How to get started with Service Hub Enterprise
Thank you for your interest in our onboarding services! We're excited to provide you an overview of our HubSpot Service Hub Enterprise onboarding packages. Please refer to the table below for more information.
For a more comprehensive understanding of each onboarding meeting, please refer to the detailed descriptions provided below. If you have any inquiries or concerns, please don't hesitate to contact us at any time. We are here to assist you.
Important note: Please be aware that the onboarding options mentioned in this article specifically apply to the Service Hub Enterprise version.
|
Basic Onboarding |
Classic Onboarding |
|
| ✔️ | ✔️ | |
| ✔️ | ✔️ | |
| ✔️ | ✔️ | |
| ✔️ | ✔️ | |
| ✔️ | ✔️ | |
| ✔️ | ✔️ | |
| 8 hours |
What do the individual onboarding meetings include in detail?
- Kick-off Meeting (1 hour): In the first step, we conduct a kick-off meeting with the project stakeholders from your company. During this meeting, we will talk about the chosen package, identify the responsible individuals, and agree on dates and deadlines for the rest of the onboarding process. Additionally, we will provide you with a list of tasks required for the technical setup of HubSpot, which will need to be carried out by your admins or IT team.
- Service Admin Training Session (1.5 hours): The first onboarding session is designed for future HubSpot Service Administrators. In this meeting, we will explain the setup of GDPR settings, how to manage team inboxes in HubSpot, how to set up your knowledge base, how to manage tickets in the HubSpot CRM, and how to create or modify teams, users, and permissions.
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Ticket Management Session (2 hours): During this session, we will provide you with best practices for defining your ticket pipeline and properties. You will learn how to design ticket views/boards according to your requirements and how to ensure optimal data quality along your support process by using fields and inputs.
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Feedback Surveys & Knowledge Base Session (2 hours): This meeting focuses on creating feedback surveys, ranging from surveys about service quality to customer satisfaction surveys. Additionally, you will learn how to utilize the HubSpot Knowledge Base to provide your customers with answers to frequently asked questions.
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Service Automation & Reporting Session (2 hours): In this session, we will demonstrate how to work with Service Workflows in HubSpot. In order to effectively coach your service team, HubSpot offers a variety of service analytics tools. During our onboarding process, we will provide an introduction to these tools, allowing you to gain valuable insights and make data-driven decisions. Additionally, we will create best practice service management reports tailored to your needs.
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Service Enterprise User Training (2 hours): This is a standardized user training based on the features and settings of the HubSpot Service Hub for end users with a Service Hub Enterprise license. In this training, we will familiarize your service team with the various functions and acquaint them with the interface.
Individual Consulting & Support (Basic Onboarding): During our meetings, we always reserve time for addressing your individual questions. If you have any questions outside our scheduled meetings, please make use of the free HubSpot Support to get answers to your inquiries. Simply click on the Help button located at the bottom right of your account. You are also welcome to contact us directly for any questions or requests you may have. Please note that the time spent will be billed at the end of the month.
Additional contents in Classic Onboarding:
- Individual Consulting & Support: In addition to the onboarding meetings described above, we are also available outside the scheduled sessions to address your individual questions. Use this time for ad-hoc inquiries or Q&A sessions where you can get answers to your specific questions regarding the functionality of the HubSpot Service Hub. You can also use the time to review your own sales automation workflows together with us.
Additional Information
The onboarding has the following limitations:
- Meetings: All meetings are conducted via MS Teams (online conference).
- Maximum meeting participants: Our experience has shown that onboarding meetings are more successful when the number of participants is limited. Therefore, we restrict all onboarding meetings to four participants. If, for specific reasons, more people are required, please discuss this with us in advance.
- Onboarding duration: The onboarding process typically takes place within 3 months. However, if your day-to-day business requires a longer duration, we can extend the onboarding period up to 12 months.
- Questions & Support: We are happy to assist you with your questions outside the defined onboarding framework. Please send your inquiries to service@brandreach.at. You will receive written responses from us with links to solution descriptions and instructions. Please note that the time spent will be billed at the end of the month.
- Basic Onboarding costs & billing: The costs of the Basic Onboarding package are based on the standard prices set by HubSpot, which are mandatory. If you do not require extended support, there will be no additional costs for you.