Agency Service Expansion Stems from Marketing Hub Success

Affirma Consulting expanded their agency services from pure marketing to marketing and customer support services. They successfully cross-sold HubSpot Service Hub to an existing Marketing Hub client by establishing a strong relationship and expanding services to solve for the customer. By identifying the need for a help desk solution in combination with the marketing value it would bring, they were able to make a successful cross-sell and expand their retainer. Affirma Consulting expanded their agency services from pure marketing to marketing and customer support services. They successfully cross-sold HubSpot Service Hub to an existing Marketing Hub client by establishing a strong relationship and expanding services to solve for the customer. By identifying the need for a help desk solution in combination with the marketing value it would bring, they were able to make a successful cross-sell and expand their retainer. Read more

56% decrease in time to close tickets

1,000 service tickets per month resolved

Expanding a Client Retainer with Service Hub

Affirma Consulting became a HubSpot partner in 2016 and quickly got to work. Affirma has been a pioneer of Service Hub since it launched and has seen great results. One method they use to expand their agency services is by contacting existing Marketing Hub clients and expanding their services into customer experience using the Service Hub product.

After selling Marketing Hub and building a relationship with their client, they identified a service expansion opportunity. They positioned and sold Service Hub to improve the customer experience while also generating a larger marketing impact with marketing use-cases. This led to a 40% increase in their retainer during implementation and subsequent support phases.

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The Challenge of Scaling Dental Services with Lack of Customer Support

BeamReaders, a dental diagnostic imaging service, was established in 2008 by Dr. David Hatcher, Tom Hatcher, and Craig Dial. Their service revolutionized the way dental practices bring the imaging expertise of Oral and Maxillofacial Radiologists to their chairside to ensure success with their 3D scans.   

After the launch of their company, they were faced with challenges such as;

- The need for a marketing solution to grow their business
- The need to answer complex customer questions about specific case submissions, expedition requests and more at scale
- The need to combine tools and platforms without adding complexity
- Too much time wasted on manual tasks

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Combining Marketing Hub and Service Hub to Grow Better

Affirma Consulting first solved their client’s marketing challenge by implementing and servicing Marketing Hub, where they acted as BeamReaders’ outsourced marketing team. Their next step was to solve for the influx of customer questions, prospect inquiries, lack of holistic customer visibility and the time they were wasting on manual tasks.

After identifying the need for a system to answer frequently asked questions and complex-tailored questions, Affirma Consulting looked to HubSpot Service Hub. How did they position this for a successful expansion into new services? They showed the value of a knowledge base, which would attract traffic to BeamReaders’ website and help their prospect marketing. Additionally, many of BeamReaders’ customers were searching for the same questions, which was consuming a lot of time for their team to respond to. The knowledge base was a great way to offer the right answers to customers without BeamReaders’ support team spending time on manual tasks.

Another value driver for Service Hub was with the automated support response workflows for frequently submitted tickets. Again, another big time saver for their support team. The third topic of discussion was the consideration of alternative solutions that would likely need custom API’s and integrations, while HubSpot Service Hub seamlessly integrated with their existing HubSpot Marketing Hub and CRM to give a holistic view of their customers.

These value drivers were exactly what BeamReaders needed, which ultimately led to them purchasing Service Hub on top of Marketing Hub. After receiving their first ticket in September 2018, they’ve been able to resolve over 4,800 cases (averaging 1,000 service tickets per month). Affirma Consulting was able to grow their retainer and expand their agency services to include both marketing services and service/support services. A perfect match of two HubSpot products, working together to help BeamReaders grow better.

About

Affirma Consulting is an award-winning full service IT consulting firm with expertise in app development, business intelligence, and marketing services. They joined the partner program in 2016 and have grown with HubSpot since. Affirma is a platinum partner and continues to deliver successful solutions and services to their customer base.

Industry: Agency

Location: United States

Software: Service

Start growing with HubSpot today

Start growing with HubSpot today

With tools to make every part of your process more human and a support team excited to help you, getting started with inbound has never been easier.

Get HubSpot free

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