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[Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter?isVariant=b) - ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise?isVariant=b) ## Why HubSpot? - ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot?isVariant=b) - ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. 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[Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions?isVariant=b) - Products Products - ## The HubSpot Customer Platform All of HubSpot's marketing, sales, and customer service software on one agentic platform. - [__Free HubSpot CRM__](https://www.hubspot.com/products/crm?isVariant=b) - [__Overview of all products__](https://www.hubspot.com/products/get-started?isVariant=b) - [ \ __Marketing Hub__ \ Marketing automation software](https://www.hubspot.com/products/marketing?isVariant=b) - [ \ __Sales Hub__ \ Sales software](https://www.hubspot.com/products/sales?isVariant=b) - [ \ __Service Hub__ \ Customer service software](https://www.hubspot.com/products/service?isVariant=b) - [ \ __Content Hub__ \ Content marketing software](https://www.hubspot.com/products/content?isVariant=b) - [ \ __Data Hub__ \ Data management software](https://www.hubspot.com/products/data?isVariant=b) - [ \ __Revenue Hub__ \ CPQ, billing, and payments software](https://www.hubspot.com/products/revenue?isVariant=b) - 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[Close deals](https://www.hubspot.com/use-case/close-more-deals?isVariant=b) - ## Customer Service - [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support?isVariant=b) - [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction?isVariant=b) - ## Content - [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey?isVariant=b) - [Manage content](https://www.hubspot.com/use-case/manage-content?isVariant=b) - ## Startups & Small Businesses - [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers?isVariant=b) - [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster?isVariant=b) - [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data?isVariant=b) - ## Artificial Intelligence - [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent?isVariant=b) - [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent?isVariant=b) - [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent?isVariant=b) - By Team Size - ## By Team Size -  ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter?isVariant=b) -  ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise?isVariant=b) - Why HubSpot? - ## Why HubSpot? -  ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot?isVariant=b) -  ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies?isVariant=b) -  ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. [Explore product updates](https://www.hubspot.com/spotlight?isVariant=b) - [Pricing](https://www.hubspot.com/pricing/marketing?isVariant=b) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight?isVariant=b) - [What's New in HubSpot](https://www.hubspot.com/new?isVariant=b) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot?isVariant=b) - [Sustainability](https://www.hubspot.com/sustainability?isVariant=b) - ## Community & Events - [UNBOUND Event](https://unbound.hubspot.com/) - [Webinars](https://www.hubspot.com/resources/webinar#resource-library-page-headers) - [HubSpot Community](https://community.hubspot.com/) - [HubSpot User Groups](https://www.hubspot.com/hubspot-user-groups?isVariant=b) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions?isVariant=b) - [Technology Partner Program](https://www.hubspot.com/partners/app?isVariant=b) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates?isVariant=b) - [Education Partner Program](https://academy.hubspot.com/education-partner-program?isVariant=b) - [Startup Partner Program](https://www.hubspot.com/startups/partners?isVariant=b) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing?isVariant=b) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing?isVariant=b) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources?isVariant=b) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates?isVariant=b) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding?isVariant=b) - [Migration](https://www.hubspot.com/services/professional/migrations?isVariant=b) - [Premium Support](https://www.hubspot.com/services/premium-support?isVariant=b) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions?isVariant=b) - About About - [About Us](https://www.hubspot.com/our-story?isVariant=b) - [Careers](https://www.hubspot.com/careers?isVariant=b) - [Contact Us](https://www.hubspot.com/company/contact?isVariant=b) - [Investor Relations](https://ir.hubspot.com/) - [Management Team](https://www.hubspot.com/company/management?isVariant=b) [Start free or get a demo](https://www.hubspot.com/products/get-started?isVariant=b) [Log in](https://app.hubspot.com/login?isVariant=b) - English Select a language - [日本語](#) - [Deutsch](#) - [English](#) - [Español](#) - [Português](#) - [Français](#) - High Contrast - [Customer Support](https://help.hubspot.com/) - [Contact Sales](https://offers.hubspot.com/contact-sales?isVariant=b) - [Case Studies Overview](https://www.hubspot.com/case-studies?isVariant=b) - [Directory](https://www.hubspot.com/case-studies/directory?isVariant=b) - Bitfocus  # How Bitfocus Makes Sure No Frontline Worker Waits Overnight for an Answer with HubSpot's Customer