Custom Migration Solution for Multi POS platform
6 BUs
Six Business Units
1x Jira
One Custom Jira integration
Our client is a dynamic technology company with multiple Business Units (BUs) providing Point of Sale (POS) solutions and financial services. They aimed to consolidate and enhance their customer service processes by migrating six separate POS systems and integrating them into a centralised HubSpot Service Hub platform to create a seamless customer experience and scalable business operations.
This project had a six month timeline and implemented Service Hub at an Enterprise level, with a custom Jira integration delivered within the onboarding timeframe.
What they wanted:
- Migrate and consolidate six separate POS systems into HubSpot Service Hub.
- Custom Jira integration - creating a solution not available in the native integration, with a 6-pronged connection.
- HubSpot configuration for NPS surveys and service activity goals.
- Comprehensive training for internal teams on HubSpot best practices and ongoing support.
What they needed:
- Implementation of Service Hub Enterprise across six Business Units.
- Standardisation and automation of customer service workflows.
- Development of Help desk workspace in tandem with ticket pipelines and reporting dashboards.
- A scalable solution that could grow with the business
The Challenge
Our client faced the complex challenge of consolidating disparate POS systems and customer service processes across six Business Units, each operating on separate platforms. This lack of integration caused fragmented customer data, manual workflows, and inconsistent customer experiences.
The need for a custom solution with Jira required a custom integration, calling for a high level of technical expertise and precise execution to maintain business continuity during the migration process.
The Solution
When our client approached us with this project they were already utilising HubSpot but needed to transform and standardise processes for future scalability, and efficiency and to provide better service. The solution required a full-scale digital transformation using HubSpot Service Hub Enterprise. Key steps to this solution included the following:
Developed a bespoke integration for six Jira instances to ensure seamless ticket management and tracking.
- Seamless Ticketing: The integration with Jira and HubSpot enabled end-to-end tracking and resolution of customer issues.
Configured ticket pipelines with advanced properties and automation for efficient customer support.
- Scalable Framework: The setup created a scalable framework for future business growth and expansion.
Delivered in-depth training sessions for our client's service teams, empowering them to manage and optimise HubSpot internally.
- Efficiency Gains: Automation of key processes reduced manual tasks and improved response times across Business Units.
- Customer Satisfaction: The introduction of NPS surveys facilitated feedback collection, improving service quality and customer experience.
Developed a bespoke integration for six Jira instances to ensure seamless ticket management and tracking.
- Seamless Ticketing: The integration with Jira and HubSpot enabled end-to-end tracking and resolution of customer issues.
Configured ticket pipelines with advanced properties and automation for efficient customer support.
- Scalable Framework: The setup created a scalable framework for future business growth and expansion.
Delivered in-depth training sessions for our client's service teams, empowering them to manage and optimise HubSpot internally.
- Efficiency Gains: Automation of key processes reduced manual tasks and improved response times across Business Units.
- Customer Satisfaction: The introduction of NPS surveys facilitated feedback collection, improving service quality and customer experience.
The Results and Impact
Our client's business processes underwent a significant transformation. Centralising customer data and standardisation of workflows allowed for better collaboration across Business Units.
In the short term, this resulted in faster response times and improved service quality. Long-term impacts include greater scalability, robust reporting capabilities, and enhanced customer engagement. The project positioned our client to grow its customer base without operational bottlenecks, ensuring a consistent and efficient experience for both staff and customers.
Automation of key processes reduced manual tasks and improved response times and centralised reporting dashboards provide actionable data to monitor performance and adjust strategies in real-time.
The integration with Jira and HubSpot enabled end-to-end tracking and resolution of customer issues. The introduction of NPS surveys facilitated feedback collection, improving service quality and customer experience. The setup created a scalable framework for future business growth and expansion.