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Case Study: HubSpot Service Hub

Optimizing Customer Support with HubSpot Service Hub

Case Study Service Hub Hero
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Change Management

Industry

Information Technology
15-30 Employees
United States

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System Integration

Software

HubSpot Service Hub,
Custom Integration

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OVERVIEW

Enhancing Customer Support Operations with HubSpot Service Hub

An industrial software company partnered with ManoByte to implement HubSpot Service Hub to streamline their customer support operations. The goal was to improve their service pipeline tracking, establish clear SLAs, and gain relevant metrics.

Technology Stack and Integrations
  • HubSpot Service Hub
  • Portal Integration
  • Knowledge Base, Licensing, and User Guide
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Challenges

Before partnering with ManoByte, the company faced several challenges:

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Required a structured service hub for their customer support tickets

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No true process for tracking and managing support tickets

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Relied on email and Excel spreadsheets for managing their service pipeline, which was inefficient and prone to errors

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THE SOLUTION

Comprehensive HubSpot Service Hub Solution Transforms Customer Support Operations

ManoByte implemented a comprehensive solution using HubSpot Service Hub. This involved setting up a structured service pipeline to manage support tickets effectively, creating custom properties and automations for ticket tracking and resolution, and utilizing HubSpot’s customer portal for seamless interaction. Additionally, forms for ticket submission were developed, and the ticketing system was integrated with the Account Portal, linking it to the Knowledge Base, Licensing, and User Guide. This setup enhanced the company’s ability to manage customer support efficiently and gain valuable insights into their service operations.

Implemented a robust service pipeline within HubSpot

Established clear Service Level Agreements (SLAs)

Gained analytics on ticket types and service team performance

Improved the tracking and resolution of customer support tickets

PROVEN PROCESS

The ManoByte  Methodology®

The success of this project can be attributed to the ManoByte Methodology, which includes five detailed and structured phases:

Strategy (1)

Strategy

Conducted process discovery and developed a strategic plan.

Configuration

Configuration

Configured HubSpot settings and integrated existing systems.

Change Management

Change Management

Prepared and supported stakeholders for a smooth transition to the new system.

Development

Development

Custom development and integration with the Account Portal.

Implementation

Implementation

Configured Service tools, developed forms, and ensured data cleanliness.

Rollout (1)

Rollout

Tested the system, provided training, and ensured a successful launch.

IMPLEMENTATION PROCESS

Seamless Implementation of HubSpot Service Hub

Steps involved in the implementation process:

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Conducted a thorough discovery and strategy phase to understand the company's needs

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Set up HubSpot Service Hub for customer support operations, including pipeline creation, custom properties, and automations

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Configured the customer portal to enhance customer interaction

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Developed forms for ticket submission and tracking

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Integrated HubSpot with the Account Portal to link ticketing with the Knowledge Base, Licensing, and User Guide

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Provided training and support for smooth adoption of the new system

THE RESULTS

Comprehensive Solution Enhances Customer Support Operations

ManoByte delivered a robust solution that helped optimize customer support operations. The integration of HubSpot Service Hub, along with automation and improved ticket tracking, significantly enhanced the ability to provide efficient and effective customer support. A key factor in the project's success was our comprehensive Change and Risk Management Approach. By proactively identifying potential risks and implementing strategies to mitigate them, we ensured a smooth transition and adoption of the new system. Our structured approach to managing change helped the company seamlessly adapt to the new processes, minimizing disruptions and enhancing overall productivity.

Positive Outcomes:

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A streamlined and automated service pipeline within HubSpot 

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Clear SLAs established for customer support 

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Improved tracking and resolution of support tickets 

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Enhanced insights and analytics on service team performance and ticket types 

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Transition from email and Excel-based tracking to a centralized, automated system

Ready to transform your business?

Schedule a consultation with ManoByte today, and let us help you navigate the path to success!

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