Agent Software & Technology 25-200 employees  - 40% of tickets deflected - 65% reduction in time-to-solve - $0.3M in savings Use Cases - Improve Service Products - [Service Hub](https://www.hubspot.com/products/service?isVariant=b) - [Content Hub](https://www.hubspot.com/products/content?isVariant=b) - [Smart CRM](https://www.hubspot.com/products/customer-platform?isVariant=b) Featured - Customer Agent ### Story Overview Bitfocus deployed HubSpot's Breeze Customer Agent across Service Hub to deflect 40% of tickets, cut time-to-solve by 65%, and absorb portfolio growth without adding support headcount. ### About Company Bitfocus operates Clarity Human Services, the Homeless Management Information System (HMIS) used by 7 of the 10 U.S. cities with the largest homeless populations, administering the system for hundreds of communities nationwide. #### The Background Accelerating Quality of Service using Technology Bitfocus is a software company in a mission-critical corner of public service. Its flagship product, Clarity Human Services, is a Homeless Management Information System (HMIS) used by seven of the ten U.S. cities with the largest homeless populations, plus hundreds of Continuums of Care, counties, and nonprofits coordinating shelter, outreach, and housing services across the country.  What sets Bitfocus apart in a small, tightly connected industry isn't price or marketing reach. It's the quality of service the company delivers to the communities it administers. Federal funding cycles, HUD reporting deadlines, jurisdiction-specific policies: Bitfocus handles the technology so frontline agencies can focus on the people in front of them. That's why the company's reputation rides less on its product roadmap and more on the experience its customers have when something breaks. And as Bitfocus's customer portfolio has grown, the demands on that experience have grown with it. #### The Challenge __When a ticket waits, a service stalls__ The end users behind a Bitfocus support request are rarely sitting at a desk. They're street outreach workers logging an encounter from a tablet, shelter staff trying to enroll a family arriving at intake, program administrators racing to close out a federal grant report. Homelessness is a 24-hour problem, and the systems that respond to it can't pause for time zones or business hours. When Clarity slowed down, or when a question went unanswered until the next business day, the impact didn't stop at the help desk. It rippled outward to the people those frontline workers were trying to serve. __A West Coast desk serving a continent__ Inside Bitfocus, that pressure landed on Jeffrey Ugai, Chief Operating Officer, who oversees the service function. His team is West Coast based but supports a customer portfolio that stretches from the Bay Area to the Eastern Seaboard. East Coast mornings began with a single agent on duty. Weekend tickets could sit until Monday. Roughly 75 to 80 percent of inbound tickets came from end users — frontline workers rather than the system administrators those workers reported to — which meant volume was high, varied, and unpredictable. The team needed to close the time-zone and after-hours gap. But not by hiring around the clock, because Bitfocus's customer portfolio was expanding faster than its support headcount could reasonably keep up. And not at the cost of accuracy, either. Every Continuum of Care has its own policies, scoring criteria, and reporting cadence; a generic answer to a Los Angeles user could be the wrong answer for a user in Cuyahoga County. What Jeff needed was coverage that was fast, accurate, and community-aware. What he had was a queue. #### The Solution __Putting an always-on teammate in front of the frontline__ The fix had to start where the customer impact was: with the outreach workers, shelter staff, and administrators who needed answers in the moment, regardless of what time it was on the West Coast. Bitfocus deployed HubSpot's Customer Agent, internally nicknamed "Rambo" after the founder's dog, across two channels where customers actually showed up: the company's HubSpot-hosted help center and the live chat embedded inside the Clarity Human Services application itself. Rambo went live 24/7, drawing on the same knowledge base the human team relied on, and it began handling routine, templatable questions the moment they arrived. Password resets at 4 a.m. Eastern. Reporting questions on a Sunday. Configuration questions during a shelter intake rush. Because Bitfocus was already on Service Hub — with its help center, ticket pipeline across email, phone, and chat, and Help Desk workspace all running in HubSpot — Customer Agent wasn't a separate tool to procure or stitch together. It was a natural extension of the system the team already knew. "Having everything in one system made HubSpot the obvious choice over a standalone AI tool," Jeff explained.  __A diagnostic tool, not just a deflection tool__ Rambo's value, the team quickly discovered, wasn't only in the tickets it resolved. It was in the ones it stumbled on. Every time the agent struggled with a question, it surfaced a gap in Bitfocus's documentation: a missing article, content drift, an under-explained workflow. The team had spent years trying to identify those gaps manually, with limited visibility. Now Rambo was pointing right at them. The knowledge base and the agent began improving each other in a tight loop. As documentation got sharper, Rambo got more accurate. As Rambo got more accurate, the human team had cleaner content to pull from in their own replies — something Jeff's team had previously tried to encourage manually with little traction. __Community context where the work happens__ For tickets that did need a human, Bitfocus paired the Help Desk workspace with custom objects (for community instances, accounts, and homeless response system attributes) so agents could see jurisdiction-specific context inline as they worked a case. The same ticket about a coordinated entry assessment now arrived with the right Continuum of Care policies one click away. Jeff has called this combination "crucial to the success overall of Help Desk." And for the tickets that sat in the middle — not fully deflectable but repeatable — the team adopted reply recommendations, where Customer Agent drafts a response and a human agent edits and sends. Drafts come out cleaner. Replies go out faster. Follow-up tickets drop. It's the quieter productivity story sitting alongside the headline deflection number. #### __The Transformation__ __Frontline workers get answers when they need them__ The clearest signal that something had changed wasn't in a dashboard. It was in customer behavior. Shelter staff and outreach workers who used to call Bitfocus by default started reaching for chat first. Earlier attempts to nudge customers in that direction hadn't taken hold. What changed was that chat now gave them a meaningful answer in the moment, day or night. The shift was real enough that customers who had initially been skeptical of an AI agent — and in an industry where everyone knows everyone, skepticism travels — became advocates as Rambo's accuracy improved. That ripple ran straight back to the people Clarity was built for. Fewer overnight blockers for outreach teams. Fewer Monday-morning backlogs for shelter intake. Fewer moments where a frontline worker had to tell someone in front of them, "the system's down, come back later." __The numbers behind the shift__ Inside Bitfocus, the impact has been just as concrete. Rambo now deflects 40% of incoming tickets, with a 65% reduction in overall time-to-solve and roughly $0.3M in savings. Single-touch resolutions are up. Reopens are down. And in what Jeff considers the most telling number, ticket volume has plateaued even as the customer portfolio has continued to grow, meaning each new community Bitfocus brings on no longer adds a proportional load to the support queue. Just as importantly, the team that lived through the shift didn't lose ground in the process. Service team eNPS is among the highest in the company. The agents kept the work that needed their judgment — the nuanced, community-specific tickets only a human can handle — and offloaded the work that didn't. __A backbone for what's next__ With Service Hub, Customer Agent, the help desk, and custom objects all running in one place, Bitfocus is now extending the same instinct outward. Engineering and product are piloting AI to mine ticket data for product feedback. The website has been rebuilt on Content Hub, with IP-based routing tying customer signals back to the CRM. The integration thesis Jeff bet on early is paying off in places beyond support. For Jeff, the deeper change is in how the team thinks about its own work. Every gap is a content gap to close. Every stumble is a chance to make the next answer better. The support function he runs is now absorbing growth instead of being squeezed by it. Table of Contents Table of Contents - [The Background](https://www.hubspot.com#the-background) - [The Challenge](https://www.hubspot.com#the-challenge) - [The Solution](https://www.hubspot.com#the-solution) - [The Transformation](https://www.hubspot.com#the-transformation)  > Both our customers and agents love Rambo. HubSpot's Customer Agent gave our 24/7 frontline users fast, accurate answers, deflected 40% of tickets, and let us grow our community portfolio without growing our team — all in one system. Jeffrey Ugai Chief Operating Officer [Bitfocus](https://www.bitfocus.com/?isVariant=b) [](https://www.bitfocus.com/?isVariant=b)  ### Start Growing With HubSpot Today With tools to make every part of your process more human and a support team excited to help you, growing your business with HubSpot has never been easier. [Get a demo](https://offers.hubspot.com/crm-platform-demo?isVariant=b) ##### Related Case Studies -  ### First Alliance Credit Union Cuts Campaign Launch Time by 75% — Getting Financial Guidance to Members Faster Than Ever with Content Remix - 25-200 employees - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/first-alliance-credit-union?isVariant=b) -  ### How Sticos Gave Accountants Instant Support and Clients Faster Results with HubSpot's Customer Agent - Software & Technology - 25-200 employees - United States * * * [Read more](https://www.hubspot.com/case-studies/sticos?isVariant=b) -  ### Terrascope Achieves Accelerated Deal Cycles and ARR Growth with HubSpot - Software & Technology - 25-200 employees - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/terrascope?isVariant=b) -  ### How a Two-Person Wealth Firm Saves $70K+ a Year and Makes Every Client Feel Seen with HubSpot Agent Builder - 25-200 employees - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/concierge-wealth-management-agent-builder?isVariant=b) - 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