Story
HubSpot
Air ProductsAir Products Adopts HubSpot for Service Operations
Air Products, a materials organization in the United States, uses Service Hub from HubSpot to support customer service operations for agents and team leads.
Air Products asked for a cleaner operating picture of case handling. HubSpot is what they run.
“Inside Air Products, customer service operations used to depend on whoever still had the latest file.”
“Agents and team leads needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for case handling |
| Capability | Customer service operations stays visible to adjacent teams through Service Hub |
| Capability | Agents and team leads work from the same Service Hub record for case handling |
Story
Inside Air Products, customer service operations used to depend on whoever still had the latest file. That pattern is common in materials groups working out of the United States. Agents and team leads needed a system that would still make sense after the original project team moved on.
Air Products uses Service Hub from HubSpot as the working layer for case handling. HubSpot is a customer platform that combines CRM, marketing, sales, and service tools for growing companies. The practical change is simple: customer service operations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Air Products gets from HubSpot is a durable place to run customer service operations and a way for agents and team leads to see the same case handling at the same time.
