case studies

Floral Retail: HubSpot Service and Communication Case

Client

Floral company. The company aimed to enhance order and contract management, optimize service processes, and increase efficiency of agents.

Industry

Floral Retail

Challenges

A floral retailer needed clearer case distribution and a shared customer view. Routine Automation configured HubSpot service workflows, communication channels, a knowledge base, AI-assisted chat and reporting. The project goals included:

  • Optimizing case distribution workflows.

  • Empowering the service process with AI-powered solutions.

  • Providing agents with a more complete customer view.

  • Centralizing customer communication for ease of access.

  • Improving sales process automation with integrated task management and calendar features.

Solutions

  • Customized HubSpot Implementation
    HubSpot was configured to meet the client’s unique business needs, ensuring that case distribution workflows were automated and optimized for better efficiency. Custom dashboards provided actionable insights into sales and service performance, enabling real-time tracking of key metrics to drive better business outcomes.

  • HubSpot Help Desk Configuration
    We set up routing rules across various communication channels, including email, AI-powered live chat, Facebook, calls, and SMS, creating a seamless multi-channel experience. Automated CSAT surveys were integrated to gather valuable customer feedback and further improve the service process.

  • Knowledge Base Setup
    The knowledge base was configured and integrated with AI-driven live chat, allowing agents to deliver faster, more accurate responses. The knowledge base articles were also made available through a self-service customer portal, enhancing customer satisfaction and reducing agent workload by empowering customers to find answers independently.

  • Reports & Dashboards Configuration
    Custom reports and dashboards were developed to track key performance indicators (KPIs) related to service efficiency, customer engagement, and agent productivity. These tools allowed the team to continuously optimize both sales and service strategies, resulting in improved business performance.

Results

  • Case distribution: Automated workflows supported routing to service agents.

  • AI-Powered Service Process: Integrated AI-driven live chat, increasing customer self-service interactions by 50%, reducing agent interventions.

  • Improved Customer View: Centralized CRM data, giving agents a 360-degree customer overview and reducing case resolution time by 30%.

  • Unified Communication Platform: Connected email, chat, SMS, and social channels into HubSpot, achieving 100% centralized customer communication.

  • Optimized Sales Processes: Migrated sales tasks and calendar into HubSpot, boosting task completion rates by 25% and increasing sales efficiency.

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