Case | Stockholm Gas
How Stockholm Gas streamlined its case management by 85%
Stockholm Gas
Country:
Sweden
Industry:
Energy
Main service:
Biogas and natural gas
Turnover
200million +
The challenge
The energy company Stockholm Gas had recently switched from Microsoft to HubSpot. They were happy with their new CRM but quickly realized that the built-in inbox was not adapted to their complex flows. Julia Juchert Kirmeier is a Customer Case Specialist at Stockholm Gas, and the person responsible for the outsourced customer service team.
"The helpdesk part was a big challenge for us. We received all emails and forms in a single flow directly from the CRM to the inbox. Important customer info was missing and we had no visibility into priority or waiting time."
To get an overview of a customer case, email agents had to read other people's email threads to understand what a case was about.
"All this was taking up unnecessary time, creating stress and putting us at risk of losing cases," says Julia Juchert Kirmeier.
The team needed better control and follow-up, a higher quality of customer service, and a solution that provided peace of mind for both customer service and customers. But how was this to be achieved?
"We knew right away that this was something for us."
Julia Juchert Kirmeier
Customer Case Specialist | Stockholm Gas
"The solution came from Resultify"
It was Viktor Olsson, project manager at Resultify, who took the initiative to implement HubSpot Helpdesk. "Viktor is very proactive and tells us about news and improvements that can be made. He comes with tips and tricks and wants us to be able to work in the best possible way. We are very grateful for that," says Julia Juchert Kirmeier. "We immediately understood that this was something for us."
Viktor Olsson further explains: "Stockholm Gas needed a structured, secure and scalable helpdesk in HubSpot - and the right support to get it up and running. Based on how they actually worked in everyday life, we recommended a full move to HubSpot Help Desk"
To ensure adoption by the sales force, the project started with a three-month pilot project, where all salespeople got to run HubSpot Sales Hub. After that, they continued with a full-scale migration.
"To get accurate customer and contract data, we integrated Xellent, an ERP system built specifically for the energy industry. We took a holistic approach," says Viktor Olsson.
And the result?
The effects came quickly - and were greater than Stockholm Gas had expected. Before HubSpot Helpdesk, they had no overview of priorities or waiting times, and it was difficult to see customer data, history and what a case was actually about.
There was a high risk of duplication - email agents could accidentally answer the same ticket twice - and because everyone was responsible for everything, some tickets could sit for weeks without being caught. The effect of this was long response times of up to five days.
After the implementation of HubSpot Help Desk, Stockholm Gas:
- Greatly reduced processing time.
Depending on the type of case, Time to close went from 3-5 days to 0.5-1 day, which meant an improvement of 75-87.5%. - Customer satisfaction improved.
Thanks to faster responses, fewer dropped cases and clearer prioritization, the CSI increased. - Significantly improved working environment for customer service.
Customer service agents gained a clear view with an overview of waiting time and previous conversations. - Reduced administration.
There was less risk of duplicating work and it was easier to see which cases required extra expertise. - Reduced stress.
With better data, it became easier to distribute cases between employees and thus less stress on individuals.
Unexpectedly smooth implementation
The biggest concern before the implementation was that the change would be chaotic, says Julia. "In practice, it was the opposite. The implementation only took two weeks, and the inbox was only down for a few hours."
Since then, everything has become much easier, says Julia Juchert Kirmeier. "Employees can quickly get an overview and estimate how many emails they can handle in a morning, prioritize and decide who should take which cases. It has really made a difference, and everything went much smoother than I expected."
Viktor Olsson at Resultify: "What made the biggest difference was the combination of a structured move to HubSpot Help Desk with clear processes and views, the practical training and the frequent dialog after go-live. For Stockholm Gas, this means in the long term that they get a scalable platform for customer service with shorter response times and more satisfied customers. They also get a more efficient and self-sufficient internal team, with a secure structure that can evolve."
So, Julia, would you recommend Resultify?
"Absolutely! You feel so safe. They know what they're talking about and they're on top of everything. They always understand what you mean, and are super fast in contact. We have had a close dialog and despite the fact that we are located in different cities, communication has been super good," says Julia Juchert Kirmeier.
"They know what they're talking about and have all the pieces in place."
Julia Juchert Kirmeier
Customer Case Specialist | Stockholm Gas
