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[Free HubSpot CRM](https://www.hubspot.com/products/crm) [Overview of all products](https://www.hubspot.com/products/get-started) - ### Marketing Hub Marketing automation software [Free and premium plans](https://www.hubspot.com/products/marketing) - ### Sales Hub Sales software [Free and premium plans](https://www.hubspot.com/products/sales) - ### Service Hub Customer service software [Free and premium plans](https://www.hubspot.com/products/service) - ### Content Hub Content marketing software [Free and premium plans](https://www.hubspot.com/products/content) - ### Data Hub Data management software [Free and premium plans](https://www.hubspot.com/products/data) - ### Revenue Hub CPQ, billing, and payments software [Free and premium plans](https://www.hubspot.com/products/revenue) - ### Smart CRM AI-powered, flexible CRM software [Learn more](https://www.hubspot.com/products/crm/ai-crm) - ### Agent Hub Your central home for building and managing AI agents across the platform [Learn more](https://www.hubspot.com/products/artificial-intelligence) - ### Small Business Bundle The Starter edition of each product, built for startups and small businesses [Learn more](https://www.hubspot.com/products/crm/starter) - ### AEO (Beta) Answer engine optimization tools that track and improve your brand's visibility in AI results [Learn more](https://www.hubspot.com/products/aeo) - ### HubSpot Marketplace Connect your favorite apps to HubSpot [See all integrations](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - By Team Size - Why HubSpot? - ## Marketing - ### [Generate leads](https://www.hubspot.com/use-case/generate-leads) Convert visitors into contacts for your database. - ### [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) Create campaigns with automation and AI. - ## Sales - ### [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) Generate a pipeline of high-quality prospects. - ### [Close deals](https://www.hubspot.com/use-case/close-more-deals) Streamline your process and close more deals faster. - ## Customer Service - ### [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) Support customers at scale with AI and a help desk. - ### [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) Identify opportunities to improve customer health. - ## Content - ### [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) Easily craft content for your audience, with help from AI. - ### [Manage content](https://www.hubspot.com/use-case/manage-content) Organize, update, and distribute content in one place. - ## Startups & Small Businesses - ### [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) Generate leads through content, AI, and automation. - ### [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) Prospect smarter and automate payments. - ### [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) Unify your team and data on one platform. - ## Artificial Intelligence - ### [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) Scale customer service with an AI customer agent. - ### [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) Identify and engage high-value leads with an AI prospecting agent. - ### [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) Get instant answers about your customers with an AI data agent. ## 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) - ### 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) ## 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) - ### 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) - ### 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) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## 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) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Migration](https://www.hubspot.com/services/professional/migrations) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - 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) - [__Overview of all products__](https://www.hubspot.com/products/get-started) - [ \ __Marketing Hub__ \ Marketing automation software](https://www.hubspot.com/products/marketing) - [ \ __Sales Hub__ \ Sales software](https://www.hubspot.com/products/sales) - [ \ __Service Hub__ \ Customer service software](https://www.hubspot.com/products/service) - [ \ __Content Hub__ \ Content marketing software](https://www.hubspot.com/products/content) - [ \ __Data Hub__ \ Data management software](https://www.hubspot.com/products/data) - [ \ __Revenue Hub__ \ CPQ, billing, and payments software](https://www.hubspot.com/products/revenue) - [ \ __Smart CRM__ \ AI-powered, flexible CRM software](https://www.hubspot.com/products/crm/ai-crm) - [ \ __Agent Hub__ \ Your central home for building and managing AI agents across the platform](https://www.hubspot.com/products/artificial-intelligence) - [ \ __Small Business Bundle__ \ The Starter edition of each product, built for startups and small businesses](https://www.hubspot.com/products/crm/starter) - [ \ __AEO (Beta)__ \ Answer engine optimization tools that track and improve your brand's visibility in AI results](https://www.hubspot.com/products/aeo) - [ \ __HubSpot Marketplace__ \ Connect your favorite apps to HubSpot](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - ## Marketing - [Generate leads](https://www.hubspot.com/use-case/generate-leads) - [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) - ## Sales - [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) - [Close deals](https://www.hubspot.com/use-case/close-more-deals) - ## Customer Service - [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) - [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) - ## Content - [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) - [Manage content](https://www.hubspot.com/use-case/manage-content) - ## Startups & Small Businesses - [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) - [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) - [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) - ## Artificial Intelligence - [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) - [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) - [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) - 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) -  ### 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) - 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) -  ### 