A notary office in Milan that runs every deed from HubSpot.

ACTO, led by notary Franco, handles property deeds, company acts and successions for private clients, agencies and banks.

Requests came in by phone and email. Tracking missing documents, signing dates and who was following each file depended on staff memory and shared folders.

A follow-up call could reach a different member of staff, who needed to find the previous exchange before answering. Instructions, outstanding questions and commitments were difficult to review together, especially when several people contributed to the same file.

The office also needed to distinguish an initial enquiry from a file ready to proceed. Without a recorded next action, a request awaiting clarification or documents could remain pending without a clear reminder to the person responsible.

1. 01HubSpot CRM with one pipeline per type of deed and stages that match the real notary workflow.
2. 02Document checklists and automatic reminders to clients for missing paperwork.
3. 03Records for agencies and banks that refer clients, with reports on volumes by source.
4. 04The client record brings together operational notes, the current stage and the next activity, so staff can see what has already been requested before contacting the client again. This supports continuity when a colleague answers a call or takes over the file.
5. 05Follow-up is tied to the actual outstanding item: a clarification, missing paperwork or confirmation of the next step. Referral relationships remain visible alongside the request, helping the office coordinate communication with clients and the agencies or banks involved.

• Every file with a clear stage, owner and signing date.
• Fewer calls to chase documents.
• Clear view of which partners bring work to the office.
• Previous exchanges and pending actions visible to the colleague handling the request.