HubSpot – Trengo to Service Hub Migration for an E-Commerce Provider Pinkcube

Company

Pinkcube

Timeline

20 Weeks

Hubspot Subscription

Sales Hub Professional

Service Hub Professional

Task

Migrate all customer service operations from Trengo to HubSpot Service Hub Professional, build scalable pipelines, and enable automation, reporting, and customer satisfaction tracking for B2B and B2C operations.

Project Overview

Pinkcube, a Netherlands-based eCommerce company that provides custom merchandise for both B2B and B2C clients, was managing customer support through multiple disconnected systems — including Trengo. As their ticket volume crossed 200K, managing service operations, routing, and reporting became increasingly complex. HubXpert migrated their entire support infrastructure to HubSpot Service Hub Professional, transferring over 200K tickets while maintaining data accuracy and continuity. We built 15+ service pipelines, created 50+ automation rules, and designed a system that now routes every customer inquiry to the right team — ensuring faster resolution, complete visibility, and measurable efficiency.

Problem Statement

Fragmented Ticket Management

Tickets were scattered across Trengo and other systems, leading to delayed responses, poor visibility, and duplication of work.

Lack of Automation & Structured Workflows

Service operations relied on manual routing, causing inefficiency and inconsistent customer experiences.

No Unified Reporting or Customer Feedback

The absence of a single platform made it impossible to track service metrics, agent performance, or customer satisfaction effectively.

Fragmented Ticket Management

Tickets were scattered across Trengo and other systems, leading to delayed responses, poor visibility, and duplication of work.

Lack of Automation & Structured Workflows

Service operations relied on manual routing, causing inefficiency and inconsistent customer experiences.

No Unified Reporting or Customer Feedback

The absence of a single platform made it impossible to track service metrics, agent performance, or customer satisfaction effectively.

Our Solution

Seamless Migration & Service Hub Setup

Migrated over 200K historical tickets from Trengo into HubSpot Service Hub.

Executed a seamless migration of over 200K historical tickets from Trengo and other legacy systems directly into HubSpot Service Hub, ensuring zero data loss and complete continuity of service history.

Set up 15+ dedicated pipelines for various service categories.

Established 15+ dedicated service pipelines within Service Hub, structuring the B2B and B2C operations for improved organization and streamlined workflow management.

Built 50+ automation rules to route tickets based on query type, priority, and channel.

Built 50+ automation rules and workflows to automatically route incoming tickets based on channel, query type, and urgency, ensuring every inquiry reached the correct team instantly.

Seamless Migration & Service Hub Setup

Automation & Customer Experience Optimization.

Implemented Service Hub workflows to transfer tickets between pipelines automatically.

Implemented advanced Service Hub workflows that automatically transferred tickets between the newly established pipelines as their status changed, minimizing stagnation and manual oversight.

Enabled transactional emails for order status, support confirmations, and post-resolution updates.

Enabled automated transactional emails to provide real-time updates on order status, support confirmations, and personalized post-resolution communications, improving transparency.

Integrated satisfaction surveys triggered after ticket closure for quality tracking.

Designed and deployed satisfaction surveys (CSAT) that are automatically triggered upon ticket closure, establishing a consistent and quantifiable system for quality tracking.

Automation & Customer Experience Optimization.

Reporting & Visibility

Created dashboards inside HubSpot Service Hub to monitor team performance, response times, and satisfaction scores.

Developed custom dashboards within HubSpot Service Hub to monitor key operational metrics, including agent performance, first-response times, and satisfaction scores in real-time.

Enabled leadership to measure operational efficiency with complete transparency.

Equipped leadership with complete visibility into operational efficiency and service metrics, moving away from fragmented data to complete, measurable transparency.

Integrated Sales Hub features for unified visibility between service and sales teams.

Integrated relevant features from Sales Hub Professional to ensure seamless data flow and unified visibility between the service and sales teams, improving handoffs and account management

Reporting & Visibility

Results

200K+ tickets migrated successfully to HubSpot Service Hub.

Achieved successful and accurate migration of 200K+ historical tickets, and simultaneously established a consistent system for tracking customer satisfaction through automated post-resolution surveys.

Automated workflows and routing reduced manual handling by over 60%.

Automated workflows and intelligent routing successfully reduced the service team's manual ticket handling and assignment efforts by over 60%.

Full visibility & real-time reporting for leadership and service teams.

Leadership and service teams gained access to full visibility and real-time reporting, replacing fragmented data with measurable, centralized performance metrics for continuous optimization.

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