Kongo Statement of Work · Caravan HQ · Phase 1 · Ref 723FB902
Statement of Work · Phase 1

Caravan HQ

A unified HubSpot platform across both dealerships — bringing sales, service, workshop scheduling, and post-sale customer care into one source of truth, with two custom apps that fit the way Caravan HQ already works.

Reference
723FB902
Date
21 May 2026
Valid until
20 June 2026
Prepared for
Ethan, Caravan HQ

01Engagement summary

The engagement is structured in three layers. Translate is the discovery and design phase that locks down what gets built. Production is the 12 months of unlimited build, configuration, integration, and support that follows. Custom Work covers the two bespoke apps that sit alongside the standard HubSpot build.

Translate Discovery, documentation, and rule-setting for each selected engine.
CRM Foundation
CRM Platform — object schemas, properties, permissions, views, and automation foundations
 $2,100
Lead-to-Pipeline Engine
Marketing Hub — inbound and outbound lead capture, scoring, routing, and nurture workflows
 $1,875
Pipeline-to-Revenue System
Sales Hub — deal pipeline structure, sales automation, forecasting, and handoff processes
 $1,875
Customer Retention Engine
Service Hub — onboarding workflows, health scoring, renewal management, and support automation
 $1,875
Translate subtotal $7,725
Production Unlimited build, integration, and deployment of the Translate scope.
Complete — 12 months
4 engines × $1,950/mo × 12 months
 $23,400
Production subtotal $23,400
Custom Work Bespoke apps embedded in HubSpot, scoped specifically for Caravan HQ.
Workshop Scheduler
Drag-and-drop scheduling interface across both dealerships, opened from any workshop ticket
 $9,500
Caravan Price Configurator
Role-aware quoting interface with live margin calculation, opened from any deal
 $7,500
Custom App Hosting & Maintenance (annual)
Annual fee covering both custom apps — equivalent to $250/month across the 12-month term
 $3,000
Custom Work subtotal $20,000
Total Engagement (ex GST) $51,125

All prices AUD, excluding GST. Annual hosting and maintenance for both custom apps is included in the total above.

02Payment options

Option 1 · Monthly

Six monthly instalments

$9,373/ month inc GST

Six equal monthly payments over the first six months of the engagement. Credit card via Stripe.

Option 2 · Upfront Save $4,218 (7.5%)

Pay upfront, save

$52,020inc GST

7.5% discount for single upfront payment. Pay by invoice, 7-day terms.

Ready to proceed

Sign off and start Phase 1

Review and sign the engagement

03Foundation and data migration

The foundation phase sets up Caravan HQ's HubSpot environment to mirror how the business actually operates across the two dealerships, the Queensland service centre, and the workshop. Discovery workshops with Ethan, Lee, and the relevant team leads will lock down the data model and the operational rules before any build starts.

Data model

HubSpot will be configured with the standard CRM objects (Contacts, Companies, Deals, Tickets, Products) plus a custom Caravan object holding one record per VIN. Each Caravan record will carry build date, model, options configured, location (Pakenham or Queensland), stock status, wholesale cost, retail price, photos, warranty start and end dates, and associations to the contact who reserved or purchased it, the deal it sold on, and any workshop tickets raised against it.

Stock status will double as a Kanban pipeline so the team can see at a glance which units are Available, Reserved, Sold, Delivered, or In Transit, filtered by dealership.

Parts and accessories catalogue

HubSpot's product catalogue will hold parts, accessories, and aftermarket items as individual products with a stock-on-hand custom property maintained against each. This gives the team a single place to record SKUs, cost, retail price, supplier, and current stock level. It is not a bill of materials system and does not handle multi-warehouse inventory movements — the catalogue is the source of truth for product information and headline stock levels, not a full inventory management system.

Migration approach

Existing data from Easycars (inventory), Workshopmate (workshop history), and the spreadsheets currently maintained alongside both will be audited during Translate, mapped to the HubSpot data model, and migrated in stages. The migration approach prioritises clean live data — historical records are retained where useful for reporting, but cleansing happens before migration rather than after.

04Sales — pipeline, configurator, and post-sale handoff

The sales build replaces the Excel-and-memory pricing process, brings every deal stage into one pipeline, and automates the handoff between the Victorian dealerships, the Queensland service centre, and the warranty team.

Deal pipeline

A single deal pipeline runs from new lead through to delivered. Stages include New Lead, Contacted, Showroom Visit, Configured & Quoted, Deposit Taken, Build & Delivery, Closed Won. Deal properties capture the rep, dealership, base model, configured options, wholesale cost, retail price, margin, and reserved Caravan record. Stage-change automation handles tasks, notifications, and downstream triggers — for example, when a deal moves to Deposit Taken, a handoff task list is generated for the Queensland coordinator covering finance documents, insurance options, and warranty registration.

