Skip to content

Case Study

Insurtech Client revamps ticket pipeline for improved customer service & process optimization

Logo Image
Hero Image

5

Reduced their # of ticket pipelines to 5

18h

Reduced time to response to 18h

36h

Reduced time to close to 36 hours
REVAMP & OPTIMIZE
Client keeps the customer first with a ticket pipeline revamp
icon - Webops consultant (1)

The Client

 

The client is an insurtech company operating in freight insurance. They focus on technology, underwriting, and data to provide technology to insurance companies within the trucking industry. 

What the client wanted:

  • Consolidation of multiple active ticket pipelines.
  • Improve and streamline response times to tickets.
  • Increase visibility of pipelines and ticket progress.
  • Decrease time to close on tickets.
  • Improve on quality of customer service delivered.
  • Limited_Control

    Limited Control

  • Limited_Control

    Limited Control

  • Limited_Control

    Limited Control

Image interior

The Solution

  • Pipeline audit and cleanup.
  • Implemented automation to optimize visibility into ticket process.
  • Standardization - Reduced ticket stages for main support pipeline.
  • Optimization - Removed manual processes
Image interior-1-1

The Outcome

As a result of their pipeline revamp, the client was able to make HubSpot's Service Hub work in a more efficient way without having to use any complex coding or third party integrations.

Their reps also have a more clear ticket pipeline with greater visibility into ticket progress and rarely ever have more than 40 tickets waiting in "new". 

They reduced their time to first response and time to close in their main support pipeline to just 8 hours and 23 hours respectively.

5
Reduced Ticket Pipelines
The client reduced their number of ticket pipelines from 13 to 5. 
18h
Reduced Time to Response
The client reduced their time to first response from 3 days to just 18 hours. 
36h
Reduced Time to Close
The client reduced their time to close on tickets from an average of 5.2 days to just 36 hours. 

The Tools

Insurtech - Tools Logos aircall-logo

 

What Aptitude 8 is saying..

PROJECT LEAD | APTITUDE 8

“The client was absolutely amazing to work with on this Service Hub project. They were open to our suggestions and trusted us through the entire process. Our goal in this engagement was to make HubSpot as easy to use as possible for the Service Team by customizing Service Hub to work better for their business needs, automating as much as possible and giving everyone better visibility to what is going on with all of the tickets that are coming in and we definitely achieved that."

HOW WE SET YOU UP FOR SUCCESS

Next Steps

A big part of any HubSpot instance optimization is training, so that the client can continue their success independently. 

Our team explained the changes made and walked through the steps that each ticket needed to go through. We also provided the team with training documents to reference on an ongoing basis. 





About Aptitude 8

Implement. Integrate. Optimize.

Aptitude 8 is a technical consulting firm that helps companies make their business process, and the tools they use to deliver it, a competitive advantage. In today's business environment, the experience your customers have when buying from you is just as important as what you're selling. We build it better.

HAVE A SIMILAR PROJECT YOU NEED HELP WITH?

Contact Us!