Support, Supercharged: A HubSpot-Powered Service Transformation
In the world of payroll and HR tech, customer support isn’t just a backend function—it’s a critical part of the user experience. One established software provider knew their growing customer base needed a faster, more efficient, and more secure support journey.
So, they reimagined their Help Desk from the ground up—with automation, compliance, and real-time insights leading the charge.
What they wanted:
- Faster ticket resolution and prioritisation
- A scalable support system to handle growing customer volume
- Customer feedback loops to fuel continuous improvement
- Enhanced data security and PII compliance.
What they needed:
- A centralised customer support hub
- Automated ticket routing and ownership management
- Customer portal upgrades with structured ticket forms
- Weekly survey workflows to monitor satisfaction
- A support system built natively on HubSpot
The problem
As their user base expanded, this tech-forward business realised their existing ticketing setup just wasn’t cutting it. Support interactions were rising, but the tools in place required too much manual effort—from sorting queries to assigning ownership—which slowed down response times and introduced inconsistencies.
Their goal wasn’t just to “keep up”—they wanted to lead. That meant building a framework for high-performing, high-trust support: automated, efficient, and compliant. A formal feedback loop and tighter controls around customer data were essential steps in turning this ambition into reality.
The solution
Working collaboratively with the internal team, we implemented a tailored support system using HubSpot’s Service Hub Professional.
Key deliverables included:
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A New Support Centre: Designed a centralised Help Desk, categorising tickets by customer and query type to streamline response workflows.
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Automated Ticket Prioritisation: Built workflows to intelligently assign ticket ownership and urgency—no more manual triage.
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Enhanced Customer Portal: Upgraded forms to collect all the right info upfront, reducing back-and-forth and speeding up resolution times.
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Customer Feedback Loops: Rolled out automated weekly surveys to measure satisfaction and guide continuous improvement.
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Data Compliance Measures: Embedded a structured PII compliance framework aligned with Australian privacy regulations.
The impact
The shift to HubSpot created an immediate difference—both in process and perception. Ticket resolution times dropped thanks to smarter automation, and early survey data showed a lift in customer satisfaction.
By removing manual barriers and introducing real-time insights, the support team is now empowered to focus on what they do best: solving problems and supporting customers. The added bonus? Data handling processes are more secure and transparent, reinforcing the company’s reputation for trust and care.
With this transformation, the team is now set up with a scalable support engine—built to grow, built to comply, and built to delight.