HubSpot Service Hub Professional Onboarding

What do the individual onboarding meetings include in detail?

Contents of Basic Onboarding:

• Kick-off Meeting (1,5 hours): In the first step, we will 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 (2 hours): This 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 use the service helpdesk, 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.

• Ticket Management Session (2 hours): In 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 through fields and inputs.

• Feedback Surveys & Knowledge Base Session (2 hours): This meeting focuses on creating feedback surveys - from service quality surveys 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.
• Service Professional 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 Professional license. In this training, we will familiarize your service team with the various functions and the interface.

Additional Contents within the 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 service automation workflows together with us.

Additional Information

The Service Hub Professional 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