Caravan Price Configurator

The configurator is one of the two custom apps in this engagement. It sits as a panel on every deal record and replaces the spreadsheet pricing process the sales team currently uses. The mockup below shows the working interface.

Indicative UI — Caravan Price Configurator opened from a deal record
Deal 00234 · Sarah and Michael Thompson · Pakenham
Configure caravan price
Base model
Silverline 16ft Outback
2 berth · Off road
$65,000
Silverline 19ft Family
4 berth · Touring
$72,000
Adventurer 18ft Off Road
2 berth · Heavy duty
$78,000
Adventurer 21ft Premium
4 berth · Premium
$94,000
Options · Chassis & suspension
✓
Off road suspension upgrade
$3,450
Independent trailing arm
$5,200
✓
Off road coupling
$890
Summary
Model
Silverline 19ft Family
Base price$72,000
Options (2)$4,340
Retail$76,340
Manager view
Wholesale cost$63,225
Gross profit$13,115
Margin17.2%
Reserve unit
VIN VHQ24F0055 · Pakenham

The configurator is built on the live HubSpot product catalogue. Reps pick a base model, layer on compatible options, and see retail price, wholesale cost, gross profit, and margin update on the fly. The wholesale and margin section only renders for users in the sales rep and manager roles — sales support users see retail only. Permissions are driven by the HubSpot user record, so no separate access management is needed.

When the spec is locked in, the rep selects an available Caravan from stock that matches the configuration. Saving generates a HubSpot quote with the configured line items, flips the selected Caravan record from Available to Reserved with the contact attached, and writes the full configuration back to the deal. The quote is sent for e-signature via DocuSign, completing the entire path from configuration to customer signature without leaving HubSpot.

Lead allocation and SLAs

Inbound leads from the website, phone, and email route automatically to the closest dealership based on customer postcode. Lead SLAs notify the sales rep if a lead has been sitting without activity for a defined window, escalating to the dealer principal if the SLA is breached. This addresses the situation Ethan raised in discovery — a manager needs to know when leads sit untouched, not three weeks later when the deal's gone cold.

Quotes, contracts, and post-sale handoff

Quote templates branded for Caravan HQ are configured for both standard quotes and configured-caravan quotes. DocuSign integration handles contract sending, signing, and storage against the deal record. When a deal closes, an automated handoff sequence triggers: the Queensland coordinator is auto-assigned based on territory, a welcome flow goes to the customer, and a handoff task list lands in the coordinator's queue covering finance documents, insurance options, and warranty registration.

05Service and workshop

The service build replaces Workshopmate and the monday.com boards currently used by the warranty and workshop teams. Two ticket pipelines run in parallel — Warranty Cases and Workshop Jobs — with the Workshop Scheduler sitting on top of the Workshop pipeline as the second of the two custom apps in this engagement.

Warranty Cases pipeline

The warranty pipeline handles customer-facing cases. Stages include New, Assigned, Awaiting Parts, In Progress, Awaiting Customer, Resolved, Closed. Each warranty case carries ticket type, severity, warranty claim category (water ingress, electrical, chassis, appliance, cosmetic, other), under-warranty status (yes / no / goodwill), and a link to the affected Caravan record.

SLA policies enforce first-response and resolution targets by severity — Critical gets same-day resolution, High gets two business days, Medium gets five. Breaches escalate automatically to the warranty manager. Ticket reporting gives the team visibility on resolution times, SLA breach reasons, and warranty cost by category.

Workshop Jobs pipeline

The workshop pipeline handles operational scheduled work — warranty repairs, scheduled services, pre-delivery inspections. Stages include Scheduled, In Progress, Awaiting Parts, Awaiting Customer, Complete, Cancelled. Each workshop job carries scheduled start and end, estimated hours, lead tech, additional techs, required skills, parts ordered, parts ETA, dealership, and job type.

Workshop tickets carry photo attachments. Techs photograph the van during the job from the HubSpot mobile app — body damage, leaks, dodgy wiring, anything that needs to flow through to the warranty team. The warranty team sees the photos against the linked Caravan record, so the conversation moves out of paperwork and chat threads and into the customer's record where it belongs.

Workshop Scheduler

The Workshop Scheduler is the second custom app in this engagement. It sits as a panel on every workshop ticket and gives coordinators a proper calendar view of tech capacity across both dealerships. The mockup below shows the working interface.

Indicative UI — Workshop Scheduler opened from a workshop ticket
Ticket WS-1043 · VIN VHQ23J0017 · 24 hours estimated · Skills: electrical + chassis
Schedule workshop job
Pakenham
Queensland
To schedule
WS-1043
VHQ23J0017
24h · elec + chassis
Mon 26
Tue 27
Wed 28
Thu 29
Fri 30
Tom W.
elec, chassis
PDI #1041
WS-1043 · 8h
WS-1043 · 8h
Mia C.
elec, gas
WS-1043 · 8h
Service #1039
Jake R.
chassis
PDI #1042
Annual leave
Annual leave
Priya S.
interior, gas
Walk-in repair
Auto-allocated: 24h split as Tom 16h Tue–Wed + Mia 8h Wed. Both qualified, both available, business hours respected.

