56% Decrease in Time to Close Tickets
1,000 service tickets per month resolved
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.
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
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.
9.7x Increase in Traffic
267% Increase in Leads
87% Increase in Customers
30% Increase in Turnover
1,000% Increase in Monthly Traffic
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First Diamond Partner in Australia
95% of Clients on Retainer
120% Increase Cpls in Nine Months