Introduction to Service Hub

HubSpot's Service Hub combines service automation and CRM capabilities to enhance your customer service. It's a critical tool for your service team, ensuring customers receive VIP treatment when configured and managed properly.

However, a incorrect setup can lead to unsatisfactory customer experiences and overlooked inquiries.

Partnering with Siteworx could be essential for customizing the platform to meet your unique needs and avoid the most common pitfalls.

Onboarding vs. Implementation

Choosing between onboarding and implementation for your HubSpot Service Hub? Whats the difference?

Implementation is about customizing the Service Hub to fit your service approach. This process involves creating custom properties and objects, setting up process automation, and workflows. The goal here is to make HubSpot the beating heart of your service department.
Onboarding offers a straightforward setup with the platform's standard features, alongside training to get your team up to speed on the basics.

Our Service Hub Implementation Process

1. Solutions Discovery Phase

We begin your HubSpot setup with a workshop, engaging with your team to understand your needs and evaluate feasibility. We highlight any limitations and propose solutions, then map out your project timeline, budget and key deliverables.

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2. Service Account Setup

You'll have a dedicated team of experts skilled in various migrations and implementations at your side. They bring a deep understanding of both your goals and the technology you're transitioning from. This team will guide you through the initial HubSpot setup, ensuring no critical settings or features are overlooked.

Included in your account setup:

Set up users and teams, ensuring correct access and permissions.
Define your service pipelines, including necessary stages and fields.
Transfer and review your support materials, such as snippets, guides, and knowledge bases.
Integrate calendars and emails for streamlined activity tracking and effortless meeting scheduling.

3. Custom Data Setup/Migration

HubSpot's standard setup—contacts, companies, and tickets—might not cover all your needs. No worries, we can customize HubSpot to accommodate any data you need to import.

What we can migrate for you:

Custom Properties: Track vital business information beyond the basics.
Custom Objects: Add entities like resellers, suppliers, parts, machines, and assets.
Associations: Define and label the connections between your data points.
Ticket Stages & Pipelines: Customize to mirror your service delivery stages and processes.

4. Getting you Integrated

Managing a complex tech ecosystem demands smooth data interchange between platforms. We'll link all your systems, allowing you to access and automate customer data directly within HubSpot

Billing & ERP Integration: Sync customer, order, and payment data to enhance service experiences.
External CRM Connectivity: Integrate with CRMs like Salesforce if you're not using HubSpot's CRM.
Field Service Solutions: Connect with tools such as Servicenow, Salesforce, SAP, Oracle, Zuper, Odoo, or other field service software.
Bespoke Integrations: Tailor-made connections for any platform, including your proprietary products.

5. Streamlined Knowledge Base Migration

We'll seamlessly integrate your knowledge base and support documents into HubSpot, centralizing management and maintaining uninterrupted customer support.

Email Templates & Snippets: For both automated and direct communications, ensuring quick and precise support.
Knowledge Base Articles: Including redirects to prevent lost traffic or dead links.
Product Guides & One-Pagers: Allowing you to monitor asset usage and identify content gaps.
Service Workflows: Automating processes to ensure consistent and comprehensive support.

6. Custom Service Reporting Setup

Understanding the importance of measurement for improvement, we'll create custom reports and dashboards to help maintain your team's SLA compliance and provide valuable insights for ongoing enhancements.

What we'll focus on:

SLA Management: Guaranteeing efficient service delivery and prompt responses to customer inquiries.
Capacity Planning: Assessing if there's a need for more support reps, process automation, or workload redistribution for better customer experience
NPS Scores: Evaluating customer satisfaction and support impact.
Custom Metrics: Offering solutions for tracking unique or non-standard metrics.

7. Empowering Your Team with Training

We're committed to guiding you through every feature and functionality we've implemented, setting clear expectations for operation.

Dedicated Expert Trainers: Our specialists, attuned to your objectives, will support you every step of the way.
Role-Specific Training Sessions: Customized training that caters to the unique needs of different user groups.
Practical Exercises: Engaging, hands-on activities to build confidence and competence in the system.
Documentation: We provide detailed documentation for ongoing reference and to increase onboarding time of new team members.