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How Neighbourhood Used Help Desk to Cut 3D Safety’s Response Times by 85%

3D Safety
Services Used
Customer Service & Ticketing Sales & CRM
Solution
HubSpot Onboarding & Support
Project Manager
Jayden Hellyar
Project Location
Australia
Project Goals

3D Safety, a leader in safety solutions, faced challenges managing support operations. Reliance on outdated systems, like Gmail’s delegated inbox, caused inefficiencies, lost emails, delays, and frustrated customers. Recognising the need for a scalable solution, 3D Safety partnered with Neighbourhood to overhaul processes. By leveraging HubSpot Service Hub Enterprise, we implemented strategies to streamline ticketing, automate tasks, and improve visibility. This customised approach addressed immediate challenges and positioned them for sustained efficiency and growth.
Tools Used
HubSpot-Logo Gmail

Their wants

01

A complete overhaul of their ticketing system to replace Gmail. 

02

A streamlined process for assigning and managing tickets. 

03

Improved customer satisfaction through faster response times. 

04

A scalable solution that could grow with their business.

 

Their needs

01

A robust ticketing system leveraging HubSpot’s Service Hub Enterprise. 

02

Automation to reduce manual workload and improve efficiency. 

03

Comprehensive reporting and analytics for better visibility. 

04

Training and support to ensure a smooth transition to the new system.

Identifying the problem

3D Safety was overwhelmed by support enquiries. Gmail’s delegated inbox caused delays, lost emails, and duplicate enquiries, frustrating customers and wasting time. The system was inefficient and holding their business back. When 3D Safety turned to Neighbourhood, we saw an opportunity to transform their operations. By implementing HubSpot Service Hub Enterprise, we aimed to streamline ticketing, automate tasks, and improve visibility. Our goal was to empower their team to deliver faster, more efficient support and restore confidence in their customer service.

Scope of works

Service Hub
  • Replace Gmail with HubSpot Help Desk for ticket management.
  • Automate ticket routing to eliminate manual assignment.
  • Develop a workflow to track changes to the “Ticket Owner” property, ensuring accountability and preventing unauthorised changes.
  • Build a workflow to automatically update SLAs for high-priority customers, ensuring they receive the special treatment they require.
Reporting & Analytics
  • Build dashboards to provide real-time insights into ticketing operations.
  • Enable tracking of key metrics like response time, ticket closure time, and team performance.
  • Provide visibility into team performance and customer support trends to enable data-driven decision-making.
Training & Support
  • Conduct workshops to map out current processes and design an optimise future state.
  • Deliver hands-on training to ensure the team can confidently use the new system.
  • Provide ongoing support through “Ask Me Anything” sessions to address questions and ensure a smooth transition.

 

The Plan

  • Service Hub Implementation & Custom Workflows
  • Reporting and Analytics
  • Workshops and Training

Service Hub Implementation & Custom Workflows

  • We began by replacing Gmail with HubSpot Help Desk, creating a centralised system for ticket management.

  • Automated ticket routing was introduced to eliminate manual assignment, saving time and reducing errors.

  • To address specific needs, we developed workflows to track changes to the “Ticket Owner” property for accountability and to automatically update SLAs for high-priority customers, ensuring they receive the special treatment they required.

Reporting and Analytics

  • Once the system was in place, we focused on building comprehensive dashboards to provide real-time insights into ticketing operations.

  • These dashboards enabled 3D Safety to track key metrics like response time, ticket closure time, and team performance.

  • With this data, they could make informed, data-driven decisions to continuously improve their processes.

     

     


 

Workshops and Training

  •  To ensure the team could confidently use the new system, we conducted workshops to map out their current processes and design an optimised future state.
  • After the system was built, we delivered hands-on training sessions, walking the team through every feature and answering their questions.
  • This collaborative approach ensured a smooth transition and early adoption success.

 

HubSpot Help Desk

The Strategy

  • Collaboration
  • Customisation
  • Streamlining Processes
  • Long-Term Success

Collaboration

  • We worked closely with 3D Safety to understand their pain points and goals. Through workshops, we mapped out their processes and identified inefficiencies.

  • This ensured the solution was tailored to their needs and aligned with their vision for improved support operations.

     

Customisation

  • We prioritised tailoring HubSpot Service Hub Enterprise to meet their unique needs.

  • This included workflows to track ticket ownership for accountability and automate SLA updates for high-priority customers.

  • These customisations ensured the system addressed their challenges while remaining flexible for future growth.

Streamlining Processes

  • Efficiency was key. We automated ticket routing to eliminate manual assignment and streamlined repetitive tasks, freeing up their team to focus on higher-value activities.

  • This created a more consistent and reliable process for managing enquiries.

Long-Term Success

  • Our goal was to create a system that solved immediate challenges and supported growth.

  • We provided hands-on training and ongoing support to empower their team to confidently use the tools, ensuring sustained efficiency and success.

 

The Results

30%

reduction in time spent on repetitive tasks

6.4hr

response time reduced from 3 days

 

8.5 hr

ticket resolution time reduced to from 6 days

By implementing Help Desk’s automated ticket routing, we eliminated the need for 3D Safety to manually assign emails, saving significant time and reducing repetitive tasks by 30%.

We also streamlined workflows to dramatically improve response times, cutting them from 3 days to just 6.4 hours, far exceeding the original goal of 2 days. Similarly, ticket resolution times were reduced from 6 days to just 8.5 hours, surpassing the target of 4 days and ensuring faster issue resolution for customers.

These results highlight how Neighbourhood leveraged HubSpot Service Hub to empower 3D Safety’s team, enabling them to work smarter, respond faster, and deliver exceptional customer support.

 

 

Conclusion

3D Safety’s journey from a chaotic Gmail-based system to a streamlined HubSpot Help Desk is a testament to the power of collaboration and customisation. By addressing their unique challenges and leveraging HubSpot’s advanced features, we delivered a solution that not only met but exceeded their expectations.

The results speak for themselves: faster response times, improved efficiency, and happier customers. 3D Safety is now well-equipped to handle their growing support needs, with a system that provides visibility, accountability, and scalability.

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