Unified insight and collaboration in HubSpot
A unified CRM system that connects customer service, sales, and marketing for better workflows and insights.
We helped the client consolidate their customer service, sales, and marketing teams in HubSpot. The goal was to create a holistic customer experience, enhance cross-team collaboration, and enable more efficient use of data throughout the customer journey – all aligned with the client’s existing processes and brand profile.
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Customer challenges
- Customer service, sales, and marketing operated in separate systems with no shared visibility
- Lack of overview and manual handovers created internal friction and a fragmented customer experience
- Support inquiries were not documented or shared across teams
- Valuable insights from customer service never reached marketing or sales
- The systems were inflexible and often required technical support for changes
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Actions taken
- Migrated customer service to HubSpot’s Service Hub and integrated it with existing CRM and order data
- Established a shared contact overview and timeline with full history from sales, marketing, and service
- Implemented a ticketing system with automated workflows for prioritization, assignment, and follow-up
- Set up reports and dashboards to share insights across departments
- Customized the solution to match the client’s brand and built a help center using HubSpot’s drag-and-drop page builder
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Results
- A more consistent and unified customer experience across all departments
- Faster response times and increased customer satisfaction due to improved information flow
- Reduced internal friction through a shared system and clearer ownership
- Customer service insights are now used strategically in both sales and marketing
- Increased operational efficiency and reduced reliance on developers for future updates and improvements