Chemist2U

About Chemist2U

Chemist2U is an Australian online pharmacy delivering prescription and over-the-counter medication to customers' doors through a website and mobile app. It offers premium delivery within four hours and standard same-day delivery, with repeat prescription reminders and easy reordering. It operates across all major Australian cities and regional areas.

The problem

Support was running on Zendesk and the volume was outgrowing it. Tickets moved through disjointed workflows, SLA monitoring was thin enough that response times drifted, and customer history sat in pieces, so an agent opening a ticket could not see what had already happened. Rotating rosters made that worse, because every shift change was a handover with gaps in it. In a pharmacy business the ticket is usually about medication someone is waiting on.

How we approached it

The fix was not a better ticket queue, it was putting the whole customer in front of the agent. We moved support onto HubSpot Service Pro and migrated the Zendesk history with it, because a support platform without the past conversations just relocates the problem. Service pipelines were built to match how the tickets actually flow rather than a default shape. SLA tracking was set up so drift is visible while it is happening rather than in a monthly report, and Marketplace integrations added the communication tools the team needed on top.

What we built

• HubSpot Service Pro implementation
• Full Zendesk migration with historical ticket data preserved
• Custom service pipelines matched to ticket flow
• SLA tracking and monitoring
• Centralised customer interaction history for agents
• HubSpot Marketplace communication integrations

What changed

Response times improved 30% and SLA compliance became something the team can see rather than guess at. System visibility went from fragmented to complete, so agents open a ticket with the full customer history in front of them, which matters most across roster changes. Support costs fell 20%. Chemist2U then extended HubSpot into Marketing and Sales Pro, tripling their usage, which is the clearest read on whether the first project worked.

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!