Enhanced client engagement and streamlined operations through Service Hub implementation.
Founded in the year 2000, MINDSCAPE is a dedicated digital marketing agency based in Grand Rapids, MI. MINDSCAPE firmly believes that the best way to grow and scale is by creating cohesive, frictionless experiences across marketing, sales, and service teams. With this methodology propelling them forward, MINDSCAPE has been instrumental in driving significant growth for a wide range of brands, both large and small, and is trusted by over a thousand brands across the United States.
- Digital marketing firm implements Service Hub.
- Creates robust client portal to manage project communications and support needs.
- Improves employee and customer happiness, increases productivity, and saves the company both time and money.
MINDSCAPE transformed client engagement and operations through the Service Hub overhaul.
MINDSCAPE leveraged HubSpot’s Service Hub to create a client portal featuring a Knowledge Base and Help Desk. Clients can access personalized reports, training recordings, and submit tickets to their designated contacts at MINDSCAPE. Jeff Bell, MINDSCAPE’s President, discussed the platform’s architecture, seamless integration with the MINDSCAPE website, secure hosting of private content, and automated client access provisioning on the Agency Unfiltered podcast. The team has experienced improved client engagement, time savings, streamlined communication, and enhanced work visibility since implementing the system. The rollout included onboarding their teams and incentivizing client adoption.
- Decreased productivity due to creative staff members spending hours each week responding to client emails.
- Scope Creep due to non-point-of-contact staff members fielding support questions and completing unbilled work.
- Disorganized Documentation due to communication happening across a variety of platforms.
- Client Dissatisfaction due to there being no single place for clients to access reports, request new work, or get support.
- Poor Reporting: The MINDSCAPE team had no insight into how clients felt about their services in regards to general performance, support requests, and response times.
MINDSCAPE wasn’t delivering an ideal experience to customers or employees.
MINDSCAPE was finding it difficult to keep track of client conversations that were taking place on a plethora of communication platforms with a variety of MINDSCAPE employees. On top of delivering a suboptimal experience to customers, the current system was causing a number of internal issues.
“This ticketing system has allowed me, as a project manager, to save time while adding in tasks and task details. Everything the client wants is clearly outlined on the ticket! It has also allowed me to communicate the status with the client without flooding their inbox with multiple threads. It’s a huge win in my book!”
Nicole Yoder, Project Manager, MINDSCAPE
What We Did
Given these challenges, MINDSCAPE decided to invest in HubSpot Service Hub. This project needed to achieve the following requirements to be worth the investment. Below, you’ll find the project requirements and the solutions that met each requirement.
Client Portal Creation
Looker Studio Utilization
Client Communication Policy Updates
Automated Task Creation and Closure
“MINDSCAPE is an incredible partner who cares deeply about their clients’ experiences. We see them as a partner and extension of our team. They are constantly innovating to make our experience better, including their new client portal. I love being able to see the status of my tickets so I know what is going on, and I can keep our stakeholders in the know. They are quick to jump on urgent needs and communicate beautifully as things move through the support process. I could not be happier with their level of responsiveness and support.”
Melissa Kersjes, Marketing Content Manager, Fusion Education Group
Through the implementation of this customer portal, MINDSCAPE was able to achieve their goals to great effect. They managed to increase productivity and efficiency, decrease scope creep, improve documentation of client communication, improve customer satisfaction, and gain insight into client happiness through feedback surveys.
The implementation and utilization of Service Hub has allowed MINDSCAPE to more effectively achieve their goal of creating and delivering seamless and simple experiences. They’re more productive, efficient, and most importantly – happy. And it hasn’t just effected the internal team. Clients have rated the new support experience as “easy” 100% of the time.
“As a project manager, using the ticketing system and conversation inbox allows me to have full visibility to a task from a client request, to assigning a task or ticket to a team member and responding directly to the ticket, to completing the request. It definitely helps make my job easier!”
Cristi Kaido, Project Manager, MINDSCAPE