In April 2021, the customer service area of AD Barbieri , a company dedicated to Steel Frame, came to our doors with the need to implement an internal and external ticket creation method that would allow centralized monitoring of progress through the different areas of evaluation, processing and approval; involving/notifying specific internal users depending on whether their participation was necessary or not.
The platform needed to allow specific data to be recorded for the different support cases. This data also had to be able to be entered via forms that would simplify the operation for users (internal/external).
After closing the ticket, the customer was to receive an automated satisfaction survey that would allow them to evaluate the performance of both the process and the sector.
Additionally, it was necessary to generate reports with metrics that reflected both the actions of the support team and the level of customer satisfaction.
The implemented solution consisted, broadly speaking, of:
The creation of separate forms (one for clients and one for internal use) to allow tickets to be opened ONLINE.
The implementation of a pipeline on the HubSpot platform that replicates the stages of the ticket analysis and approval process.
Generating notification alerts for approval circuit participants.
Creating and automating the sending of customer satisfaction colombia phone number surveys after tickets have been closed.
The creation of 45 specific properties of different types within the platform that would allow for describing, classifying and tracking tickets entered by clients/collaborators.
Setting up reporting dashboards with ticket metrics and satisfaction surveys.
Training of the customer service team in the use of the platform and the new functionalities of the process.
The creation of users with specific permission profiles according to their functions/needs within the process.
All developed entirely within the HubSpot Service Hub module environment.