Objectives & Challenges

With this in mind, we drew up a strategy in collaboration with Syndic4You to precisely define the objectives of our mission and provide a framework for the entire process.

Syndic4You's objectives were as follows:

• • Implement HubSpot's Hub Service
  • Train Syndic4You staff in the use of this new tool
  • Improve efficiency and time to process tickets to delight existing customers with an exceptional customer experience
  • Increase the engagement rate of after-sales service staff
  • Measure customer satisfaction
  • Turn existing customers into brand ambassadors

Solutions deployed

Some actions implemented:

• Implementation of Hub Service
• Customer journey mapping in HubSpot
• Creation of specific properties
• Ticketing management
• Creation of a support pipeline
• Automate ticket assignment
• Automate customer success by creating tasks and reminders
• NPS creation

The benefits

Once the framework had been defined, we were able to implement a whole series of actions, in line with the pre-established strategy. Thanks to the intervention of our team, we were able to achieve all the initial objectives.

By the end of this 6-month assignment, we had in particular :

• Implemented and parameterized HubSpot's Hub Service
• Created an NPS adapted to their business to collect data on customer satisfaction
• Created automated tasks for Customer Success members as soon as a new ticket was created by a customer
• Created dashboards to monitor the work of Customer Success team members
• Set up live chat and a chatbot to speed up the handling of requests
• Helped create the architecture for the new knowledge base to be used by Customer Success department members
• Set up the ticketing pipeline
• Etc.