Data and Electrical Distributor
Turning a shared inbox into a measurable service operation
An online distributor of cabling, networking and electrical products, running sales and service from one shared inbox.
- 45%
- faster average time to close, as requests grew 13%
- <1 min
- to assign a request, down from 57 minutes
- 43%
- of inbound email filtered out automatically
- 7,304
- requests closed with an order placed
The situation
- Requests waited a median 57 minutes to be assigned.
- Closing a request took an average of 44.7 hours.
- System emails buried genuine customer requests.
- No view of the revenue the service desk handled.
What we actually did
- Launched Service Hub ahead of the ERP integration.
- Routed requests into eight queues, three using HubSpot AI.
- Archived system noise automatically.
- Captured the outcome of every request, including orders placed.
- Switched on AI drafting from an approved knowledge base.
Return on investment
More demand handled with less noise, and a service desk that now reports its commercial contribution.