Coordinators see a weekly calendar with techs as rows and time slots as columns, split by dealership. Existing scheduled work renders as coloured blocks on the relevant tech's row, so capacity is visible at a glance. Allocation is drag-and-drop — drop the current job onto a tech's row, drag the handles to set duration, drag again to reschedule.

Multi-tech jobs split across techs and across days. A 24-hour build can run as three techs working two days each without leaving the calendar. The scheduler enforces business hours, skips weekends, and flags conflicts in real time — overlapping bookings, work outside business hours, or a tech assigned to a job they don't have the skills for. Saving writes scheduled start, scheduled end, lead tech, additional techs, and per-tech hour allocations back to the source ticket, so reporting on tech utilisation and workshop capacity uses standard HubSpot ticket reporting.

The scheduler also proposes allocations. When a job is opened, it looks at the estimated hours, required skills, and current calendar load, then suggests a split — for example, "Tom 16h Tue–Wed plus Mia 8h Wed" — based on which techs are qualified, available, and have the capacity. The coordinator accepts the suggestion, edits it, or ignores it and allocates manually. The aim is to make the obvious answer one click rather than five minutes of squinting at the calendar.

06Marketing and post-sale automation

The marketing build is where the $5K aftermarket revenue per van — flagged in discovery as expected but inconsistently captured — gets systematically recovered. Three sequences run in parallel from the day a customer takes delivery: warranty registration nurture, insurance follow-up, and accessories nurture timed to ownership milestones.

Lead capture, scoring, and routing

Website forms, phone enquiries (logged via the HubSpot mobile app or office 365 integration), and walk-in registrations all flow into the same lead capture path. Lead scoring rules promote contacts based on engagement signals — showroom visit booked, configurator session opened, brochure downloaded. Routing rules send the lead to the closest dealership based on postcode, with manual override for territory exceptions.

Lifecycle and segmentation

Contacts move through lifecycle stages from Subscriber through Lead, MQL, SQL, Opportunity, Customer, Evangelist. Segments are built for high-value campaigns — long-horizon buyers (12+ months out), recent purchasers in the first 90 days, owners approaching their first scheduled service, owners coming up on warranty expiry. Each segment drives its own communication cadence.

SMS and email channels

Email runs natively through HubSpot — branded templates, snippets for common rep replies, sequences for one-to-one follow-up after events or showroom visits. SMS triggers via Sinch Message Media — chosen for the deepest HubSpot integration, with rich personalisation and automation. SMS is used sparingly for time-sensitive notifications — deposit reminders, delivery confirmations, service due reminders — rather than as a broadcast channel.

Event tracking

A custom Event object captures every show, expo, and dealer day. Contacts captured at the event link back to it via association, so the team can see contacts met at the event, revenue attributed to it, deals in flight, and cost-per-acquisition. The model gives Ethan a clean answer to "was Caravan and Camping Supershow worth it last year" — a question that's hard to answer today.

Breeze AI

HubSpot's Breeze AI tools are configured in Phase 1 to assist the team in three places. Contact and deal summaries auto-generate so anyone picking up a record sees the recent activity, sentiment, and outstanding items without scrolling through the timeline. Email drafting assistance speeds up rep replies. Forecast intelligence surfaces deals at risk based on activity signals. Breeze is configured rather than fully replacing human judgement — the team stays in the driving seat.

07Reporting and dashboards

Role-based dashboards give each part of the business the view they need. A leadership dashboard for Ethan and Lee covers revenue forecast, deals in pipeline, stock by status across dealerships, workshop capacity, warranty cost trend, and customer sentiment. A sales manager dashboard tracks rep activity, conversion by stage, average deal size, and lead response times. A workshop dashboard shows tech utilisation, scheduled-vs-actual hours, SLA performance, and open warranty cases by category.

All dashboards are dynamic — drill into any chart to see the underlying records. Reports can be scheduled to email recurring summaries to stakeholders who do not log into HubSpot daily. The reporting build follows an audit, recommend and rebuild approach during Translate, so the final report set is what the business actually uses, not a wall of reports nobody opens.

08Integrations

The following integrations are configured as part of Phase 1.

09Timeline

The engagement runs across 12 months with the live cutover targeted for 8 to 10 weeks from kickoff. The shape of the engagement is roughly as follows.

10Out of Phase 1

The following are deliberately parked for Phase 2 and beyond. They are not blockers for Phase 1 going live and are scoped separately once the foundation is in use.

Caravan HQ · Phase 1 SOW · Ref 723FB902 · 21 May 2026