HubSpot Service Launch & Process Overhaul
From Shared Inbox Chaos to Insight-Driven Service Excellence
Client Overview
A global organization with a rapidly growing client base. Prior to this project, all customer service inquiries were managed through a shared Outlook inbox — leading to inconsistent response times, lost requests, and no reliable data on service performance.
The Challenge
Before this transformation:
Service requests were handled through a shared inbox, with no visibility into who owned a ticket or whether it was resolved. On other occasions, personal company accounts were being used, creating invisibility and lack of process cohesion.
No ability to measure performance, track recurring issues, or identify training opportunities.
Service processes varied by team member, leading to inconsistent customer experiences.
No formal tagging or categorization to understand trends or optimize workflows.
The organization needed:
A centralized, scalable ticketing platform.
Standardized processes that ensured consistency and efficiency.
The ability to track, measure, and analyze service data.
Organization-wide adoption of the new system.
My Role & Approach
I spearheaded the implementation of HubSpot Service, serving as both the project lead and process architect. This included technology configuration, process design, change management, and company-wide training.
Actions Taken
1. Platform Transition & Setup
Migrated from shared Outlook inbox to HubSpot Service.
Configured ticketing pipelines, queues, and automations to match business workflows.
2. Process Mapping & Redesign
Audited existing service workflows to identify inefficiencies and redundancies.
Mapped old processes to new streamlined workflows.
Eliminated outdated and unnecessary steps, standardizing best practices.
3. Insight-Driven Structure
Built dashboards to track KPIs like resolution time, volume by category, and customer touchpoints.
Implemented a tagging system to categorize requests, track trends, and measure resolution times by type.
4. Change Management & Training
Produced training videos and documentation.
Conducted live training sessions for all teams.
Led company-wide communications to ensure smooth adoption.
Results
100% of service requests tracked and visible in HubSpot, eliminating lost or duplicated tickets.
Standardized workflows improved response times and reduced errors.
Data-driven decision making enabled staffing adjustments and process improvements.
Created a scalable platform for proactive service improvements and trend tracking.
Key Takeaway
A service platform launch isn’t just a technical project — it’s a cultural shift. When processes are standardized and visibility is built into the workflow, teams become more responsive, accountable, and customer-focused.