March 17, 2025

Migrating from Zendesk to HubSpot for Improved Service Operations

Project Summary:

Project Name

Improving customer service operations by migrating from Zendesk to HubSpot

Project Scope

Helping the client to migrate from Zendesk to HubSpot as the prior platform was robust but costly, and lacking key features vital for operational effectiveness.

Resources Used

1 Project Manager/Project Coordinator
1 HubSpot Implementation Specialist
1 Business Analyst
1 Quality Assurance

Industry

Insurance

Work Duration

3 weeks

Country

Georgetown, TX

Technologies

Client Overview:

The client is a trusted partner in the insurance industry with over three decades of industry experience and innovative technology that delivers a top-tier claims experience. Their mission is to revolutionize insurance claims with cutting-edge tech and services. However, their existing Zendesk platform was costly, and even then didn’t have some critical features. So, they approached us for a solution to migrate from Zendesk to HubSpot.

Major Challenges:

Our client initially adopted ZenDesk to improve their service team’s operations and ticket management efficiency. However, after using this tool, it became clear that its features weren’t enough for the operational needs. And the platform’s high cost and lack of important functionalities made it less useful for them. Moreover, it also created challenges such as a lack of intuitiveness, rigid billing options, expensive pricing, etc. To overcome these challenges, the client was in need of a more user-friendly and cost-effective solution.

Our Strategy

TRooInbound worked closely with our client’s requirements and created a tailored timeline and approach for migrating to HubSpot. The process began with data mapping and cleansing from Zendesk to HubSpot, including ticket association with contacts. We also revamped their ticketing pipeline, aligning stages with internal processes and introducing automated workflows for escalations.

To move ahead with the process, we integrated their multiple communication channels like email, social media, and live chat, into HubSpot, along with internal tools like Slack and Dialpad. Moreover, we helped them improve their functionality by rebuilding their knowledge base, launching a chatbot, and implementing SLAs and feedback surveys to track performance and customer satisfaction.

They adapted to HubSpot’s features quickly and navigated the platform with ease along with streamlining their business operations. Moreover, HubSpot also helped them to implement SLAs in each branch of their business and develop a proper ticket pipeline, enabling them to track performance effectively; streamlining their teams with more efficiency.

For the convenience of their users, our client also introduced a custom chatbot that provides an automated reply to the patrons.

To drive ongoing improvement, we guided them in rolling out feedback surveys that uncovered valuable insights into customer satisfaction. They utilized HubSpot’s intuitive reporting dashboards to consolidate performance metrics, refine processes, and focus their team training efforts where it mattered most.

Results:

One of the key metrics that the client tracks is SLA performance, particularly the time to first respond to the user and ticket closure. So, when they used Zendesk, many tickets exceeded the SLAs because of less flexibility and customization, but after migrating to HubSpot, only one ticket was marked overdue.

In less than three months, the client noticed critical improvements in the way their customer service & support team worked. HubSpot helped them to reduce the response time by 69% and ticket closure time by 60%. These insights allow them to support their team members better, ensuring they have the resources needed to perform effectively.