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) -  ### 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) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## 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) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Migration](https://www.hubspot.com/services/professional/migrations) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - About About - [About Us](https://www.hubspot.com/our-story) - [Careers](https://www.hubspot.com/careers) - [Contact Us](https://www.hubspot.com/company/contact) - [Investor Relations](https://ir.hubspot.com/) - [Management Team](https://www.hubspot.com/company/management) [Start free or get a demo](https://www.hubspot.com/products/get-started) [Log in](https://app.hubspot.com/login) - 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) - [Case Studies Overview](https://www.hubspot.com/case-studies) - [Directory](https://www.hubspot.com/case-studies/directory) - Positec Group  # Successful Customer Service for Worx: a world leader in power tools Manufacturing 200-1,000 employees  - 90,000+ Tickets managed annually - 150+ Active workflows - 1 million+ Custom survey sent Use Cases - Integrate Company Data - Full CRM Products - [Marketing Hub](https://www.hubspot.com/products/marketing) - [Sales Hub](https://www.hubspot.com/products/sales) - [Service Hub](https://www.hubspot.com/products/service) ### Story Overview In partnership with a global team, Impresoft Engage revolutionized the customer service experience for the WORX brand throughout Europe, leveraging cutting-edge HubSpot solutions. Through the strategic implementation of automated processes, the establishment of a comprehensive knowledge base, and embarking on a journey of Marketing Automation. ### About Company Positec is a company based in Suzhou, China, operating globally and specialized in the design and manufacture of power tools. Under the Worx brand, distributed worldwide, it markets a wide range of exclusively battery-powered tools, including the Landroid robotic lawn mower. __The Challenge and Goals__ Working with Positec’s multiple locations, Europe, China and USA, has allowed [Impresoft Engage](https://www.impresoftengage.com/it/) to come into contact with a global entity engaged in very complex and diverse markets. One of the company's main needs was to be able to standardize processes that were not aligned globally, in addition to educating and training people in multiple locations. The company needed to standardize how activities are being measured. The project was also focused in particular on making the customer service more effective and efficient, consequently increasing user satisfaction. In Europe, the Worx brand’s flagship product is Landroid, an app-controlled robotic lawn mower for automated lawn maintenance. The robot can also be integrated with high-performance, technologically advanced expansion modules having specific features (voice control, anti-collision, Find My Landroid, etc.).  The complexity of the company’s flagship product and the fact that Landroid is bought and used mainly during a short period of the year (from spring to the end of summer) put a great deal of pressure on Worx’s customer service, which had to manage a significant workload in just a few months and provide specialized assistance in an area involving a very steep initial learning curve. Moreover, customer service had to be provided throughout Europe, in multiple languages, and in very diverse markets. The challenge was made even more demanding by the need to manage multi-channel communications, with customers requesting assistance online, directly from the company, or offline, from the dealer.  Given the complexity of the situation, it was immediately clear that Worx's customer service needed a technological tool that would enable it to become more efficient and to monitor its operational processes more accurately. Also, new staff training had to be implemented and the various teams operating in different states had to be aligned so as to standardize customer service, and facilitate the transition to a more advanced system. The transition was also possible thanks to Karol Hawryszkiewicz who, as Positec Group’s Customer Experience Manager, widely dedicated himself to defining standard procedures and implementing new processes. __The Solution__ [Impresoft Engage](https://www.impresoftengage.com/it/)’s project enabled the company to improve its customer service through the implementation of a platform capable of collecting and sorting different information and constantly measuring the effectiveness of responses provided to users. Through standardized customer service processes, it was also possible to standardize the operating methods adopted in the various European sites, bringing the various work teams into alignment and increasing overall efficiency.  Work with the foreign teams did not stop at implementing the HubSpot platform, transforming it into a multi-year growth program instead: on a weekly basis, the various work groups could contact [Impresoft Engage](https://www.impresoftengage.com/it/) for support or to discuss proposals, including creation of standard KPIs and dashboards for continuous improvement. In this ongoing collaboration, the perpetual refinement of the project has been seamlessly orchestrated, owing much of its success to the contribution of Guido Lanaro, Head of Digital Transformation at Positec Group. __Key Points__ [Impresoft Engage](https://www.impresoftengage.com/it/)’s collaboration with Positec-Worx began by analyzing the company organization and Customer Service’s operating methods in different European states, so as to map operational processes and identify strengths and weaknesses. To complete the initial analysis phase, the collaboration started with an internal team comprising representatives of the marketing and customer service departments in Italy and abroad. With their help, Impresoft Engage’s team studied the company’s operating methods in detail, identifying processes to be optimized and defining the most suitable tools to achieve the expected results.  After the analysis phase, the HubSpot CRM Suite has been implemented. This tool enabled the digitalization of customer service activities, providing concrete support to the customer service team, especially during peak season, and improving the end customer’s experience.  