HUBSPOT SERVICE HUB IMPLEMENTATION
"We received a purchase order written on the back of a Waffle House menu."
The first time I heard this, I had to pick my jaw up off the floor.
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That's a real quote from a multi-location manufacturing company I spoke to today. The context was that we're helping another one of their locations' Customer Service team process 1,500 orders a month for a mix of OEM replacement parts, manufactured packages, and custom engineered solutions for their industrial clients.
Here's the COOL part about it and it's all about how AI is saving their team a lot of time in a real-world scenario.
HubSpot picks up the inbound customer requests where they are parsed from various formats (PDFs, Email body, photos of printed out PO's, etc.) into a quote draft for the CS team to finalize, cutting 60% of the work needed to get this done by hand. Once completed & verified by the CSR, it's sent into SAP and turned into an order.
So yes, the real life workflow looks something like this:
Customer (let's call him Rick) finishes up a project meeting at his facility, hits Waffle House for a late breakfast, and realizes he's going to need a refresh on his widgets for the month.
Rick downs a coffee with two sugars and half & half. Then flips over his menu, writes down the line items, amounts, bill to address, ship to address, takes a picture on his phone and emails it to his customer service representative.
The attachment gets automatically picked up, scanned, and parsed into fields which creates a record in HubSpot to be reviewed, quality checked and finalized by the CSRs who are notified immediately.
Rick gets his quote back in less than 24 hours. Back at Waffle House as his coffee's being poured. Quote approved, invoice sent.