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Scaling Customer Support and Product Communications with HubSpot for Eino

Eino

Industry

AI

Challenge

Eino required a connected support ecosystem to improve visibility, automate workflows, and keep both customers and internal teams informed in real time.

Services

RevOps, Integration, HubSpot Implementation, Email

www.eino.ai/
36%
Faster ticket resolution
31%
Ticket deflection via knowledge base
42%
Higher engagement with product updates
28%
Reduction in manual triage workload
Eino

About Eino

Eino is a leading provider of AI-driven network planning and simulation tools. Their platform helps enterprises and operators design, optimize, and manage complex telecom and wireless networks with precision and efficiency. By leveraging AI, Eino empowers businesses to accelerate deployment timelines, reduce costs, and unlock better performance from their infrastructure.

 

Challenge

As Eino scaled, their customer-facing systems needed modernization. Product updates were shared inconsistently, customer support lacked structure, and ticketing systems operated in silos. The company needed a unified solution to manage customer service, streamline communication, and enable cross-platform collaboration between HubSpot, JIRA, and Slack.

Solution

Peddle implemented HubSpot Service Hub, equipping Eino with a structured ticketing system and an easy-to-use knowledge base that empowered customers with self-service support. To keep customers informed, RSS feed emails and blogs were set up to automate product updates.

On the support side, a HubSpot chatbot was deployed for frontline inquiries, integrated directly with ticketing to ensure no issues were missed. Ticket notifications were connected to Slack, giving teams instant visibility and faster response times. For deeper issue resolution, HubSpot ticketing was integrated with JIRA, enabling seamless collaboration between support and product teams.

Impact

  • Faster Ticket Resolution: Slack + JIRA integration cut resolution times by 36%, reducing the average ticket from 21 hours to 14 hours.
  • Improved Customer Experience: Knowledge base deflected repetitive tickets, empowering customers with self-service support.
  • Operational Efficiency: Chatbot automation reduced manual triage work by 28%, freeing the support team to focus on high-value issues.

  • Cross-Platform Alignment: Real-time Slack notifications and JIRA syncing improved collaboration across teams, increasing SLA compliance by 22%.

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