Having analyzed the processes and defined the technology to be implemented, we moved on to the operational phase: a vast amount of content and material provided by Customer Service has been mapped and the questions and service requests received in the previous months have been studied in detail. This allowed [Impresoft Engage](https://www.impresoftengage.com/it/) to identify a number of major issues and understand which processes could be automated.  The HubSpot CRM Suite integrates with the customer's IoT platform. In this way, agreeing with the legal team, it was easy to import data relating to thousands of products, customer records and service tickets opened by Customer Service, providing the latter with an agile tool capable of helping the company to identify customers’ problems concretely.  To further improve customer service, Impresoft Engage set up a HubSpot conversation inbox in which all customer requests could converge, regardless of the channel (Facebook page, restricted area of the Worx website, app, email, etc.) or country of origin. To manage these requests, an efficient system for managing individual service tickets has been set up, while Impresoft Engage’s team was also working on the implementation of a system used to monitor customer satisfaction based on three different surveys (to assess satisfaction with the product itself, satisfaction with the service provided by Customer Service, and the customer loyalty index).  While working on these customer service improvements, [Impresoft Engage](https://www.impresoftengage.com/it/) also collaborated with the marketing department to implement an inbound marketing path and expand the company’s knowledge base. Potentially interesting content for the end user was compiled, based on Customer Service’s most frequently asked questions, and a series of SEO-optimized themed articles was produced. Additionally, a multilingual web platform was created – hosted on a subdomain of the main Worx website – where a large amount of useful material, such as videos, manuals, tutorials, and infographics, was collected and made available to users. In this manner, the means of solving certain specific problems on their own were provided to users, resulting in an increase in their level of satisfaction and a decrease in the workload of Customer Service. Subsequently, certain marketing automation activities were implemented through integration with the customer's IoT platform to facilitate cross- and up-selling of products and/or extension modules. Finally, a feedback and statistics monitoring system was implemented, with the goal of achieving continuous improvement. Through this tool, information on the content and outcome of tickets opened by Customer Service and on the use of the knowledge base can be collected by the company. This information is utilized to further expand the content offering and make automatisms more efficient, in addition to scheduling employee training.   Table of Contents Table of Contents > Impresoft Engage, in collaboration with HubSpot, has been instrumental in steering our dynamic digital transformation journey. Their agile approach and profound understanding of HubSpot's capabilities have not only expedited our technological progress but have also sculpted a future-ready infrastructure that consistently propels us towards innovation and excellence Guido Lanaro Head of Digital Transformation Positec Group  ### 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) ##### Related Case Studies -  ### How a historic Italian manufacturer of luxury faucets shifted from Excel files to a comprehensive Digital Transformation - Manufacturing - 200-1,000 employees - Marketing Hub * * * [Read more](https://www.hubspot.com/case-studies/fantini-rubinetti) -  ### PRECISION Successfully Migrates to HubSpot and Achieves Better Marketing, Sales, and Services Results - Manufacturing - 200-1,000 employees - Marketing Hub * * * [Read more](https://www.hubspot.com/case-studies/precision) -  ### How Riverside Insights Empowers Educators to Act in Time for Students — While Slashing Tech Costs by $600K with HubSpot - 200-1,000 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/riverside-insights-unified-crm) -  ### How Panoramic Doors Gives Every Homeowner Expert Answers at the First Click with HubSpot's Customer Agent - Manufacturing - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) - 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 ### PRECISION Successfully Migrates to HubSpot and Achieves Better Marketing, Sales, and Services Results - Manufacturing - 200-1,000 employees - Marketing Hub * * * [Read more](https://www.hubspot.com/case-studies/precision) -  ### How Riverside Insights Empowers Educators to Act in Time for Students — While Slashing Tech Costs by $600K with HubSpot - 200-1,000 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/riverside-insights-unified-crm) -  ### How Panoramic Doors Gives Every Homeowner Expert Answers at the First Click with HubSpot's Customer Agent - Manufacturing - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) -  ### How HubSpot and Cloudfresh Brought Scale and Efficiency to Teams at Ekol Logistics - 200-1,000 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/ekol-logistics) -  ### Garrett Metal Detectors accelerates the deal cycle and keeps communities safer with Sales Hub - Manufacturing - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/garrett-metal-detectors) -  ### How a Two-Person Wealth Firm Saves $70K+ a Year and Makes Every Client Feel Seen with HubSpot Agent Builder - Marketing Hub - Sales Hub - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/concierge-wealth-management-agent-builder) -  ### How Octagos Built a Precision Marketing Engine That Keeps Pace With It's Life-Saving Platform - 200-1,000 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/octagos-breeze-assistant) -  ### How Stax Payments Earned a 65% Action Rate by Using HubSpot's Prospecting Agent to Address Prospect Challenges - 200-1,000 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/stax-payments-prospecting-agent) -  ### How Cyber Advisors Made Sure No Business in Crisis Got Ignored with HubSpot’s Prospecting Agent - 200-1,000 employees - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/how-cyber-advisors-made-sure-no-business-in-crisis-got-ignored-with-hubspots-prospecting-agent) [See all case studies](https://www.hubspot.com/case-studies/directory) [Back to top](#) Back Close ## Popular Features - 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