SERVICE

A service process your team actually follows, not just on paper.

Most service teams do not have too few people, they have too much ad-hoc. We map the route every request takes through your organisation: from first ticket to resolution, with ownership, SLAs and escalation paths that live in HubSpot. Not a Visio diagram for the auditor, a working flow.

Book a service call Take the Maturity-scan first

What you get

01
Ticket blueprint Routes per category, owner and SLA
02
Escalation path to tier 3 With fallback for absence
03
Team playbook per ticket type Live-tested in HubSpot, with a management dashboard

The observation

Service teams work hard, the process holds them back.

Most B2B service teams we meet do not have too few people, they have too much ad-hoc. Who picks up what, who escalates, what is a priority-A and what is a nice-to-have. No process diagram solves that, but a shared route through HubSpot does. We build it together with your team, not around them, and connect it to your broader customer support automation approach.

Tickets stuck between teams

Sales throws issues over the fence, Service does not know who owns them. Customers repeat their story twice and lose trust.

SLAs exist on paper

Everyone knows it should be resolved within 24 hours, no one measures whether it actually happens. Only when it escalates does it become clear something has been sitting there for two days.

Queries, complaints and bugs in one inbox

Simple questions crowd out the real service work. Priority is set ad-hoc, depending on who happens to pick it up.

Management only sees things after the fact

Reports arrive two weeks late. There is no time to adjust, only a post-mortem on lost customers and poor CSAT scores.

Approach

Four phases to a working ticket flow, then an ongoing loop.

Service is not a one-time project. We set up the process in six to eight weeks and then keep a monthly cycle running to refine what comes up, with a direct link to your customer success programme.

01 Phase 01

Audit and interviews

Reviewing tickets from the past three months. Conversations with service leads, sales handover contacts and one rep per team. Where do routes get stuck, where is the frustration, which questions take disproportionate time.

Wat je krijgt Baseline measurement with lead times and top-3 leakage points

02 Phase 02

Categorisation and routing

Which ticket categories do you actually have, what routes do they follow and who owns them. Agreeing SLAs per category that you also intend to meet. No Visio, we map it directly in HubSpot.

Wat je krijgt Categorisation matrix, routing rules and SLA document with escalation path

03 Phase 03

Build and test

Building pipelines, properties and workflows in HubSpot. A playbook per ticket type with standard responses and handoff moments. First in sandbox, then a two-week pilot with a sub-team.

Wat je krijgt Working Service Hub config, tested playbook and pilot evaluation

04 Phase 04

Live and running

Full rollout to the team, training in the working methodology and the management dashboard live at the MT meeting. After that we move into a monthly cycle of measuring, adjusting and expanding.

Wat je krijgt Live process, trained team and monthly cycle with an owner

Who builds it with you

Two hands on your service process.

You will sit with Carsten and Kim from the first session. Carsten handles the configuration and setup in HubSpot. Kim leads the process conversations with your service and sales team and makes sure the playbook works on the floor. Our maturity-scan maps the pain points in the service process beforehand.

Carsten Huiskamp

Consultant & online marketer

Builds the Service Hub config, writes the workflows and sets up the management dashboard. Prefers to work directly in the tooling with a service lead alongside.
Kim Loonen

Consultant & online marketer

Leads the process conversations with your service and sales team and writes the playbook. Returns during the monthly cycle to refine where friction occurs.

Case · B2B mid-market

From ad-hoc routing to first response dropping from 14h to 3h in eight weeks

A B2B SaaS organisation with 120 FTE had all tickets in a mixed inbox. Sales threw issues over the fence, Service did not know who owned them, simple questions crowded out the real service work. Only when something escalated did it become clear it had been sitting there for two days.

In eight weeks we analysed tickets from three months, set up three pipelines (query, bug, change-request) each with their own SLA and routing, and agreed a won-handover template between Sales and Service. First response dropped from 14 hours to 3 hours with the same headcount. Signals from Service now also feed the forecasting and pipeline management towards renewal cycles.

What clients usually ask.

Honest answers to questions we hear before every service process engagement.

How long does a service process engagement take?

Six to eight weeks for phases 1 through 4. After that we move to a monthly cycle. For organisations with multiple business units, phase 1 may take a little longer because we want to go through the tickets per BU.

What does it cost?

Tailored to each situation. Depends on complexity, number of ticket categories and current HubSpot state. Many clients include this in a RevOps-as-a-Service retainer where strategy and execution come together. Book a call and we will put together a proposal for your situation.

Can we not do this in-house?

Probably yes in the long run, and we are happy to help you build an internal service lead. But the initial audit and categorisation takes a lot of calendar time when done alongside your day job. We get it done in two months, after which your team can take over.

Do you only work in HubSpot?

HubSpot Service Hub is our preference because we are a HubSpot partner in the Netherlands at Platinum level and the integration with Sales and Marketing is mature there. But we also work with Zendesk, Intercom or a native CRM ticketing tool. What matters is that service data comes back into the same reporting as sales data.

What if our team resists more process?

Fair point. That is why we work with a rep per team from phase 1, not just with the manager. No process imposed from the top, but a route that makes the work easier. It only goes live once the team wants to use it themselves.

How does this connect to Sales and Marketing?

The won-handover from Sales to Service is an explicit part of the process. And signals that become visible in Service (frustration, expansion potential) feed back to Sales and Marketing via the same reporting. This engagement is precisely how we prevent a service silo.

Ready to start?

Ready to turn ad-hoc into a working model?

Book a call. We look at your current ticket flow, lead times and sales handover. You then get an honest scope and a phasing that fits your service team.