The Challenge
As the national credentialing body for health and wellness coaches, NBHWC fields inquiries from a wide range of audiences including coaches seeking certification, employers looking to hire, training programs seeking approval and members of the public. Each group has different needs and gets routed to a different team.
Tickets were coming in through four separate shared inboxes, a web form and phone calls, then being tracked manually in a spreadsheet. Canned responses lived in a Word doc that staff copied and pasted into emails by hand.
With nearly 50,000 contacts and volume growing daily, there was no structured routing, ownership or visibility into what was falling through the cracks.
The Solution
Kiwi implemented Service Hub Pro across two teams, building a support infrastructure that could scale with NBHWC’s growing membership.
All four shared inboxes and the web form were connected to HubSpot’s Help Desk, consolidating every incoming channel into one place. Two separate pipelines were created based on ticket category, with automations to assign ownership, set SLAs and trigger workflows based on where a ticket landed. Alerts were configured for tickets stuck in “Waiting on Us” for more than 24 hours and automated confirmation emails with dynamic ticket details were set up to go out to every form submitter.
Custom properties and a customized Category field gave each team the context they needed to handle tickets correctly. Canned responses were rebuilt as HubSpot snippets, eliminating the Word doc entirely.
The Outcome
NBHWC now manages nearly 1,000 tickets per month through a single, automated system. Inquiries that once required manual tracking in a spreadsheet route themselves to the right team automatically. Form submissions feed directly into HubSpot and trigger confirmation emails on their own, cutting down on repeat submissions and follow-up noise.
The team went from duct-taped together to built to scale.
Hear from our happy client…
Kiwi was phenomenal. There was so much going on, but they made the entire process feel manageable. Their sense of humor brought a lightness to what could have been overwhelming, and they were always accessible, responsive and accountable. Truly made a huge difference!
Hanna, Marketing Specialist
NBHWC