How Keyline USA Cut Data Processing Time in Half with a HubSpot Service Hub Implementation
SmartBug Media was recruited by Keyline USA to oversee the manufacturing company’s transition from Salesforce Service Cloud to HubSpot Service Hub, primarily driven by cost and efficiency concerns.
The Problem
Burdened by Manual Management Processes
When Keyline USA came to SmartBug, the company was unsatisfied with the high cost of Salesforce and its current CRM’s lack of efficiency. Its existing manual ticket creation process was time-consuming, tedious, and prone to errors. Additionally, and as a result, data management was quickly becoming overwhelming.
For one, the creation of service tickets was entirely manual, and each interaction—regardless of the communication method—required a ticket. Needless to say, the process for managing and appropriately escalating each ticket was in dire need of restructuring.
Additionally, Keyline faced inefficiencies with Salesforce, including high costs and underutilization. The company needed to reimagine its workflows and build a new, optimized CRM from scratch to accommodate them.
At the time, Keyline USA had limited knowledge about CRM development, necessitating agency support. Matt Wilson, Service Manager at Keyline, cited SmartBug’s personalized approach and effort to understand Keyline's specific needs as the reason for the team’s overall satisfaction with the initiative
Instead of just taking our ideas and using our ideas, [the SmartBug team] contributed [their] own ideas into our system.
Our Solution
Workflow Automation and Self-Service Portal Streamline Request Processing
- HubSpot Service Hub Implementation
- Transition from Salesforce
- Staff Training and Onboarding
- Process Optimization
Keyline’s use of Salesforce wasn’t paying off, and the software no longer met business needs. The company needed a formal system for managing customer service tickets that leveraged automation to optimize workflows and maximize ROI.
Because the manual approach to processing requests was both outdated and inefficient, Keyline requested an overhaul of its CRM system. SmartBug was tasked with streamlining the new setup of HubSpot Service Hub—an advanced CRM that offers enhanced process automation and better data management and reporting capabilities.
SmartBug worked with Keyline over the course of six weeks to establish a system in which customers create their own tickets, reducing errors and saving time for customer service reps. Automated email notifications and specialized workflows for service repair requests have also helped streamline this process.
Working with SmartBug was a blessing to our company. Not only did they go above and beyond, but they learned our processes and made building the CRM fun and enjoyable. The team understood what we were trying to create as they met with members of our team describing the situations at hand. If they didn't have a solution, they made it a priority to figure something out. This SmartBug team was amazing. We thank You for your services and all the effort put into this build.
