The Challenge
A well-known golf and leisure venue near Edinburgh was struggling to manage inbound enquiries across several disconnected channels. Emails, social media messages, and website forms were being handled manually, with no clear system in place, making it easy to miss enquiries or delay responses.
At the centre of it all was a front desk receptionist who preferred to keep things offline and simple. The challenge was clear: set up an enquiry system that gave the business more control and reporting, while keeping the daily process easy and stress-free for the team.
Summary of Challenges
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Enquiries were scattered across email, web forms, and social media
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No visibility into volume, response times, or types of enquiries
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The team needed a no-fuss process that didn’t rely on technical confidence
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Internal follow-ups weren’t being consistently logged or tracked
The Solution
AutomateNow implemented a streamlined inbox within HubSpot, connecting all inbound channels into a single, centralised view. From this inbox, the receptionist was given three clear options, each action just one click:
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Close the conversation – for simple or irrelevant messages
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Create a support ticket – for venue issues or equipment questions, automatically routed to the right team
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Create a sales deal – for booking or quote requests, passed directly to the sales team for follow-up
“Everything came into one place, and she had three clear actions to choose from. There was no training needed, just logical, easy options she was already familiar with.”
— Sam Easton, Project Lead, AutomateNow
This approach allowed the reception team to remain in full control, without having to learn new systems or workflows. Behind the scenes, the business was finally able to track and report on enquiries accurately, something they’d never had visibility over before.
The Results
With the new inbox system in place, the golf and leisure venue gained both operational clarity and measurable performance insights:
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One central inbox made it easy to manage all enquiries, no matter where they came from, with response times being 40% quicker than before.
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Simplified task handovers allowed different types of queries to reach the right team member quickly
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Custom ticket tagging meant the business could analyse common themes (equipment, venue feedback, etc.)
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Clear reporting provided insight into enquiry volume, response rates, and follow-up quality, with 15 new easy to follow reports.
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User confidence increased, as the receptionist could manage enquiries without technical stress
“Our client was really happy with the change. It didn’t feel like a new system — just a more organised version of what she was already doing.”
— Sam Easton, Project Lead -AutomateNow
Now equipped with cleaner data and a scalable process, the venue has the tools it needs to deliver faster, more consistent responses, while freeing the team to focus on guest experience.
