Orange Marketing
If you're running a B2B company, you know the challenge: marketing, sales, and customer support all need to work together seamlessly, but often they're operating in separate silos. Marketing generates leads, sales nurtures them, and customer support is tasked with keeping them satisfied and engaged long after the initial sale.
Then there’s your tech stack—likely a Frankenstein’s monster of CRMs, customer service tools, spreadsheets, and other apps cobbled together. It works... until it doesn’t.
This scenario is why many B2B companies are transitioning from standalone customer service tools like Freshdesk and consolidating operations into an integrated platform like HubSpot. The reason? B2B success relies on providing a unified, end-to-end customer experience, something that HubSpot's comprehensive CRM and Service Hub deliver exceptionally well.
Let’s break down why.
1. Freshdesk Keeps Your Teams Separate—HubSpot Unifies Your Customer Data
Freshdesk excels at what it’s built for: managing customer service and support tickets. But if your sales and marketing teams operate within HubSpot CRM, and your customer service team is isolated within Freshdesk, your teams—and your customer data—are unnecessarily separated.
Your customers perceive your company as one unified entity. So your technology should reflect that unity.
HubSpot Service Hub provides your customer support team full visibility into the entire customer journey—from initial marketing touchpoints and sales interactions to post-sale support conversations. There's no switching between platforms or duplicating customer details—everything exists seamlessly in one place.
🚨 Real-World Problem: Bridge VMS previously faced exactly this situation. Their support operations were managed in Freshdesk while their marketing and sales used HubSpot. The result? Fragmented data, redundant tasks, and customer frustration.
2. Reporting in Freshdesk Is Limited—HubSpot Offers Real-Time Insights
If your customer service team still spends hours compiling reports manually into spreadsheets every week, you're missing opportunities to make swift, informed decisions.
Freshdesk’s reporting capabilities focus narrowly on customer support metrics. However, comprehensive, cross-departmental insights—like tracking how support interactions affect overall customer health and sales trends—aren’t easily accessible.
With HubSpot Service Hub, robust, real-time reporting is automated and intuitive. Custom dashboards provide immediate visibility into customer interactions, empowering better decisions without spreadsheet gymnastics.
Bridge VMS's Experience After Switching: Manual reporting vanished. Their leadership gained instant visibility into customer support activities, drastically improving efficiency and strategic decision-making.
3. Freshdesk Focuses Solely on Support—HubSpot Drives Growth Across Departments
Customer support is more than handling complaints—it's an integral part of revenue generation and customer retention. But when support teams operate separately in Freshdesk, valuable insights often never reach sales or marketing.
Here’s where HubSpot stands apart:
- Customer support can instantly flag upsell or renewal opportunities to sales.
- Marketing teams can leverage support feedback to create content tailored to customer needs.
- Every team has a clear, unified view of each customer interaction.
📈 Bridge VMS's Results: After integrating support into HubSpot, their customer success team transitioned from a cost center to a key revenue driver.
4. HubSpot Scales With Your Business—Freshdesk has Limitations
Freshdesk handles customer support effectively but has limitations when your company requires more advanced automation, integrations, and strategic management of the customer journey.
HubSpot isn't merely a customer service tool; it’s an integrated CRM ecosystem built to scale:
✅ Robust automation for customer onboarding, retention, and proactive support.
✅ AI-powered chatbots working seamlessly across marketing, sales, and service.
✅ Deep integration across all HubSpot tools—allowing your infrastructure to grow alongside your business.
🤯 Bridge VMS’s Transformation: Moving from Freshdesk to HubSpot Service Hub didn't just enhance their customer support—it fundamentally improved their entire customer experience, setting the stage for long-term growth.
See It in Action: How Bridge VMS Ditched Freshdesk for HubSpot (And Never Looked Back)
Bridge VMS went all-in on HubSpot Service Hub. The results? Automated reporting, unified teams, and a smoother customer experience.
Want the details? Check out the full case study below:
👉 CASE STUDY: HubSpot Service Hub In Action With Bridge VMS
