The Client
ConnectCareHero was founded with a mission; to make sure that those in senior living had engaging, enriching content to make their life more vibrant. One of their founders, Osvaldo Montelongo, was born when his father was already 57. When Montelongo was only in his early 20s, his dad started showing signs dementia. The choice was made by the family to move him into a nursing home. However, upon visiting his father, Montelongo realized that the content that his father and other residents were watching was dull and uninformative. That's why he set out to create something better.
Osvaldo Montelongo, Tornu Ngwayah, and Bob Lee III decided to dedicate themselves to giving nursing homes and senior living communities the tools they need to care for patients like Osvaldo's father. In 2017, they launched ConnectCareHero as a service to provide engaging, valuable content to seniors in residential care. ConnectCareHero runs a digital platform that provides a broad range of programs for residents to tackle isolation and loneliness at scale.
The Problem
ConnectCareHero was serving around 100 senior living homes. However, as they grew, they began to face challenges in managing their customer service. They used a little bit of HubSpot already but since they were using a sales tool (LeadSales) for all their customer messaging, they were struggling to run an effective customer service program and were missing out on HubSpot's reporting and automation capabilities. They relied on LeadSales to manage all installations of physical devices, tech support requests, and maintenance orders. They were also manually running a series of WhatsApp groups to create and send messages to group chats, including things like event reminders and service information. Eventually it became clear that they would have to decide whether to stick with their current approach out of comfort or build something that could support their growth.
The team was feeling LeadSales' limitations more and more as they grew. There were too many manual processes, and they couldn't add notes to their conversations in LeadSales, which impacted the quality of customer interactions and service. If they wanted to provide the level of service it would take to grow, they would have to make a change. And fast. After speaking with their contact at HubSpot, they were put in touch with ClearPivot to get the ball rolling for a full HubSpot Service Hub implementation to redevelop their customer support process.
The Solution
Upon engaging with ConnectCareHero, ClearPivot’s first step was thoroughly understanding their existing processes and tools. They heavily used snippets and groups, but needed significantly better management, reporting, and analytics. The notes taken would help the team understand the most important elements of their operations to recreate them with a better process. The team was willing to forego group messaging for improved management and analytics. However, the new process and solution in HubSpot would have to remain true to the spirit of their current approach.
The team next needed to think about how to integrate WhatsApp with HubSpot to manage their inquiries properly. ClearPivot created a workflow to generate tickets based on WhatsApp chats, automating the transition of information from chat to ticket. Tickets from WhatsApp chats would be automatically assigned to a designated team member through that workflow. Additionally, ClearPivot set up notifications based on ticket priority to alert the team members responsible for the cases. Then, they created another workflow to categorize tickets (e.g., tech issues, content accessibility) and prompt users to fill out all the relevant information in each conversation. This way, if a ticket lacked priority or category, the ticket’s owner received a notification, prompting them to assign it correctly.
The Results
The new HubSpot configuration turned ConnectCareHero's customer service operations around. The WhatsApp integration, ticket generation workflows, and automated assignments unified their communication, making interactions more efficient and responsive. The new ticket categories and mandatory fields gave the team access to crucial information in each conversation, enhancing service quality. They could now address service requests better with all the necessary information at hand.
In addition, ClearPivot's HubSpot implementation sealed the holes in ConnectCareHero’s data and helped them begin tracking and reporting their customer service KPIs. They now enjoy deep insights into customer interactions, helping their team continuously improve their service. The pilot testing for new customers coming in through WhatsApp was the biggest display of the system's effectiveness and potential. Though it was a serious undertaking, ConnectCareHero showed that the right processes and systems can make all the difference in your company's growth.
