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For customer success teams, HubSpot Service Hub is the key to not just deliver personalized customer experience, but also break silos with revenue teams to drive expansion. Here’s how we make it work for you:

A good great Service Hub implementation should:

Enable Proactive Support That Prevents Issues Before They Happen
Establish Knowledge Base That Reduces Support Tickets
Drive Playbooks for Expansion & Retention Conversations
Enable Expansion-Focused Service Reporting & Dashboards
Yes, this is what I need!
Enable Proactive Support That Prevents Issues Before They Happen

Move from reactive ticket handling to proactive customer care

Set up automated check-ins based on usage data, past support history, or renewal timelines. Use health scores to identify customers at risk of churn and trigger preemptive outreach. Assign dedicated CSMs for high-value accounts to monitor engagement and provide strategic guidance. Ensure support teams collaborate with sales and product teams to anticipate customer needs before they escalate into problems.

Centralize all customer support inquiries into a single, unified system for real-time tracking, ensuring no ticket goes unresolved. This results in happier customers → more retention → higher LTV. 

Streamline Ticketing and Case Management
Establish Knowledge Base That Reduces Support Tickets

With live chat, knowledge base, and customer self-service

Equip your customer-base with tools that offer immediate support—whether through live chat, self-service options, or a comprehensive knowledge base. Open a communication line with your customers without employing a full time resource on tasks that can be outsourced to HubSpot.

We assist in setting up self-service solutions – AI-based Chatbot, Knowledge Base, Omnichannel messaging – that reduce the burden on your support team, allowing customers to resolve simple issues on their own while your team focuses on high-impact tasks.

Enhance Customer Engagement
Drive Playbooks for Expansion & Retention Conversations

Equip customer success teams with structured playbooks

Enable playbooks that guide renewal, upsell, and expansion conversations. Automate reminders for reps to engage customers before renewal deadlines. Embed value-based storytelling in Playbooks to help CSMs position additional services based on customer pain points. Use automated surveys to identify areas where customers might need more support, then trigger tailored Playbooks accordingly.

Build Proactive Support Strategies
Enable Expansion-Focused Service Reporting & Dashboards

Build dashboards that track customer expansion potential, not just support metrics.

Monitor engagement with knowledge base articles and product features to spot interest in new solutions. Track which support touchpoints lead to expansion conversations and optimize those interactions. Measure CSM-led expansion revenue to ensure that service teams are contributing to growth goals. Set up alerts for accounts showing high engagement but low product penetration to trigger proactive outreach.

Automate Reporting and Analytics

We’ve been in it long enough, to know that a goodgreat Service Hub implementation requires a thoughtful process to deliver solutions that your marketing teams love.

Discover your customer support workflows, SLAs & success goals
Discover your customer support workflows, SLAs & success goals

Support isn’t just about solving tickets—it’s about delivering experiences. We start by understanding how your team operates, the SLAs in place, and your customer success goals to build a support system that drives retention.
Get to know your service team, response times & customer touch points
Get to know your service team, response times & customer touch points

Your service team is on the frontline of customer satisfaction. We analyze response times, resolution processes, and key customer interactions—pinpointing areas for efficiency and faster resolution.
Audit current state - ticketing, automation & customer feedback loops
Audit current state - ticketing, automation & customer feedback loops

We assess your ticketing system, automation workflows, and how feedback is collected—identifying gaps that impact customer satisfaction and service efficiency.
Blueprint current & target state using Miro
Blueprint current & target state using Miro

A seamless customer experience starts with a well-mapped process. We create a visual blueprint of your service workflows, ticketing structure, and customer journey—bridging the gaps between marketing, sales, and CS.
Start planning implementation, change management & adoption
Start planning implementation, change management & adoption

Great processes only work if teams embrace them. We ensure a smooth rollout with training, change management, and adoption strategies—so your service team can deliver at scale with confidence.
Future state of your Ticketing system & SLA management
Future state of your Ticketing system & SLA management

Support should be seamless, not stressful. We refine your ticketing system and SLA structure—ensuring faster resolutions, better tracking, and a frictionless experience for both customers and your team.
Future state of your Customer feedback loops, NPS & CSAT tracking
Future state of your Customer feedback loops, NPS & CSAT tracking

Happy customers drive growth. We implement a structured feedback system, improving NPS and CSAT tracking so you can measure, act on, and continuously improve customer satisfaction.
Future state of your Service Reporting & Analytics
Future state of your Service Reporting & Analytics

Data-driven support leads to proactive service. We set up analytics that provide real-time insights into response times, customer sentiment, and team performance—so you can optimize before problems arise.
Service Hub readiness for your team & cross-functional collaboration
Service Hub readiness for your team & cross-functional collaboration

Customer service doesn’t work in silos. We ensure your team is fully enabled to leverage Service Hub, while also aligning CS with sales and marketing—creating a unified customer experience.
Module-based implementation & deployment
Module-based implementation & deployment

Deploy revenue technology solutions strategically to ensure seamless integration and minimal disruption to business operations.
Implement, Test. Deploy, Communicate
Implement, Test. Deploy, Communicate

Set up automated ticketing, feedback loops, and knowledge bases to streamline support, while identifying upsell and renewal opportunities.
Managing scope creep, the agile way
Managing scope creep, the agile way

Implement a comprehensive revenue tech stack that drives customer success effectively, fostering ongoing communication to gather actionable insights and optimize performance.
Assure alignment with stakeholders continuously
Assure alignment with stakeholders continuously

Thoroughly test workflows, automation processes, and reporting systems to guarantee peak performance and reliability.
Guided Module/Process-based Training
Guided Module/Process-based Training

Equip your sales, marketing, and service teams with in-depth training on HubSpot’s features and advanced capabilities to maximize efficiency and adoption.
Solid documentation for better adoption
Solid documentation for better adoption

Create user-friendly guides, playbooks, and SOPs tailored to your processes, making it easy for everyone to understand and use the system. With detailed resources at their fingertips, your teams will confidently navigate HubSpot, boosting efficiency and accelerating your path to success.
Go-live, happily!
Go-live, happily!

Streamline internal workflows to boost team productivity and foster effective cross-functional collaboration.
Monthly RevOps support plan activation
Monthly RevOps support plan activation

Continuously analyze service processes, to ensure your team can make informed decisions, optimize workflows, and deliver exceptional customer experiences, driving long-term satisfaction and growth.
Weekly insights on process performance
Weekly insights on process performance

Get detailed reports on ticket resolution times, automation efficiency, and customer interactions to identify bottlenecks and optimize service delivery.
Monthly GTM strategy activation (on-request)
Monthly GTM strategy activation (on-request)

Align your customer service strategy with broader business goals, implementing tailored approaches to improve retention, satisfaction, and customer lifetime value.

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Here's a quick case study :)

Payal Jeswani

The OneMetric Team demonstrated a deep understanding of HubSpot’s capabilities and tailored the implementation to our specific business needs. They took the time to understand our processes and challenges, ensuring the CRM was customized to enhance our workflow efficiently. We highly recommend them to any business looking for optimizing HubSpot Solutions.

Payal Jeswani

Customer Success Manager

LottoShield
Check Out The Case Study
Fintech

Relatable? We should definitely talk.

All that we’ll cover when we speak:

  • Opportunities to increase the ROI of your HubSpot investment
  • Your current GTM motions and future roadmap
  • Challenges that you face with your overall revenue stack
  • Missed revenue opportunities due to gaps in your funnel
  • What would "wins" look like for you?
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