70,000+ tickets migrated · Enterprise SaaS
Savance: 70,000 tickets migrated, 20,000 duplicates removed, no data loss
Savance carried fifteen years of legacy ticketing data and a HubSpot portal weighed down by duplicates and rising marketing contact costs. Over four months we migrated the service history, cleaned the database and unified Sales, Marketing and Service Hubs.
- Industry
- Enterprise SaaS
- Region
- United States
- Engagement
- 4-month transformation
- Systems
- Legacy ticketing, HubSpot Sales + Marketing + Service Hub
The largest migration we have run — 70,000+ records, zero lost
Tickets migrated
70k+
Fifteen years of service history
Duplicates removed
20k+
Contacts and companies merged
Manual work removed
70%
Across service and sales operations
Email open rate
27%
Up from 18% before cleanup
01
The challenge
Fifteen years of support history sat in an unstructured legacy system that nobody wanted to touch. Meanwhile the HubSpot portal had accumulated more than twenty thousand duplicate records, which inflated the marketing contact bill every month and made every report arguable.
- 70,000+ unstructured legacy tickets with inconsistent fields and no clean object mapping
- 20,000+ duplicate contact and company records inside HubSpot
- Marketing contact costs climbing quarter on quarter for records nobody was emailing
- Slow lead follow-up caused by unclear ownership and manual routing
- Executive reporting limited to whatever could be exported and reconciled by hand
02
What we did
A migration at this volume is a data engineering project with a change management project attached. Both ran in parallel across four months.
- 01
Architecture first
Object model designed before a single record moved: how legacy tickets map to Service Hub tickets, which associations must survive, and what gets archived rather than migrated.
- 02
Service Hub migration
Staged extraction, transformation and load of 70,000+ tickets with associations preserved, validated by a reconciliation report against source counts at every batch.
- 03
Deduplication and hygiene
Twenty thousand duplicates identified by matching rules, merged with a documented survivorship policy, and prevented from returning through required fields and import governance.
- 04
Automation and cost control
Sales and marketing workflows rebuilt, marketing contact settings corrected so the business stops paying for records it never emails, and deliverability hygiene applied to nurture lists.
- 05
Change management
Custom dashboards for leadership plus role-based training that got the team to high adoption within days of cutover.
03
The results
- 20,000+ duplicates eliminated with governance in place to keep them from returning
- Marketing contact spend reduced by several hundred dollars per month
- Bounce and spam complaint rates down; email open rate improved from 18% to 27%
- Real-time leadership reporting and forecasting from a single reconciled dataset
Capra transformed how we use HubSpot and gave us a system we can confidently scale with.
Services used
The work behind this engagement
Questions
About this kind of project
Can HubSpot handle 70,000 migrated support tickets?
Yes. The constraint is rarely HubSpot — it is the mapping. Legacy ticket fields, statuses and associations have to be modelled onto Service Hub objects before load, and batches have to be reconciled as they land.
How do you remove 20,000 duplicates without losing data?
Matching rules identify candidate duplicates, a written survivorship policy decides which values win, merges run in batches with rollback points, and a reconciliation report shows exactly what changed.
Does cleaning the database really reduce HubSpot costs?
It can. Marketing contact pricing means duplicated and unused records show up on the bill. Savance saw several hundred dollars a month removed once duplicates were merged and marketing contact settings were corrected.
More work
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Tendercare
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Tendercare, a US mobile health app, had never run a formal CRM. We built their HubSpot portal from an empty instance into a working lead-to-customer system, with nurturing that runs whether or not anyone remembers to follow up.
Next step
Want the same outcome on your portal?
Bring us the messy version. We will tell you what it would take to fix it, in writing, before you commit to anything.