Migration from Zendesk to HubSpot provided immediate value through process efficiencies and enhanced reporting.

Background

Industry: Insurance

Company Size: 51-200 Employees

Brush Claims is a trusted partner in the insurtech space with over 30 years of industry experience and innovative technology that delivers a top-tier claims experience. Their goal is to revolutionize insurance claims with cutting-edge tech and exceptional service.

The Challenges & Goals

Brush Claims initially adopted ZenDesk with the aim to enhance service team operations and ticket management efficiency. Through exploration of the capabilities of ZenDesk, it became evident that the features offered were more extensive than required for their specific operational needs. The platform was undeniably robust but presented a cost that did not align with the perceived value, particularly as it lacked certain critical functionalities essential for boosting operational effectiveness.

"The complexity of the platform (ZenDesk) made it challenging for newcomers within our organization to quickly grasp how to use it effectively. This led to a longer learning curve and decreased productivity during the onboarding process."

Fred Powell | Brush Claims

The team at Brush Claims encountered significant challenges with ZenDesk, including its lack of intuitiveness, high costs, and lack of flexible billing options, which complicated the smooth functioning of their service operations. This experience underscores the necessity for a solution that was not only more user-friendly but also cost-effective.

Chatbot

The Brush Claims leadership recognized the potential of a sophisticated chatbot to empower customers to swiftly find answers to frequent questions, enabling the team to concentrate on more complex issues. However, the configuration of the ZenDesk chatbot proved cumbersome. It was limited recognizing specific keywords, ignoring additional context, which hindered its effectiveness for the user.

Ticket Creation & Assignment

Through the ZenDesk configuration, Brush Claims faced several challenges affecting automatic ticket assignment and escalation. This necessitated manual intervention, slowing response times and diverting focus from other critical tasks. Recognizing the need for improvements, they looked towards automating these processes in their search for an alternative solution.

SLAs

The rigid SLA (service level agreements) options in ZenDesk did not accommodate certain scenarios such as escalations to a higher-priority team. Brush Claims aimed to develop a versatile corporate SLA policy but was hindered by a lack of reliable data necessary for accurate benchmarking. Enhanced SLA reporting would provide valuable insights to departments, aid leadership in recognizing achievements, and highlight training opportunities.

Customer Insight on Tickets

Within the ZenDesk framework, Brush Claims customers experienced challenges in tracking the status of their tickets, leading to uncertainty about the resolution of their inquiries. Brush Claims aimed to prioritize improving customer satisfaction by enhancing transparency in how tickets are being processed and handled.

Data Inconsistencies

The extensive features of the ZenDesk solutions introduced complexities that posed operational challenges for the Brush Claims team. This occasionally resulted in data inconsistencies and duplicate records, which impeded the team's ability to effectively track ticket histories and produce insightful reports.

"One of the main challenges we faced was that we were not utilizing all the available features of Zendesk. While it offers a comprehensive set of tools, we found that many of them were unnecessary for Brush Claims. This resulted in a cluttered interface and made it difficult for our team to navigate and find the features that were relevant to our workflow."

Fred Powell | Brush Claims

When implementing HubSpot, it was important to Brush Claims to migrate select data, such as their knowledge base, while optimizing their processes with valuable features and automations.

The Solution & Results

When Brush Claims came to Blue Frog, thorough conversations were had to develop a personalized timeline and approach for logically configuring HubSpot to meet their business needs in a timely fashion.

Data Migration & Cleansing

Blue Frog started by helping Brush Claims map the most important data to bring into HubSpot and creating the necessary properties to capture that information. Extracting the data from Zendesk was a difficult process, but once exported and reformatted, Blue Frog cleansed and migrated the information to HubSpot, associating tickets from Zendesk with the contacts that were brought over.

Ticketing Pipeline & Workflow

Next, Blue Frog tackled the ticketing pipeline. The stages of Brush Claims’ existing pipeline were not effectively capturing ticket status. We talked with the Brush Claims team about the typical journey of a ticket and then built pipeline stages that better reflected their internal process. To facilitate ticket escalation, we helped the Brush Claims team build a workflow to notify a specific team member when a ticket was escalated and needed additional support.

"We are seeing major benefits with the automated pipeline statuses. We have been able to build internal escalations, so as a team we can better support our users. HubSpot has also allowed us to have clean reporting which gives management a true view of ticket status."

Fred Powell | Brush Claims

Centralized Communication

To prepare the portal for new service requests, Blue Frog worked with Brush Claims to connect their various messaging sources as channels to the correct inboxes in HubSpot. These sources included various email addresses, live chat and automated chatbots, a form, and Facebook messenger. To facilitate internal communication, Blue Frog helped to integrate Brush Claims’ Slack and Dial Pad accounts to HubSpot.