Membership Management Automation for X2 Group Case Study

Through a Service Hub Enterprise implementation, Digifianz and X2 Group transformed their fragmented membership tracking process into a centralized, automated system inside HubSpot — improving onboarding visibility, renewal follow-ups, and long-term client relationship management.

About X2 Group:

X2 Group is a global network management company that specializes in connecting independent logistics companies worldwide through a series of exclusive, specialized logistics networks. With a growing membership base spread across multiple regions and network verticals, X2 Group needed a solution that could efficiently manage memberships, onboardings, and renewals while maintaining personalized, proactive member engagement.

Project and Goal:

Prior to partnering with Digifianz, X2 Group managed memberships and onboarding processes manually, lacking clear visibility into active memberships, their associated deals, or structured renewal cycles.

Their main objective was to implement HubSpot Service Hub Enterprise as a centralized platform to:

• Connect deals with memberships.
  
  
• Create dedicated onboarding and renewal workflows.
  
  
• Automate follow-ups and status updates.
  
  
• Provide real-time visibility for the management team.
  
  

This required creating a scalable and highly customized CRM environment capable of tracking multiple memberships linked to individual companies while managing their entire lifecycle.

Main Challenges:

• No membership management structure within the CRM.

• The same company often holding multiple memberships across networks and regions.

• No automated system for onboarding calls, success check-ins, or renewals.

• Heavy operational dependency on manual task management.

• The need to integrate region-based ownership and task assignments.

What We Did

To address these issues, Digifianz delivered a complete Service Hub Enterprise implementation with custom objects, pipelines, and workflows:

• Custom Membership Object: Designed to allow multiple memberships per deal, each tracked independently and linked to support tickets and renewal processes.
  
  
• Membership Pipeline: Built to manage onboarding calls, 3rd month business success check-ins, 7th month reviews, and annual renewals with clearly defined stages.
  
  
  
  
• Automated Workflows:

• • Auto-create memberships when deals reach the “Announced” stage.
    
    
  • Assign tasks to verify membership data.
    
    
  • Trigger onboarding call sequences.
    
    
  • Auto-enroll members into business success or retention calls based on timelines and status.
    
    
  • Automate renewal confirmation tasks and exit surveys at the 11-month mark.
    
    
• Role-Based Task Assignment: Automations assign ownership by network and region to the correct account managers.
  
  
• Pre-configured Email Templates & Sequences: Onboarding, success call, and renewal emails fully automated and personalized with contact and membership data.
  
  
• Automated Ticket Creation for Renewals: Seamless renewal management based on member responses at the 11th-month mark.

Results and Outcome:

The project significantly improved X2 Group’s ability to track, manage, and engage with members throughout their journey:

• Real-time membership visibility with a centralized pipeline.

• Automated onboarding and renewal processes, reducing manual errors and delays.

• Personalized, scheduled communications for onboarding, check-ins, and renewals.

• Role-based workflows ensuring the right team members were assigned tasks based on region and membership type.

• Improved operational efficiency and a scalable framework for continued growth.

Guidance and Continuity:

Throughout the implementation, Digifianz worked closely with the X2 Group team via weekly working sessions, covering CRM setup, workflow configuration, and email sequence management.

At the project’s close, we delivered custom documentation, session recordings, and process guides to empower their internal teams to manage and evolve the system independently. Future recommendations were also shared to expand automation coverage for renewals and network-wide reporting.

Conclusion:

This Service Hub Enterprise implementation allowed X2 Group to digitize and scale their membership management operations while ensuring personalized engagement for every client. The combination of custom pipelines, role-based automation, and proactive member communication has transformed their operational workflow.

If you’re looking for a partner to help build a scalable Service Hub implementation, we’d love to connect with you!