“Working with 6Minded to implement the HubSpot CRM system was one of the best decisions we made at Aquaforest. From the first contact, it was clear that we were dealing with a team that knows its stuff - they are specific, well organized and able to translate complex technology into real business needs. The entire implementation process went smoothly, on time and - most importantly - with full understanding of our specifics as a company operating globally in the aquarium industry. The 6Minded team not only took care of the technical side of the implementation, but also helped us arrange our sales and marketing processes to take full advantage of HubSpot's potential. We appreciate their partnership approach, flexibility and quick response time to our needs. Thanks to 6Minded, CRM ceased to be just a tool, and became a real support in the daily work of our sales and marketing team. With a clear conscience, we recommend 6Minded to any company that is looking for professional support in the implementation of modern CRM solutions.”
- Our work
- Aquaforest
How Aquaforest standardized complaint management in HubSpot
6Minded implemented a custom complaints (RMA) process as a dedicated custom object in HubSpot, integrated with Sales Hub Enterprise and Marketing Hub Professional — standardizing how claims are collected, tracked, and resolved, supporting multilingual operations, and embedding the process into Aquaforest's customer-facing portal.
In numbers
Languages supported in complaint forms & automated emails
Dedicated Complaints (RMA) custom object centralizing every case
About Aquaforest
Aquarium products manufacturing (since 1995)
Custom complaints (RMA) process
Sales Hub Enterprise & Marketing Hub Professional
Project Run in English and Polish
Aquaforest is a Poland-based manufacturer of marine and freshwater aquarium products — salts, supplements, foods, filtration media, and premium Oceanguard aquariums distributed globally. 6Minded built a structured, multilingual, SLA-driven after-sales process in HubSpot to centralize and resolve customer claims.
The challenge
Aquaforest had no standardized RMA framework, so complaints were managed inconsistently; claims arrived through fragmented channels without a unified data structure; both customers and internal teams relied on ad hoc, manual updates; and managers lacked clear SLA tracking and visibility into workloads.
Our role & approach
6Minded designed a dedicated Complaints custom object integrated with Sales Hub Enterprise and Marketing Hub Professional — centralizing intake, defining a clear pipeline and SLAs, automating multilingual communications, and embedding the process into Aquaforest's customer-facing portal.
Three areas we focused on
Centralized RMA object
A dedicated Complaints custom object so every claim is captured in one structure.
Multilingual intake
Complaint submission forms in three languages with all mandatory fields.
SLA-driven workflow
A Complaints pipeline with assignment rules, SLA notifications, and automated emails.
Deliverables & Recommendations
A clear overview of what we did to help drive stronger performance. Each deliverable is designed to support a more effective digital presence, improve the customer journey, and create a scalable foundation for continued growth.
Complaints object
A single custom object for structured intake and a traceable resolution history.
Multilingual automation
Standardized communications in three languages for customer transparency and trust.
SLA compliance
Automated alerts that reduce delays and ensure timely responses.
Scalability
A structure that grows with Aquaforest's expanding customer base and international operations.
Conclusion
By building a dedicated Complaints custom object and aligning it with HubSpot Sales Hub Enterprise and Marketing Hub Professional, 6Minded enabled Aquaforest to deliver a structured, multilingual, and SLA-driven after-sales process that enhances both operational control and customer satisfaction.
Grębosz, G.
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