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Support, supercharged: A HubSpot-powered service transformation

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Support, supercharged: A HubSpot-powered service transformation
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This client is a well-established provider in the payroll and HR technology space, offering cloud-based tools to businesses across Australia. With a growing customer base and increasing demand for reliable, compliant support, they needed to modernise their Help Desk—not just for efficiency, but to reinforce the trust that underpins their brand.

 

The problem

As their customer numbers grew, so did their support volume. But the systems in place weren’t designed for scale. Tickets were triaged manually, ownership was unclear, and the customer experience suffered—especially for time-sensitive or complex requests.

 

Problem 1:

Support staff had to manually sort incoming queries and determine urgency. This not only delayed responses but created inconsistencies in how customers were treated.

Problem 2:

There was no structured way to gather customer satisfaction feedback, and handling personally identifiable information (PII) lacked standardised, auditable processes—a critical risk in a compliance-heavy sector.

The solution

Engaging.io implemented a customised support system using HubSpot Service Hub Professional, introducing automation, data privacy best practices, and customer feedback loops. The new setup offered a structured, scalable Help Desk built for faster support, smarter insights, and stronger trust.

The Strategic Plan
The Implementation
Build for Scale, Not Stress

  • Consolidate ticketing in a single system for transparency and accountability.

  • Use automation to free up agents and improve response time.

Build for Scale, Not Stress
Build for Scale, Not Stress

  • Consolidate ticketing in a single system for transparency and accountability.

  • Use automation to free up agents and improve response time.

Listen to Customers, Always
Listen to Customers, Always

  • Roll out weekly CSAT surveys to capture real sentiment and uncover friction points.

  • Use feedback as fuel for support optimisation.

Prioritise Trust and Security
Prioritise Trust and Security

  • Embed compliance frameworks into support operations.

  • Train staff and design processes that protect customer data from the start.

The Implementation

We began by reimagining the Help Desk architecture around a centralised ticketing system inside HubSpot. Tickets were categorised by issue type, customer tier, and urgency—ensuring clean data from the moment of submission.

Next, we built automation to prioritise and assign ownership in real-time. No more “who’s picking this up?”—agents now receive tasks based on clear, logic-driven workflows.

We upgraded the customer portal, adding structured forms that prompt users for the exact information support teams need—reducing back-and-forth and getting to resolution faster.

A feedback loop was introduced via weekly satisfaction surveys, triggered automatically when tickets are closed. This helps the client track team performance, monitor satisfaction trends, and flag problem areas before they escalate.

Finally, we embedded PII compliance logic into the workflow setup—using field-level controls, internal notes, and audit-ready ticket histories to align with Australian privacy standards.

 

The impact and results

The difference was felt immediately—both by customers and the internal support team.

Ticket resolution times decreased thanks to smart routing and clearer form inputs. Customers no longer had to repeat themselves or wait for a support agent to sort their ticket manually. Instead, they were served faster, with more relevant responses based on their issue type and tier.

The introduction of weekly surveys helped close the feedback loop, offering quantitative insights that hadn’t existed before. Now, customer satisfaction isn’t just anecdotal—it’s measurable.

Internally, the support team shifted from reactive to proactive. Automation handles the routine; agents handle the nuance. And with central dashboards tracking open tickets, resolution times, and CSAT scores, managers now have real-time visibility into performance and bottlenecks.

Crucially, the team now handles customer data with stronger governance and confidence. The structured compliance logic ensures PII is stored and processed correctly—reinforcing trust and reducing legal risk.

What was once a slow, manual process is now a scalable, secure support engine—purpose-built to grow with the business.

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