Service Hub
Tickets, SLAs, routing and self-service, on the same record as the deal that created them. Including the handoff from sales, which is usually the real problem.
Help desk
One workspace with every channel in it, and a ticket that exists from the first message rather than from when somebody noticed.
SLAs and routing
Response and resolution targets the system enforces, and assignment rules that do not depend on who is watching the inbox.
Self-service
A knowledge base and a portal, so the answerable questions get answered without a person and the rest reach one faster.
AI on the front line
Breeze answering from your own content across email and chat. As good as the knowledge base behind it and no better.
Retention and feedback
Surveys, the customer success workspace, and account health where the person who owns the renewal will actually see it.
Service analytics
Volume, time to first response, reopens and the recurring cause behind them, which is the report that changes anything.
Ignite Group
Ignite Group helps businesses win grants and subsidies across the Netherlands and Germany. Their Salesforce had not been properly owned since the admin who built it left, and a newly acquired division was running on spreadsheets and Word documents. We assessed, designed, built and trained them onto HubSpot, and stayed on for the year that followed.
Read the storyWhat we do in Service Hub
Fix the sales to service handoff
What has to be true before a deal can close, who owns the account afterwards, and what gets written down instead of said on a call.
See the work →Implement Service Hub
Channels, pipelines, SLAs, routing and the knowledge base, set up so the first week of tickets is already measured properly.
See the work →Design the ticket model and the SLAs
Categories that match how you actually fix things, priorities that mean something, and targets your team can hit.
See the work →Keep it running
A standing few hours a month for the routing change, the new survey and the report somebody asked for on a Tuesday.
See the work →