A System for Streamlined Sales and Support
Sales Enablement | Hubspot Implementation
A clear and bold heading
Weldcoa needed an easy, effective way to manage sales and customer support — in office and on site.
Automated ticket routing in HubSpot
For years, Weldcoa handled all new sales inquiries, ongoing customer support, and technical troubleshooting for equipment in the field through a single shared email address. Nothing was tracked, making it difficult to manage communications and easy for customer requests to slip through the cracks. Weldcoa needed a scalable fix that would work for all three teams, but their sales reps and technicians are often on the road with only a phone handy, so the solution needed to work for their high-stakes, fast-paced environments on site with customers.
A clear and bold heading
We implemented a sales and service ticketing system through HubSpot, tracking all emails and form submissions with automation to route tickets to the right team to tackle.
An automated solution
With the new system, all emails and form submissions create tickets, a type of HubSpot record. These tickets are routed to the appropriate ticket pipeline, then automatically assigned to the relevant individual or team with a priority level, ensuring every inquiry receives the right answer at the right time. Pipeline stages allow leadership to see, at a glance, the status of outstanding tickets, and custom ticket tags are automatically added to tickets that require attention. Sales tickets are integrated with the company’s deals, allowing Weldcoa to track communication, interest, company and customer history, sources, and priority level all in one place.
Not only does this system allow for more streamlined, efficient communication, but it also allows Weldcoa to track and analyze ticket data such as the number of tickets, ticket type, time to first response, and average time to resolution. Weldcoa can use this data to improve the overall customer and employee experience.
HubSpot offers out-of-the-box ticket handling, but this was a truly custom solution designed to integrate with Weldcoa’s existing sales and customer communication processes and improve the team’s efficiency, not add another layer of complexity. We worked with the client to understand the real needs at the core of the request and built automation to address the real pain points and, ultimately, save their team a ton of time.
Emilee Christianson
Trekk CEO