Hubbled
Salesforce Service Cloud rebuild for a growing SaaS support org
Hubbled's support team had outgrown a generic helpdesk. First-response time was fine; resolution and repeat-contact rates were not. Their five product lines shared one queue with no ownership model.
Service Cloud rollout with team-specific consoles, Knowledge-grounded Einstein Bots for tier-1 deflection, and an Experience Cloud self-service portal integrated with product telemetry. Rewrote the support knowledge base alongside the migration rather than lifting it as-is.
Deflection rose to a third of volume within a quarter; repeat-contact rate fell by 40%; CSAT held through the transition — usually the hardest metric to protect during a replatform.
“The knowledge rewrite was the part we dreaded. Prometheas made it the part that mattered most.”
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