The Challenge
TheCRM, a leader in AI-powered dealership technology serving RV and automotive retailers, was scaling quickly—but its support infrastructure wasn’t built for that growth.
Customer conversations lived across disconnected systems including Monday.com, spreadsheets and Intercom. Chats, calls and tickets were not consistently tied to a single contact record. If a message landed in an individual’s inbox, a ticket often wasn’t created at all.
Support volume was significant, yet reporting was unreliable. SLAs appeared inflated because chats could resolve issues quickly while tickets remained open. Requests that required escalation to the development and simple password resets followed identical workflows with no structured categorization.
TheCRM needed a centralized help desk environment that could unify communications, enforce structure and provide accurate visibility into support performance.
The Solution
Kiwi implemented Service Hub for the 20-person support team and rebuilt the support architecture from the ground up.
We replaced the fragmented tech stack with a unified system that integrates Intercom, AirCall and email directly into HubSpot. Every interaction—chat, call, voicemail, text or email—now attaches to a single customer timeline.
Custom ticket categories and multiple pipelines were introduced to separate high-priority developer issues from routine support inquiries. Defined SLAs, stage-based notifications and automated follow-up surveys replaced manual triage.
During migration, thousands of contact records were consolidated and deduplicated to improve reporting accuracy. Sales and service seats were structured inside HubSpot to ensure cross-team visibility and alignment.
The Outcome
TheCRM now operates from a centralized support engine capable of handling approximately 1,500 tickets per month with structured triage and accurate reporting.
Previously untracked chats are now fully attributed to contact records, giving leadership real visibility into customer activity. Ticket resolution times dropped from days to hours as automated routing and defined ownership replaced manual handoffs.
Support leadership can now analyze performance trends, enforce SLAs and identify issue patterns across the dealership customer base.
With unified data, clean records and integrated communications, TheCRM has a scalable Service Hub environment built to support continued growth in the automotive and RV market.
Hear from our happy client…
Kiwi worked with us to craft a highly accelerated step by step launch plan, and we had a working system—users, data, custom fields, integrations, and basic flow—in a matter of days. They offered consistent communication, expertise, and sage advice throughout a pretty robust build including Leads, Deals, Help Desk, multiple custom objects, a slew of automations, and AirCall and Intercom integrations. Easy to recommend.
Jim, Director of Advanced Technology
TheCRM