CASE STUDY

More efficient customer service and insights with HubSpot ticketing system

For whom

Zonweringfabriek

Expertises

HubSpot onboarding, HubSpot optimization, Service Hub

About our client

Zonweringfabriek is a specialist in high-quality solar shading solutions, targeting private homeowners and DIY customers looking for functional and aesthetically pleasing products. Through their user-friendly online platform, the company offers a wide range of customized solutions such as roller shutters, awnings and screens. With their own factory in Barneveld, Zonweringfabriek keeps the entire production process in-house, ensuring high quality at competitive prices. Through direct sales without the intervention of physical stores, cost savings can be passed directly to the customer. Zonweringfabriek stands for competitive prices, DIY and easy assembly, making it a leading player in the solar shading market.

The challenge

When a large number of orders come in to Zonweringfabriek, the number of customer service inquiries also increases. Zonweringfabriek offers several channels through which consumers can ask questions or contact them. These include a chatbot, a contact form, an email address and WhatsApp. The challenge Zonweringfabriek encountered is being able to properly measure all of these customer inquiries. What channel are the inquiries coming from? How long on average are these questions open? Intensive use of the Conversations Inbox in HubSpot alone no longer met Zonweringfabriek's reporting requirements. To Bright the clean question to shape a setup that does honor these requirements.

Our approach

To create something the customer is happy with, we need to have a good understanding of what the desire or need is. What is currently missing according to the customer and why is that a problem?

It quickly became clear that a custom setup of the conversations inbox combined with tickets would most likely be the needed solution for Zonweringfabriek. To test this, a simplified version was first set up in Zonweringfabriek's HubSpot test environment. This test was successful so we moved on to a migration plan:

What work is needed to accomplish the conversion for customer service?
What is the impact of the conversion for customer service employees?

The result

With the redesign of the service process at Zonweringfabriek, a ticket is now created in HubSpot for every customer conversation. This allows customer service representatives to enter data at each stage of the ticket in a structured manner. This data, along with general ticket information such as creation and closing dates, enables the creation of dashboards within HubSpot that answer questions such as:

through which channel are requests coming in?
how long, on average, are questions open?
which query categories are most common?

This allows Zonweringfabriek to optimize the service process and handle more inquiries with the same number of employees.

The cooperation with Bright has been very pleasant and professional from the beginning. In case of questions Bright is always there for you and helps you quickly. A 'thank you' to all Bright employees!

Dirk van Soest

Marketing manager - Degalux International

What Zonweringfabriek says about Bright: