A multi-business-unit insurance group within a major broking house
A single HubSpot preference centre, built to hold communication and consent choices consistently across every business unit inside a major insurance broking group.
Anonymised at client request: a multi-business-unit insurance group within a major broking house.
One group, several ways of managing the same thing
Insurance groups built through acquisition and internal expansion tend to accumulate separate business units, each with its own history of managing customer communications. Left alone, that produces exactly the pattern you'd expect: consent and communication preferences captured differently in different parts of the same group, with no single, reliable answer to a simple question. What has this contact actually agreed to hear, and from which part of the business. That's a compliance risk as much as an operational one. It also makes the group harder to run as one business rather than several. This client needed one coherent mechanism for capturing and honouring communication preferences across business units, not a separate fix bolted onto each one.
What the build actually involved
Equanax built a single HubSpot preference centre designed to serve multiple business units from one underlying mechanism, rather than being rebuilt separately inside each one. In plain terms, that means:
- One consent and communication-preference capture point, presented to a contact regardless of which business unit they first engaged with.
- A shared record of what a contact has agreed to receive, held centrally rather than duplicated and drifting apart across separate business-unit databases.
This is infrastructure work rather than a visible redesign. Nothing about how the group looks to a customer changes on the surface. What changes is what sits underneath: a single, honest mechanism for consent and communication preference, working the same way regardless of which part of the group a contact belongs to.
Presented honestly, as a scope-and-capability proof point
There is no quantified before-and-after metric attached to this build in the evidence Equanax holds for it, and this case study doesn't pretend otherwise. Unlike Equanax's other case studies, this one isn't built around a single hard number. It's included because it demonstrates something a metric can't: that Equanax can design and deliver a coherent preference-centre mechanism inside a live, multi-business-unit insurance group, working across organisational boundaries that make this kind of build genuinely harder than a single-entity equivalent.
What changed for the client
In qualitative terms, the group gained a single, shared place where communication and consent preferences live and are applied consistently, rather than something reconstructed separately inside each business unit's own systems. A preference set by a contact in one part of the group no longer needs to be re-established, or contradicted, elsewhere in the same organisation.
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