ES
01. The Challenge
Universidad Panamericana (Mixcoac campus) wanted to implement a tool that would allow them to centralize and efficiently manage student requests, as well as internal requests from the administrative team.
02. The Solution
To address UP’s operational challenges, Cliento developed a Service Management strategy based on the implementation of HubSpot’s Service Hub, focused on the following actions:
Diagnosis and design of an optimized support process
The project’s specific needs were identified—types of requests, current response processes, and support channels—in order to recommend improvements.
A detailed mapping of the ideal support workflow was created for both internal and student requests, leveraging the capabilities of HubSpot’s Service Hub.
This exercise was consolidated into a deliverable that served as a blueprint for platform configuration.
Module configuration
Contact and ticket properties, category segmentation, and support teams were all configured.
Multiple contact points—including website forms, internal help desks, and WhatsApp—were integrated into HubSpot, allowing all requests to flow automatically into a shared inbox.
Integration with other apps
HubSpot was integrated with the Wavetec application to more efficiently manage tickets generated by students through WhatsApp.
Service automation and dashboard creation
Automated workflows were built so that whenever a ticket was created or updated, it would be automatically assigned to the appropriate team member.
Custom reports were implemented to track ticket volume, resolution times, and productivity by category and team.
Implementation of satisfaction surveys
Automated satisfaction surveys were configured in HubSpot to evaluate service quality across different support levels, using criteria defined by the university itself.
User management
Accounts were created for different user profiles within the system, with customized access levels—ensuring each team only had visibility into the information and functions necessary for their role.
Support and maintenance
Post-implementation support was provided to ensure proper adoption of the tool and guarantee that the support workflows were functioning optimally.
03. The Results
Following the implementation of HubSpot’s Service Hub, the educational institution achieved a series of results, including:
The Operations Department now has full visibility into ticket volume, response times, and the performance of each support team—enabling the identification of continuous improvement opportunities.
+50% of students respond to satisfaction surveys
providing the institution with meaningful feedback on service quality.
+20,000 tickets resolved over a two-year period
