Background
This client is a technology company that’s made waves in a traditionally old-school industry. Their groundbreaking systems are helping organizations across defense, aviation, and manufacturing reimagine how surface preparation gets done — safer, faster, and more sustainably than ever before.
But while their tech was cutting-edge, their customer service operations… not so much.
With a growing customer base spanning global markets, the company knew they needed to level up how they handled service requests. Their innovative product was raising the bar in the industry — but behind the scenes, they were still relying on spreadsheets, inboxes, and plenty of manual work to manage customer support.
They were ready to align their service operations with the same level of innovation they brought to their technology.
The Challenge
When we first connected, the team was running into three major roadblocks:
- Service requests slipping through the cracks: Without a structured process, things like product testing requests and purchase orders were handled manually. This meant no clear way to track, no easy way to report, and plenty of opportunities for delays.
- HubSpot underutilized: They had HubSpot in place but weren’t taking advantage of it. Meetings were logged manually, their chatbot wasn’t being used, and key workflows weren’t automated. The result? A lot of extra work with little visibility.
- Hesitation to adopt new processes: The team was used to Outlook and old workflows. Without training and resources to guide them, adoption was slow — and they knew they needed more hands-on support to make the switch stick.
In short: brilliant tech on the product side, but a service experience that didn’t match up.
The Solution
We took a hands-on, project-based approach to onboarding. Instead of talking about what HubSpot could do, we built the tools they needed inside the platform, together:
- Built a service pipeline: We set up a dedicated ticketing process for sample testing and created a roadmap for purchase orders. Forms and email channels were introduced so customers could easily initiate tickets themselves.
- Introduced automation: We replaced manual steps with workflows: conditional properties to keep tickets complete, confirmation emails for purchase orders, and more. Customers got faster responses, and the team saved time.
- Empowered the team: We created knowledge base articles to answer recurring technical questions and built dashboards to track performance. With training and resources, the team learned how to handle customizations and troubleshooting on their own.
The Results
- Workflows that work: Manual processes gave way to streamlined, automated service pipelines. Customers had a clear path to submit requests, and the team gained confidence knowing nothing would fall through the cracks.
- Better visibility: With reporting dashboards in place, leadership could finally see what was happening in real time: ticket volumes, time in pipeline stages, and overall performance.
- A confident, capable team: With training and the right tools, the team no longer avoided HubSpot — they embraced it. They could create new knowledge base content, adjust workflows, and even troubleshoot small issues independently.
The Bigger Picture
By modernizing their service operations, the company now backs its cutting-edge products with an equally impressive customer experience. They’ve shifted from reactive and manual to proactive and automated — positioning themselves to scale confidently as demand grows.
For their customers, that means less waiting, fewer missed requests, and more confidence that every interaction will be handled with the same level of precision as the technology itself.
For their team, it means working smarter, not harder. And that’s exactly what you want when you’re building a foundation for growth.