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Enhancing Customer Support with HubSpot Service Hub for Molecular Designs

Molecular Designs

Industry

Molecular Technologies and HealthTech

Challenge

Molecular Designs’ existing customer service systems were fragmented, making it difficult to track tickets and ensure timely responses. Manual processes slowed the team down, while the lack of automation left staff tied up with repetitive tasks instead of focusing on complex issues. Without a centralized system, communication with clients lacked consistency, and customers had no self-service resources to resolve basic questions on their own.

Services

HubSpot Implementation

moleculardesigns.com
40%
Decrease in manual workload
38%
Shorter ticket resolution time
18%
UPLIFT IN CSAT SUBMISSIONS

“Since deploying HubSpot Service Hub, our customer support has reached new levels of efficiency and effectiveness. This upgrade aligns perfectly with our commitment to advancing molecular technologies and has empowered us to better serve our clients and support our research tools.”

Todd Speranzo

CCO, Molecular Designs

Ike-Lab

About Molecular Designs

Molecular Designs is a team of doctors and scientists working to advance molecular technologies. Our founding physicians entered the molecular technologies market focused on the most common pathogens that impact the population – making products that were cost-effective, reduced waste, and easy to use.Our mission is to simplify the delivery of molecular technologies. We do this by developing, producing, and supplying multiplex assays for research use. 

Challenge

Molecular Designs is dedicated to advancing molecular technologies and believes individualized molecular data is essential for diagnosing disease. As the company expanded, it needed a more robust solution to manage customer service operations. The leadership team sought to implement HubSpot Service Hub to streamline support, improve communication with clients, and create a seamless experience for both their team and customers.

Solutions

Peddle implemented HubSpot Service Hub, tailoring the platform to Molecular Designs’ unique workflows. Customer data was migrated seamlessly, ensuring continuity during the transition. Ticket pipelines were configured to align with support processes, providing clear visibility into open inquiries. Automation was introduced for ticket routing and follow-up reminders, significantly reducing manual workload. To improve customer experience, a knowledge base was built, empowering clients with self-service tools and reducing the volume of common support requests.

Impact

  • Improved Efficiency: Automated ticket routing and follow-ups reduced manual workload by 40%.
  • Faster Response Times: Customized pipelines shortened ticket resolution times by 38%.
  • Customer Empowerment: Knowledge base deflected repetitive queries, allowing the team to focus on complex cases.
  • Enhanced Client Communication: Centralized support processes improved transparency and strengthened client relationships.
  • Scalability: HubSpot Service Hub provided a foundation for future growth, ensuring customer support could scale with demand.

 

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