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CRM / HUBSPOT IMPLEMENTATION

HubSpot Service Hub implementation with SLA tracking and deflection from day one.

We implement HubSpot Service Hub for B2B service teams that want to work proactively. Tickets, knowledge base, SLAs, surveys and feedback, built on a data model that marketing and sales can inherit. Addmark is a HubSpot Platinum Partner since 2020.

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What do we deliver?
  • 01
    Working Service Hub Tickets, pipelines, knowledge base and SLAs configured for your customer tiers
  • 02
    Deflection package Knowledge base, chatbot and automated follow-up that prevents tickets
  • 03
    Feedback loop NPS, CSAT and surveys that feed back to sales and marketing
What you get in hand

What a Service Hub implementation with us involves.

A Service Hub implementation with us means building a service system, not a ticket pile. Tickets, knowledge base, SLAs, surveys and feedback, configured so reactive and proactive work side by side and signals feed back to sales and marketing.

Most Service Hub tenants we take over have tickets in a pile, a knowledge base nobody fills and SLAs that sit in a PDF rather than in the system. We set up Service Hub as a system where tickets follow a ticket pipeline, deflection paths are active from day one and the service team works on signals rather than firefighting. The feedback loop to sales and marketing is standard for us, because service data is your cheapest pipeline source.

What you get in hand

  • Service Hub fully configured (tickets, knowledge base, surveys, SLAs)
  • Ticket pipelines with routing and escalation per customer tier
  • SLA tracking in HubSpot, not in a spreadsheet
  • Knowledge base with deflection path and chatbot
  • NPS, CSAT and feedback surveys with follow-up
  • Feedback loop back to sales and marketing
Case · B2B SaaS

From tickets in a pile to SLA tracking and deflection in seven weeks

A B2B SaaS company with 90 employees had Service Hub running, but tickets were in a pile, customer tiers made no difference in routing and SLAs only existed in a PDF on SharePoint. NPS and CSAT were sent ad hoc with no results feeding back anywhere.

In seven weeks we set up ticket pipelines per customer tier, activated SLAs in HubSpot, built the knowledge base as a deflection path and set up NPS/CSAT flows that feed back to sales and marketing. The service team now works on signals rather than firefighting.

Read more cases
Customer Success Lead
B2B SaaS, ~90 employees · Customer Success Lead
7 wks
lead time
35%
tickets deflected
100%
SLAs in HubSpot
Who helps you

Two owners on your implementation.

Service Hub implementations are personal at Addmark. Carsten as CRM Architect and Carel as RevOps Lead own the engagement, from kick-off to handover.

  • Carsten Huiskamp

    Carsten Huiskamp

    CRM Architect / Hub owner

    Builds the Service Hub layer: tickets, pipelines, SLAs, knowledge base and surveys. Owner of the configuration and governance.

  • Carel Schrier

    Carel Schrier

    RevOps Lead / Strategist

    Leads the discovery, translates the service process into tier routing and feedback loops. Stays involved until the handover to your service team is complete.

Frequently asked questions

What clients usually ask.

Honest answers to the questions we hear in almost every Service Hub engagement.

How long does a Service Hub implementation take?

Greenfield six to eight weeks, reconfiguration eight to twelve weeks. Migration from Zendesk or Intercom typically runs twelve to sixteen weeks, because ticket history and knowledge-base content need to be migrated carefully. We work in sprints, so every two weeks you see progress in a working setup.

Doesn't this belong under the Service pillar?

No. Service at Addmark covers customer success strategy, health-score models, customer segmentation and churn prevention. Hub implementation is about data architecture, configuration and governance. That sits under CRM, alongside Marketing Hub and Sales Hub. A service process design and a Service Hub are two separate projects that do connect.

Which HubSpot licence tier do we need?

For B2B mid-market, Service Hub Professional works in most cases. Enterprise is worthwhile if you need SLA reporting per team, custom feedback surveys or more complex ticket routing. We do not automatically recommend the highest tier, only what you will actually use.

Do you also handle the knowledge base?

Yes, we write or edit the first twenty to thirty articles together during the implementation phase. After that, the rhythm sits with your internal team. Optionally under a RaaS retainer we keep the knowledge-base roadmap active alongside you.

How does this connect to CRM architecture?

The CRM architecture is the data model on which Service Hub runs. If you do not have an architecture yet, we design it in the first phase. If you already have one, we implement on that blueprint without redesigning it.

Ready to get started?

Ready for service work on signals?

Book an implementation call. We look at your current service setup and ticket discipline, then give you an honest scope and timeline.

Book an implementation call Take the Maturity Scan first