CASE STUDY: HubSpot Service Hub In Action With Bridge VMS

Bridge VMS, a company that helps businesses and staffing MSPs manage shift and assignment workers across industries by streamlining processes, sought to enhance their reporting, integration, and real-time visibility to meet evolving customer expectations. 

Understanding the importance of unified teams and consolidated systems for improved customer success, Bridge VMS turned to HubSpot Service Hub to revolutionize their support operations. Partnering with Orange Marketing, a HubSpot partner with extensive experience in system migrations and Service Hub implementations, they embarked on a structured implementation process, achieving significant improvements.    

The Challenge

Prior to taking on HubSpot's Service Pro, Bridge VMS had a robust HubSpot setup for sales and marketing but relied on Freshdesk for their customer service needs. While Freshdesk provided a solid platform, the leadership team at Bridge VMS identified several limitations:

1. Manual Reporting: One of their service desk personnel manually compiled service metrics weekly using spreadsheets, which was time-consuming and prone to errors.
2. Lack of Integration: There was no integration between Freshdesk and their HubSpot CRM, leading to siloed customer data and a fragmented view of customer interactions.
3. Limited Visibility: Leadership needed more real-time visibility into support operations, impacting decision-making and overall service efficiency.

The Solution

Bridge VMS sought to unify their tech stack by moving customer service operations to HubSpot Service Hub. Through Orange Marketing, they seamlessly transitioned to Service Hub, integrating their customer support functions with their existing CRM.

How does Service Hub help? 

Service Hub provides users with tools to:

• Enable Teams: Features enable effective customer service and leads to valuable and trackable data for marketing and sales, helping with content creation, social proof, and timely upsells.
• Unify Teams: Service Hub improves collaboration between marketing, sales, and customer service—improving overall customer success.
• Consolidate Systems: Service Hub's emphasis on connecting and consolidating systems preserves the customer journey context, enhancing personalized experiences.
• Proactively Manage Customer Success: Features strengthen efforts to move from reactive customer support to proactive customer success, with the entire customer lifecycle managed within HubSpot.

Implementation

Orange Marketing orchestrated Bridge VMS's implementation process with a structured and methodical approach, involving several key steps:

1. Needs Assessment: Orange Marketing comprehensively assessed Bridge VMS's existing Freshdesk setup. This included understanding the properties, data, automations, SLAs, and working hours currently in use.
2. Team Collaboration: The project team at Orange Marketing collaborated closely with the four-person Bridge VMS support team, gathering feedback on current pain points and ensuring a seamless transition.
3. Data Migration: Orange Marketing handled migrating existing data from Freshdesk to HubSpot Service Hub. This involved an initial import for verification, followed by the complete migration of all ticket data.
4. Customization and Automation: Custom properties were set up in HubSpot to match the existing Freshdesk fields. Additionally, several text fields were converted to dropdown selects to enhance reporting capabilities. Automation was implemented to streamline workflows.
5. Dashboards and Reporting: Customized dashboards were created in HubSpot to replicate and improve upon the existing Excel-based reports. These dashboards provided real-time visibility into key service metrics, enabling better oversight and decision-making.

Jack Peachey, Product Owner at Bridge VMS, identified: 

"The centralized communication hub in HubSpot allows us to maintain all client and prospective client interactions in one place, ensuring everything is easily trackable. This not only improves our response times, but it significantly enhances our efficiency and client engagement." 

Results

The transition to HubSpot Service Hub yielded significant benefits for Bridge VMS, including:

1. Enhanced Reporting: The new system eliminated manual reporting and replaced it with real-time, automated dashboards. This saved time and provided more accurate and timely insights into service operations.
2. Unified Customer View: Integrating customer service with the existing HubSpot CRM provided a 360-degree view of customer interactions, enhancing the overall customer experience and enabling more informed decision-making.
3. Improved Efficiency: Automation of workflows and better data visibility improved the support team's efficiency, allowing them to handle customer inquiries more effectively.
4. Seamless Integration: Orange Marketing's meticulous planning and execution ensured that the migration was completed smoothly with minimal disruptions.

Bridge VMS's transition to HubSpot Service Hub, facilitated by Orange Marketing, demonstrates the value of consolidating customer-facing functions into a single, integrated platform. The move addressed the limitations of their previous setup and positioned Bridge VMS for future growth with a more scalable and efficient service infrastructure.

Jack Peachey further notes:

"The transition from Freshdesk to HubSpot's Service Hub has been transformative for our operations. Thanks to Orange Marketing’s invaluable support, we now have comprehensive reporting dashboards that provide real-time insights, enabling data-driven decisions." 

About Orange Marketing

Orange Marketing empowers B2B companies to thrive with HubSpot through comprehensive implementation, optimization, and operational support across all Hubs: Sales, Marketing, Service/Help Desk), and CMS/Website. Accredited in HubSpot onboarding and data migration, and proudly women-owned, Orange Marketing boasts all 42 HubSpot certifications and a Marketing Impact Award.

Sectors Served:

• SMB B2B
• SaaS (FinTech, HR, Logistics, Medical)
• Technology companies
• VARs

Get the most out of your HubSpot! From implementing to auditing to migrations, we've got you covered and will teach you how to take the reins! Reach out today!