Ambs Call Center

Zendesk to Service Hub migration for a multi-industry answering service

The Challenge

Ambs Call Center provides premium 24/7 answering services, employee call-off hotlines, business texting and AI receptionists for all industries including healthcare, manufacturers and larger service companies.

Over time, their Zendesk instance had become bloated and inefficient. With 122 macros, inconsistent automation and no active customer portal, their system felt reactive instead of intentional. As their internal teams expanded across Customer Service, Tech, Marketing and Finance, they knew simply migrating tools wouldn’t solve the problem.

As Aaron Boatin, President of Ambs Call Center, put it, “We want to replicate functionality but make improvements. We don’t want to take the same stupid things we’re doing in Zendesk and not deploy.”

They needed to reimagine their support infrastructure in Service Hub—not just transfer it.

The Solution

Kiwi implemented HubSpot Service Hub for approximately 25 team members and approached the migration as an operational redesign.

Instead of copying over 122 macros, we audited what was actually being used and rebuilt the system using structured workflows and scalable snippets. Nearly 20 automated workflows replaced manual routing, follow-ups and status updates, creating consistency across departments.

We redesigned their support intake process with new HubSpot forms that automatically created tickets, routed them into the correct pipeline and triggered confirmation emails based on ticket category. Separate pipelines were built for Customer Service, Tech, Marketing and Finance, including permission-based visibility for sensitive billing tickets.

We also activated the myAmbs Support Portal, giving customers visibility into their own tickets for the first time, and structured complaint tracking so leadership could report by employee, client and complaint type.

The result wasn’t just a new help desk—it was a purpose-built support system designed around how Ambs Call Center actually operates.

The Outcome

Ambs Call Center moved from a cluttered, macro-heavy Zendesk environment to a streamlined and automated support infrastructure inside HubSpot.

They evaluated and rationalized 122 legacy macros, replacing them with ~20 structured workflows designed to reduce manual work and improve routing accuracy. Service Hub was successfully deployed across 4 departments and 25 team members, all working within a unified system tailored to their specific needs.

With automated ticket routing, structured pipelines, role-based permissions and a live customer portal, Ambs Call Center now has clearer ownership, better reporting visibility and a support operation built for scale, not patchwork fixes.