CASE STUDY

From Outlook to a smart HubSpot help desk for Smits Opleidingen

For whom

Smits Training

Expertises

About our client

Since 1974, Smits Opleidingen has grown from a local driving school in Oss to a leading national trainer in traffic, transport and logistics. This includes driving licenses for individuals and companies, from car to truck, as well as safety training such as first aid, VCA and forklift. With a small, dedicated service team, they are ready daily for customers who plan training courses, make changes or have questions.

The challenge

Customer service worked through Outlook. Mails were marked, distributed and followed up manually. A system that quickly reached its limits. There was little overview, questions were sometimes left unanswered and it lacked structure. Smits wanted a scalable and professional solution for their customer service. HubSpot Service Hub was chosen as the starting point for this.

Our approach

From insight to implementation: a service process that works

We kicked off the process with a workshop to bring the existing process into focus. We then set up a new service workspace in HubSpot. In it, tickets arrive automatically, are assigned to the right team member and can be followed up easily.

We trained the service team on site so that they could start working with the new environment immediately. We also realized a link between the internal system (TPO) and HubSpot. As a result, training courses taken are automatically linked to the right deals and contacts, without any additional manual work.

We started using HubSpot for the helpdesk component. Levi and Sjoerd from Bright Digital managed the project from A to Z in a structured and knowledgeable manner. The integration of HubSpot went smoothly and due to the training almost flawlessly transferred to the customer service team. Thank you for this!

Marielle van Rooij

Manager of marketing, sales and customer service

What Smits Training says about Bright: