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Revolutionising Customer Support and Operations with HubSpot

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Industry

Healthcare

Challenge

Chemist2U faced significant challenges in managing their customer support processes. Their previous system lacked transparency and efficiency, making it difficult to manage tickets, track SLAs, and maintain a clear view of customer interactions. With a rotating team of agents and a growing customer base, they needed a streamlined solution to improve response times, optimize workflows, and provide better visibility into support operations.

Results

Chemist2U streamlined their ticketing and support processes with service pipelines, leading to improved SLA tracking and faster response times. Enhanced visibility into customer interactions allowed for better management and decision-making. A smooth migration from Zendesk provided a more robust and user-friendly system, prompting Chemist2U to expand their use of HubSpot, incorporating Marketing and Sales Pro to further optimize their operations.

Key Product

Service Pro

chemist2u.com.au
30%
Improvement in Response Times
100%
Increase in System Visibility
20%
Reduction in Support Costs
3x
Growth in HubSpot Usage

HubSpot has completely transformed our customer support operations. With streamlined ticketing, improved response times, and better visibility, our team is more efficient than ever. The transition from Zendesk was seamless, and we’ve now expanded to using HubSpot’s Marketing and Sales tools. Highly recommend!

Moira

Chemist2U

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About Chemist2U

Chemist2U is an innovative Australian online pharmacy service that delivers prescription and over-the-counter medications directly to customers' doorsteps. Founded to simplify medication management, Chemist2U offers a user-friendly platform and mobile app, enabling quick and convenient ordering. Key features include repeat prescription reminders, easy reordering, and multiple delivery options such as premium delivery within four hours and standard same-day delivery. With a customer-focused approach, Chemist2U is committed to providing reliable, efficient, and accessible healthcare solutions. Their services are available across all major cities and regional areas in Australia, ensuring broad access to essential medications and healthcare products.

The Challenge

Chemist2U faced several operational challenges as it sought to scale its customer support and streamline internal processes. Their existing system, based on Zendesk, lacked the flexibility and transparency needed to manage a growing volume of support tickets effectively.

Key issues included:

  • Inefficient Ticket Management: Disjointed workflows made tracking and resolving support tickets difficult.
  • Poor SLA Tracking: Limited tools for monitoring service-level agreements (SLAs) led to inconsistent response times.
  • Lack of Visibility: Without a centralised platform, customer interactions were fragmented, making it hard for agents to access complete customer histories.
  • Agent Coordination: Due to rotating rosters and shifts, maintaining clear communication and continuity among support agents.

Chemist2U needed a robust, unified platform to enhance ticketing, improve SLA adherence, and provide greater visibility and control over customer support processes.

The Solution

To address Chemist2U’s challenges, DigiKat implemented HubSpot Service Pro as a comprehensive solution for their customer support operations. This integration allowed Chemist2U to streamline workflows and improve the overall efficiency of its support team.

Key components of the solution included:

  • Service Pipelines: Customised pipelines were created to efficiently manage support tickets, ensuring smoother workflows and faster resolution times.
  • Enhanced SLA Tracking: HubSpot’s built-in tools clearly monitored service-level agreements, helping the team maintain consistent response times.
  • Centralised Customer Interaction Management: All customer interactions were consolidated within HubSpot, offering agents a complete view of customer history for more personalised and effective support.
  • Zendesk Migration: A seamless data migration from Zendesk ensured no loss of historical data while giving the team access to HubSpot’s more user-friendly and robust features.
  • Integration of Additional Tools: To further enhance support operations, HubSpot Marketplace integrations, including advanced communication features, were implemented.

Impressed with the improvements in its support processes, Chemist2U later expanded its use of HubSpot, adopting its Marketing and Sales Pro tools to optimise other areas of its business.

HubSpot has revolutionised our customer support, making ticket management seamless and boosting our response times. The transition was smooth, and the results have been outstanding!

The Results

By implementing HubSpot Service Pro, Chemist2U transformed its customer support operations. They streamlined ticketing processes, improved SLA compliance, and gained full visibility into customer interactions. A seamless migration from Zendesk provided access to advanced features, enhancing efficiency. The success of Service Pro led Chemist2U to adopt HubSpot’s Marketing and Sales tools, further optimising their business operations.

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