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CRM Enablement for Service Teams

Work with us to design and configure HubSpot CRM to empower your team, automate your processes, and make servicing your team and customers a smoother experience. 

Overview

This service equips your service team with a custom-configured HubSpot CRM, tailored to your team's service/support approach. From pipeline and ticket status configuration to workflows, email templates, and reporting, we help you resolve tickets faster, with greater consistency and less admin.

Benefits & Outcomes

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  • Tailored to Your Support Process
  • Self-Service Made Simple
  • Faster Time to Resolution
  • Proactive Customer Engagement
  • Connected Customer Data
  • Seamless Cross-Departmental Handoffs
  • Empowered, Confident Teams
  • Scalable Service Operations
  • Tab Label

Tailored to Your Support Process

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We configure HubSpot Service tools around how your team works, from ticketing and SLAs to customer comms, so nothing falls through the cracks.

Self-Service Made Simple

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Enable your customers to help themselves with knowledge base tools, chatbots, and automated workflows that reduce ticket volumes without sacrificing service.

Faster Time to Resolution

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With automated follow-ups, internal reminders, and smart ticket routing, your team can resolve issues faster and more efficiently.

Proactive Customer Engagement

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Move beyond reactive support. By leveraging CRM data, your team can identify potential issues before they escalate, reach out to customers proactively, and turn support into an opportunity for positive engagement and loyalty building.

Connected Customer Data

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With HubSpot CRM at the core, your service tools are linked to sales and marketing, giving your team full visibility of the customer journey.

Seamless Cross-Departmental Handoffs

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With sales and marketing data connected to service in HubSpot, handoffs become smooth and informed. Your service team understands the full customer context, ensuring a cohesive customer journey and consistent messaging, rather than disjointed experiences.

Empowered, Confident Teams

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Hands-on training ensures your service team knows how to use HubSpot to its full potential, reducing manual work and improving response quality.

Scalable Service Operations

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As your business grows, your service demands will too. Our enablement builds a robust and automated foundation that allows your team to handle increasing volumes of inquiries and customers without necessarily needing a proportional increase in headcount, making your service operations more scalable and cost-effective.

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Inclusions

Our dedicated CRM lead will guide your internal champions through setup, training, and adoption. With tiered product options, you can choose the level of support and functionality that best fits your service team’s needs.
Enquire about this service
Tier
Essentials
The Essentials tier provides the fundamental tools necessary for smaller or simpler teams to efficiently manage customer relationships. It ensures quick setup and ease of use, offering the basic functionalities needed to begin leveraging CRM technology.
Essentials+
The Essentials Plus tier establishes a solid foundation with essential CRM functionalities, tailored for straightforward implementation and ease of use. It includes basic design, configuration, and training, ideal for smaller teams seeking reliable and uncomplicated CRM solutions
Accelerator
The Accelerator tier service provides detailed design, configuration, and training from experienced CRM experts. It's perfect for growing businesses looking to enhance their CRM capabilities.
Enterprise
The Enterprise tier offers comprehensive end-to-end design, configuration, and training with our top CRM specialists. It's ideal for large teams, those with complex processes, and teams keen to maximise automation
Internal Brief Internal Brief
Design Workshop Prep Design Workshop Prep
Session: Design Workshop Session: Design Workshop

<1 Day

<1 Day

<2 Days

<3 Days

Session: Design Review Session: Design Review

<1 Hour

<2 Hours

Configuration Configuration

1 Pipeline

<2 Pipelines

< 3 Pipelines

< 5 Pipelines

Session: Configuration Review Session: Configuration Review
Training Collateral Training Collateral
Session: Training Session: Training

Train the Trainer, 1/2 Day

Train the Trainer, Full Day

Train the Trainer, Full Day

Train the Trainer, <3 Days

Cutover Support Cutover Support
Session: Discovery/Shadow Session Session: Discovery/Shadow Session

1 Session

3 Sessions

5 Sessions

Session: Post Cutover Coaching Session: Post Cutover Coaching

1 Session

2 Sessions

3 Sessions 

5 Sessions

Configuration Documentation Configuration Documentation
Internal Communication Plan Internal Communication Plan
User Admin User Admin

Process overview & timeline

Week 1-2Week 3-4Week 4-8Week 8-10Week 10-12
Discover
Week 1-2
Discover
Shadow Sessions
Design
Week 3-4
Design
Design Sessions
Develop
Week 4-8
Develop
Configuration & Review
Deliver
Week 8-10
Deliver
Training & Go Live!
Drive
Week 1-2
Drive
Scheduling + Budget, risk & change management + Progress updates

Our Team & Roles

View our team
Project Management
Keeps everything on track.
project-icon
Project Management
Keeps everything on track.
CRM Lead

Owns the vision and direction for how the CRM supports service operations.

CRM General
CRM Lead

Owns the vision and direction for how the CRM supports service operations.

CRM Support

Provides hands-on assistance with setup, testing, and ongoing updates.

CRM Support (1)
CRM Support

Provides hands-on assistance with setup, testing, and ongoing updates.

FAQs

What is CRM Enablement for Service Teams?

CRM Enablement for Service Teams is a comprehensive approach that focuses on optimising how your service professionals use your CRM system to deliver exceptional customer support. It goes beyond simply implementing a CRM; it encompasses strategy, training, process optimisation, and ongoing support to maximise the CRM's value in enhancing service delivery, managing customer interactions, and improving overall customer satisfaction.

Why is CRM Enablement crucial for my service team?

Effective CRM enablement empowers service teams to:

  • Enhance Efficiency: Streamline workflows, reduce response times, and resolve issues more quickly.
  • Improve Customer Satisfaction: Provide more personalised and consistent support experiences.
  • Boost Agent Productivity: Automate repetitive tasks, freeing up agents to focus on complex issues.
  • Gain Deeper Insights: Track key service metrics, identify trends, and make data-driven decisions.
  • Increase First-Contact Resolution: Equip agents with the knowledge and tools to resolve issues on the first interaction.
  • Enable Self-Service: Empower customers to find answers independently, reducing support ticket volume.
  • Foster Collaboration: Facilitate seamless communication and knowledge sharing within the service team.

How is CRM Enablement different from CRM Implementation?

CRM Implementation is about installing and configuring the software. CRM Enablement is about optimising its usage and integrating it into the daily habits and processes of your service team. You can have a perfectly implemented CRM, but without proper enablement, it might remain underutilised and fail to deliver its full potential.


Is CRM Enablement suitable for both new and existing CRM users?

Yes, absolutely. For new CRM users, it's critical for establishing strong foundational habits. For existing users, it helps to identify and address inefficiencies, introduce new features, and refine processes that may have evolved organically, ensuring they leverage the CRM to its fullest potential.

How does it help self-service?

Optimises knowledge base, chatbots, and customer portals for independent problem-solving.

What are the key benefits of enabling my service team with CRM?

The core benefits include:

  • Faster Case Resolution: Agents have immediate access to complete customer history, leading to quicker diagnoses and solutions.
  • Improved Customer Satisfaction (CSAT): Consistent, personalised, and efficient service interactions lead to happier customers.
  • Increased Agent Efficiency: Automation reduces manual tasks, freeing up agents for more complex or empathetic interactions.
  • Better Team Collaboration: Shared dashboards and integrated communication tools ensure all agents are on the same page.
  • Data-Driven Service Improvements: Robust reporting helps identify common issues, agent performance, and areas for process optimisation.
  • Scalable Support: Automating repetitive tasks and providing self-service options allows your team to handle a growing volume of inquiries without necessarily proportional increases in headcount.

Testimonials

  • The team is process oriented, disciplined, and have mapped all our key processes and workflows to a level of detail that I have never seen done before. Very impressive. I highly recommend working with Hype & Dexter.

    Jek Tan
    CEO

    Integricity

  • The team are highly competent, reliable and have deep product expertise, they know HubSpot's product and team extremely well, resulting in a strong and effective working relationship.

    Fabio Pancaldi
    ANZ Sales and Partnerships Director

    HubSpot

  • I’m really proud of the company-wide adoption. It’s being used across sales, marketing, operations and customer service.

    Amrita Sidhu
    Managing Director

    Medianet

  • I’ve just always found that their problem solving and their ability to just come to the table with a solution has been genuinely quite a rare and satisfying experience.

    Andy Antonini
    Head of Customer Experience

    Coronation