies, properly separated
SCG runs with its own portal, pipeline and integration while staying linked to shared operations.
Owned in-house
Renaissance's administrators were trained to govern and extend the platform, with more than 80 recorded sessions as a reference library.
04 · Stack
Products & integrations used.
| HubSpot Enterprise suite | Sales, Service, Marketing, Data and Revenue Hubs serving Renaissance and SCG in one environment. |
|---|---|
| Custom objects | Client sites and contractor companies, with each contractor contact's role as an association label. |
| Vendor portals | Two branded portals for contractor onboarding, assigned work orders, check-in, photos and invoices. |
| ServiceChannel integrations | One per company: acceptance rules, status updates, SLA timing, recurring services and invoicing holds. |
| Microsoft Teams | A company-wide alert when a work order sits unaccepted for 30 minutes. |
| RMS migration | Customers, sites, contractors, contracts, work orders, proposals, invoices, bills, line items and documents. |
Running operations across a legacy system and client platforms?
We build HubSpot platforms like this one for field service and construction businesses, with the portals and integrations the operation depends on.