Case Study:

Transforming Service Operations with RevOps – A 300% Sales Increase in 18 Months

March 2023 to August 2024

Build. Work. Deliver. by Teajai

Client Overview
A construction/manufacturing-related company was receiving consistent service requests but lacked a structured process to manage them effectively. Service calls were handled using paper notes, leading to inefficiencies, lost opportunities, and a lack of accountability. The company needed a streamlined system to handle increasing service demand and drive revenue growth.

Challenge The core issue was the absence of a defined service process. Calls and emails were manually managed with no centralized tracking system, resulting in:

• Service requests falling through the cracks

• No systematic follow-up, leading to missed sales opportunities

• An overwhelmed intake staff with no clear workflow

Solution: Implementing HubSpot and Defining Service Processes

1. System Setup and Integration: The first step was implementing HubSpot’s Service Hub and integrating it with the company’s website. This included:

• • Setting up service request forms that automatically created tickets in HubSpot
  • Installing a chatbot on service request pages to handle initial queries and direct customers to the appropriate resources

2. Defining and Streamlining Service Processes: A clear, structured pipeline was established:

• • Every call and email was logged into HubSpot as a service ticket
  • A workflow was defined to ensure that each request followed a systematic path from intake to resolution

3. Automations for Efficiency: To support the small team and ensure no requests were missed:

• • Automated tasks were created to remind intake staff to follow up three days after the initial request for any missing information (such as measurements or photos)
  • A follow-up workflow ensured continued contact until all necessary details were gathered
  • Once complete, the ticket was transferred to the quoting team

4. Quoting Process Automation:

• • After sending a quote, an automated reminder email was scheduled to go out within seven days to prompt customer approval
  • Follow-up tasks were assigned to the quoting team to personally check in on pending approvals

5. Driving New Leads Through Paid Advertising: To further boost sales:

• • Google Ads and Facebook Ads campaigns were launched to drive more service requests
  • CallRail was integrated with HubSpot to track calls generated by Google Ads, providing insight into ad effectiveness

Results

The implementation of these RevOps strategies led to extraordinary outcomes:

• • 300% increase in sales over an 18-month period
  • Service department revenue approached $1 million, surpassing previous sales benchmarks by more than double
  • A fully established, scalable service department replaced what had been an inefficient, paper-based system

Conclusion

By defining clear processes, integrating HubSpot, automating follow-ups, and implementing targeted advertising, the company transformed its service operations. This case study demonstrates how strategic RevOps implementation can drive significant revenue growth, streamline operations, and empower small teams to handle increased demand effectively.

Key Takeaways

• • Defined processes prevent lost opportunities
  • Automation enhances efficiency and consistency
  • Integrated systems provide valuable insights and improve decision-making
  • Targeted advertising can significantly boost inbound service requests

This transformation not only established a high-functioning service department but also set the foundation for sustained growth and operational excellence.

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