SERVICE

Service Hub implementation including process design.

The licence is active, the pipelines are built, but in practice more gets answered in Outlook than in HubSpot. We handle tooling and process together: first the route every request takes (categorisation, ownership, SLA, escalation), then the Service Hub configuration that supports it. No Visio diagram for the auditor, no empty pipeline. A working model.

Book a Service Hub conversation Take the Maturity scan first

What you get

01
Ticket blueprint Categories, routes, owner and SLA per ticket type
02
Service Hub pipelines Stages and properties per pipeline, in HubSpot
03
Escalation path to tier 3 With fallback for absence and cross-hub visibility

The observation

The tool is there, the working model is not.

Service Hub was purchased, often two years ago. The pipeline was set up by someone who no longer works there, the team still emails personal addresses directly, and the SLAs live in a contract nobody opens. Most service teams do not have too few people, they have too much ad hoc. We do it differently: design the route together with your team first, then build it in Service Hub. Pipeline by pipeline, with a pilot before rolling out to the whole team.

Tickets in the wrong place

Customers email personal addresses directly, not the pipeline. No overview for the manager, no SLA measurement, no back-up when someone is absent.

Routing and escalation manual

A team lead assigns tickets manually every day. When someone is off sick or on holiday the system stalls. An escalation means asking who is still in the office, not a workflow that determines the route.

SLAs and categories on paper

Everyone knows it should be resolved within 24 hours, nobody measures it. Premium customers and standard customers wait equally long. Simple questions and complex bugs run through the same queue.

No connection with Sales

The account manager does not know there is an open ticket. The customer gets two separate conversations, no coherence, and wonders who actually owns the issue. The won-handover stays a verbal agreement.

Approach

From inbox chaos to a working platform.

Six to ten weeks, no big bang. We map the process with your team first, then build it in HubSpot. Pipeline by pipeline, with a pilot before rolling out to the whole team. After that a monthly cycle to refine what surfaces, often with a layer of customer support automation on the repeat questions.

01 Phase 01

Audit and interviews

Reviewing tickets from the past three months. Conversations with service leads, the sales handover contact and one rep per team. Which ticket types come in, through which channels, and where routes get stuck.

Wat je krijgt Ticket inventory, configuration audit and baseline measurement on throughput times

02 Phase 02

Categorisation, SLA and routes

Which ticket categories do you actually have, which routes do they follow and who is the owner. Per category, SLA rules per customer tier. Escalation path to tier 3 with fallback for absence. Won-handover format with Sales.

Wat je krijgt Categorisation matrix, SLA document, escalation path and won-handover template

03 Phase 03

Build in Service Hub

Building pipelines, properties and workflows in HubSpot. Inbound routing of email, forms and chat to the correct pipeline. Macros for recurring questions. Integration with Sales and Marketing Hub for cross-hub visibility.

Wat je krijgt Working Service Hub configuration, routing workflows and macro library

04 Phase 04

Pilot, rollout and cadence

Two-week pilot with a sub-team. Then rollout to the rest, training in the working methodology, dashboard live on the service stand-up. Owner for the monthly cycle assigned, not optional.

Wat je krijgt Live Service Hub, trained team, management dashboard and monthly owner

Who builds it with you

Two pairs of hands on the rollout.

You work with Carsten and Kim from the first session. Carsten handles the Service Hub configuration in HubSpot and the cross-hub integrations. Kim leads the process conversations, writes the playbook and handles training and rollout to the team.

Carsten Huiskamp

Consultant & online marketer

Builds the Service Hub configuration in HubSpot: ticket pipelines, SLA rules, automations and the integration with Sales and Marketing Hub. Knows Service Hub at feature level and prefers working directly in the tooling with a service lead alongside.
Kim Loonen

Consultant & online marketer

Leads the process conversations with your service and sales team, writes the playbook per ticket type and handles the training. Returns on the monthly cycle to refine where friction appears.

Case · B2B mid-market

From inbox chaos to three pipelines with SLA compliance above 90% in ten weeks

A B2B organisation had been licencing Service Hub for two years, but the team was still emailing personal addresses directly. SLAs lived in a contract nobody opened, escalations meant asking who was still in the office.

In ten weeks we analysed three months of tickets, set up a categorisation matrix, built three pipelines (question, bug, change request) with their own SLA and routing. The won-handover with Sales documented cleanly. After a two-week pilot the entire team made the switch. SLA compliance above 90 per cent in the second quarter, first-response time halved. The top recurring questions now also run a first layer of AI for service.

What clients usually ask.

Honest answers to questions we hear before every Service Hub implementation.

How long does a Service Hub implementation take?

Six to ten weeks for a complete rollout including process design. A simple rollout (one pipeline, one tier) sits at the shorter end. A multi-BU setup with cross-hub integration and a supported process design sits at the longer end. After that we move to a monthly cycle.

What does a Service Hub implementation cost?

Custom per situation. The scope depends on the number of pipelines, the complexity of SLA rules, the current state of your HubSpot and whether we include cross-hub integrations from the start. Many clients land this in a RevOps-as-a-Service retainer where strategy and execution come together. Book a conversation and we will put together a quote for your situation.

Do you only handle the tooling, or the process too?

Always both. Service Hub without process design is an empty pipeline nobody uses. A process document without Service Hub is a Visio diagram for the auditor. In practice we always see them go together, so we offer them together as well.

What if our team resists yet more process?

Fair concern, we see it often. That is why we work from phase 1 with a rep per team, not just the manager. No process imposed from above, but a route that makes the work easier. Only when the team itself wants to use it does it go live.

Do you also work with Zendesk or Intercom?

HubSpot Service Hub is our preference because we operate as a HubSpot partner in the Netherlands at Platinum level and the cross-hub integration is mature. But we have also completed Zendesk and Intercom engagements. For clients with Salesforce as their core CRM that is often the smarter combination. At the process level we are platform-agnostic.

Can we set this up ourselves?

The basic pipelines you can build yourself, and the first process sketch too. But SLA rules, escalation workflows, the integration with Sales and Marketing Hub and the process conversations with the sales handover contact and service leads take a lot of calendar time alongside your day job. We deliver it in two months, after which your team can take it over.

What if we already have a previous Service Hub rollout that does not work?

Then we start with a configuration audit and a process audit side by side. Often it is not a full rebuild, but consolidating half of it. Existing pipelines that work we keep, duplicate or forgotten configuration we clean up, and the data layer we land cleanly on your CRM architecture. You first receive a report with the recommended scope.

How does this connect to Sales and Marketing?

The won-handover from Sales to Service is an explicit part of the process. Signals that become visible in Service (frustration, expansion potential) go back to Sales and Marketing via the same reporting, with direct translation to forecasting and pipeline management towards renewals and expansion. The service silo is exactly what this engagement prevents.

Ready to start?

Ready to bring tooling and process together?

Book a conversation. We look at your current Service Hub configuration, your ticket flows and your sales handover. You then get an honest scope and a phasing that fits your team.