HubSpot Customer Experience Suite

Design One Connected Customer Experience

We begin by mapping what should happen when a deal is won: how sales transfers context, who owns onboarding and customer follow-up, how service requests enter the team, and how customer health and retention are measured. HubSpot Smart CRM, Sales Hub, Service Hub, and customer-success tools are configured around one approved post-sale journey so customer information does not disappear when the deal closes.

Configure the Core Portal and Team Access

Core portal settings, company information, account preferences, and practical access are prepared for one approved HubSpot portal. Up to 15 named users are configured with roles and permissions supported by the client’s active subscriptions and available seats, so sales, service, customer-success, and administrators can work in the areas relevant to their responsibilities.

Build a Shared Customer Context Foundation

Contacts, companies, deals, tickets, activity history, ownership, and core record views are organized around the approved customer experience. Up to 50 approved contact, company, deal, or ticket properties are created or configured to capture product or service details, onboarding status, customer segment, renewal timing, support category, priority, owner, customer-health inputs, and agreed reporting information.

Bring Existing Customers into the New Foundation

One controlled import of up to 5,000 clean, client-provided contact and company records is prepared and loaded using the approved field mapping. This gives sales, service, and customer-success users a usable starting customer base for ownership, segmentation, support, and retention reporting without treating the package as a full legacy-system migration or data-cleanup project.

Prepare Sales Pipelines and Post-Sale Ownership

Up to two approved deal pipelines are configured with up to 10 stages each, allowing the client to manage core sales alongside renewals, expansions, or another approved post-sale motion. The setup includes practical views, stage outcomes, agreed ownership cues, and up to three meeting links or scheduling pages supported by the client’s edition, so sales activity and the closed-won handoff remain visible from the same customer record.

Create the Sales-to-Service Handoff

Up to three approved handoff automations are configured to move a closed customer into the next operational step. These may assign a service or customer-success owner, create onboarding tasks, generate a ticket, notify the right team, update lifecycle or onboarding information, or create another agreed next action. The handoff is built around client-approved criteria so customers receive continuity instead of starting again with an unfamiliar team.

Build the Help Desk and Ticket Foundation

One HubSpot help desk workspace is prepared with up to two approved inbound service channels, such as a support email address and a client-provided web form. Up to two ticket pipelines with up to 10 stages each are configured, along with practical ticket categories, priorities, record views, and up to 20 approved ticket properties. The team receives a clear place to manage customer requests while keeping the related company, deal, activity, and ownership history visible.

Route Tickets and Standardize Service Work

Up to four native ticket-routing or service workflows are configured, with up to 12 actions in each workflow when supported by the client’s edition. They can assign owners or teams, create tasks, set priority, update ticket status, notify stakeholders, escalate an approved condition, or preserve another routine handoff. Up to 10 client-approved saved replies, snippets, or service templates are also prepared to help the team respond consistently without replacing human service work.

Give Teams a Complete Customer History

Up to 12 practical saved views across contacts, companies, deals, tickets, and customer-success records are configured around the roles of sales, service, leadership, and customer success. These views make it easier to identify customer ownership, current tickets, recently won customers, onboarding work, renewal timing, inactive accounts, and other approved operational priorities without depending on disconnected spreadsheets.

Build Self-Service and Feedback Foundations

One knowledge-base foundation is configured with up to 10 client-provided and approved articles formatted for publishing when supported by the client’s active edition. Up to two feedback-survey foundations, such as customer satisfaction and loyalty feedback, are also configured with client-provided questions and branding. This creates a practical starting point for self-service and customer feedback without including ongoing article writing, survey administration, or response management.

Configure Customer Success and Retention Signals

One customer-success workspace foundation is configured when supported by the client’s Service Hub edition and available seats. The package includes up to three customer-success views, practical ownership and task cues, and one customer-health score model using client-approved record properties and tracked activities. This helps the team identify priority accounts, improving or declining customer signals, and the next action that supports retention.

Build Retention and Service Dashboards

Up to 20 approved native reports and three dashboards are configured using the data available in the portal. Reporting can cover won-customer handoffs, onboarding status, ticket volume, source, category, priority, backlog, response and resolution activity, owner workload, feedback trends, customer health, renewal or expansion pipeline, and retention indicators. Advanced analytics are included only where supported by the client’s subscription and available data.

Test, Train, and Support the Launch

The approved post-sale journey is tested from closed deal through handoff, support intake, ticket routing, customer history, customer-success visibility, and reporting. The package includes three 60-minute live training sessions for administrators, sales users, service users, and customer-success users, plus 21 calendar days of post-launch support for configuration questions and practical refinements within the original approved scope.