Premium Funding Group
Halving the time to close customer requests
A premium funding group bringing its customer service teams onto HubSpot Help Desk, team by team.
- 50%
- faster median time to close, on steady volume
- 96%+
- of first responses within SLA each week, up from 81%
- 47%
- of interactions rated Exceptional by HubSpot AI
The situation
- Around 1,550 requests a month for one service team.
- Requests took a median 3.2 hours to close in August.
- Only 81% of first responses met SLA in the first week tracked.
- Requests were not linked to the customer's loan record.
What we actually did
- Moved service teams onto HubSpot Help Desk, team by team.
- Set SLAs and tracked every first response.
- Linked requests to loan records automatically.
- Introduced AI scoring of every customer interaction.
- Extended hypercare to two and a half months as a value-add.
Return on investment
Faster, more consistent service across four live teams, with the foundation set for AI drafting.
