Fab Fours Case Study

Challenge

As a world-leading manufacturer of truck and Jeep bumpers and accessories, Fab Fours experienced exponential growth over a short time frame; this growth stressed their customer service and marketing department. Growing faster than their existing systems could handle, they were at risk of damaging their customer service experience and needed help delivering relevant content to their customers.

We partnered with Fab Fours and developed a streamlined approach to their customer service and marketing department using Hubspot Marketing, Sales, and Service Hub. By utilizing customer feedback ticketing and automated email streams, we were able to improve productivity and relieve their internal team.

Services

[develop + design]
  • Positioning and Messaging
  • Annual content Marketing Plan
  • Sales and Service Process Audit
[deploy]
  • Monthly Managed Marketing Services
  • Hubspot Marketing
  • Hubspot Service Hub

Solution

To meet this need, we held a pivot session with the Fab Fours team to define their audiences, key differentiators from the competition and their key messaging. We then got to work putting together a plan to automate Fab Fours’ customer service, sales and marketing processes in order to provide real-time, measurable reporting to their management team.

We identified another major pain point was the sheer amount of time it took to organize and quickly respond to customer service requests and questions.

We found the solution to this problem by building out automations through Hubspot’s Marketing, Sales and Service Hubs. By using Hubspot Forms and Chatbot integrations, we were able to direct all customer service requests to the Hubspot Service Hub and create tickets with priority ratings based on the nature of the question or issue. This solution allowed for the customer service team to reply to all requests in a timely manner and directly in the Hubspot platform.

The Fab Fours team also expressed a need to gather reporting on customer satisfaction. Using an automated customer satisfaction email, the team is able to receive real-time feedback on the end-user experience once a ticket has been closed to ensure quality service has been delivered.

Since launching the Hubspot Service Hub, the team has answered over 2.5K tickets.

“The HAVEN Mavens are on it! They are a smart group of women that thrive on helping companies make the work-life easier and more efficient. Our team is small and we needed help in sales, marketing, and customer service. We have been working together to implement a new CRM system and softphone program. Their team is quick to respond and always provides useful feedback. They are patient but hold our team accountable when it comes to executing against the plan. Couldn’t ask for a better company to work with through all of these implementations.”

Autumn Hauck
Director of Aftermarket Sales

Results

Since launching Hubspot Sales, Service, and Marketing hub, the Fab Fours team has been able to use ticketing and automation to simplify their customer requests and push relevant content to their customers. 

To date, they’ve been able to close over 4,000 customer service tickets with a customer satisfaction rating of 91%. The Fab Fours team has also been able to utilize real-time reporting to show the service team’s productivity and exceptional customer service delivery in leadership meetings.

Over4.2K

service tickets closed

91%

customer satisfaction via closed ticket surveys

Over21%

increase in email open rate