HealthEngine Customer Service Transformation with HubSpot

BFJ Digital moved HealthEngine's customer support off Zendesk and into HubSpot Service Hub, then integrated the platform with Salesforce and Aircall so the customer record, the call history and the enquiry sit together on one timeline.

HealthEngine's support team was handling customer enquiries in Zendesk without a dedicated ticket process, so the business had no way to measure how long a resolution took. Work was shared informally across the team, which meant volume sat unevenly and a customer's experience depended on who picked up their enquiry.

Support data was also separated from the rest of the business. Salesforce held the customer record and Aircall handled the calls, so an agent moved between systems to piece together a single conversation, and that added handling time to every enquiry.

HealthEngine needed to manage every enquiry in one place, build service workflows the team could follow, connect the systems that were sitting apart and give leadership reporting it could act on.

We designed and built a HubSpot Service Hub environment shaped around the way HealthEngine's support team works, and it is now the team's main workspace. Salesforce and Aircall feed into it, so the platform holds the full picture of a customer interaction.

The engagement covered customer relationship management strategy, solution design, system integration, process design and training. We started with the process before building anything, because a platform only performs as well as the process underneath it.

Ticket process and pipeline design

We built a ticket management strategy for HubSpot covering how an enquiry is captured, who owns it and what has to happen before it can be closed. That strategy set the custom data flow and the ticket pipeline design.

Every enquiry now follows a defined path through the team. Consistency at this level is what makes resolution time measurable, and it removes the variation that was showing up in the customer experience.

Zendesk migration

We migrated both the Zendesk process and the historical ticket data into HubSpot, so the team kept the context of past enquiries and started work in the new environment with a full history behind them.

Retiring Zendesk removed a platform from the support stack, which reduced the number of systems HealthEngine maintains and licenses.

Salesforce and Aircall integration

Salesforce holds the customer record, so we built a sync that feeds that data into HubSpot and keeps the two aligned. Agents now work an enquiry inside Service Hub with the customer detail already attached to it.

The Aircall integration brings call activity into the same environment, which means the enquiry, the customer record and the call history are visible from one place. Removing the movement between systems takes time out of every interaction and gives HealthEngine a truer read on what it costs to serve a customer.

Reporting and adoption

We built executive reporting dashboards covering resolution time, enquiry volume and how work is distributed across the team. Leadership can see where volume concentrates and resource the support function against real demand.

We managed the project end-to-end, ran workshops with stakeholders through the build and trained the team ahead of go-live. We continue to advise HealthEngine on its marketing technology, because adoption is what turns a platform into usable service data.

HealthEngine now runs customer support from one connected workspace, with Salesforce customer data and Aircall call activity attached to the enquiry. Resolution time and workload are measurable, so leadership can act on service performance without waiting for someone to assemble a report by hand.

Outcomes

• Every enquiry is captured and managed through a defined ticket process
• HubSpot, Salesforce and Aircall connected in one workspace
• Workload is visible across the support team, so resourcing follows demand
• Executive reporting is produced from the platform without manual collation