Improve the customer experience with HubSpot's Service Hub

About Syndic4you

Syndic4You, a SaaS company specializing in building management, wanted to optimize its customer service and strengthen the loyalty of its existing customers. Although the marketing and sales departments were performing well, the company was facing challenges related to customer follow-up and the lack of alignment between the various departments.

Challenges

Syndic4You's initial challenges:

• Lack of a tool to effectively manage customer service.
• Increasingly large (and costly) number of customer support tickets.
• Lack of data on customer satisfaction and interaction tracking.
• No view of customer ticket processing time.
• No customer service automation.
• No knowledge base to help customers solve problems quickly.

Syndic4You called on Stratenet to implement HubSpot Service Hub and centralize customer service management, with the aim of better structuring operations and improving customer satisfaction.

Objectives

The objectives defined for Syndic4You were as follows:

• Implement HubSpot's Service Hub for optimal management of customer tickets.
• Train staff to use the new tool.
• Reduce ticket processing time and deliver an exceptional customer experience.
• Improve the commitment of Customer Success teams.
• Measure customer satisfaction on a regular basis.
• Turn customers into brand ambassadors to strengthen customer loyalty.

Solutions deployed

To achieve these objectives, Stratenet deployed the following solutions:

1. Hub Service implementation
   Full integration of HubSpot Service Hub to centralize management of tickets and customer interactions.

2. Customer journey mapping
   Detailed tracking of the customer journey, from ticket opening to resolution.

3. Ticketing management and automation
   Creation of a dedicated support pipeline, with automated ticket assignment and callbacks for Customer Success teams.

4. NPS creation
   Deployment of a Net Promoter Score to gather valuable data on customer satisfaction.

5. Implementation of dashboards
   Track Customer Success department performance via customized dashboards.

6. Task automation
   Automate task creation for teams as soon as a ticket is opened.

7. Live chat and chatbot
   Implementation of a live chat and chatbot for accelerated handling of customer requests.

8. Creation of a knowledge base
   Architecture and creation of a knowledge base accessible to the team to help solve customer problems.

9. Implementation of HubSpot's customer portal
   To efficiently manage customer requests, track them over time and measure satisfaction.

The results

By the end of this 6-month project, Syndic4You had achieved the following results:

• Reduced customer churn
  The churn rate dropped by 22%, from 39% to 17%.

• Fully integrated HubSpot Service Hub
  A Service Hub optimized to meet Syndic4You's specific needs.

• Improved customer follow-up
  Better ticket management and a global view of customer service performance thanks to dashboards and automation.

• Faster processing of requests
  Thanks to automation and the implementation of live chat and chatbot, customer requests are now handled much more quickly.

• Enhanced customer engagement
  The use of NPS enables us to measure customer satisfaction on an ongoing basis, transforming satisfied customers into true brand ambassadors.