Services Provided
Client Overview
ARW Home is a straightforward home warranty company that helps homeowners protect their household systems and appliances. They offer coverage plans for home appliances. Their U.S.-based customer support and national network of licensed technicians make service hassle-free.
ARW Home was getting a lot of customer questions across different teams, and it was becoming hard to keep track and respond quickly. They teamed up with webdew to fix this by setting up one easy system to handle all messages in one place, helping their team work better and making sure customers got faster, more helpful replies.
The Challenge
The project focused on two main goals:
- Making ticket handling and communication smoother through automation
ARW Home used different email addresses for different types of customer service requests. Because everything was spread out, it became hard for the team to keep track of who said what and which issues were already being handled. This often caused confusion and delays in getting back to customers.
- Reducing the hassle and delays in managing claims
When customers submitted claims through online forms, the ARW Home team had to sort through and process them by hand. This took a lot of time and added extra work for the team. Because it wasn’t automated, it was easy for some claims to slip through the cracks or get delayed.
Solutions Delivered by webdew
webdew provided ARW Home with smart, easy-to-use tools to simplify customer support. From ticket automation to real-time tracking, everything was built to boost efficiency and improve client experience.
- Shared Inbox & Ticket Automation
webdew set up a shared inbox in HubSpot to bring all customer messages into one place, making it much easier for the team to manage communication. Now, whenever a customer sends a message, they receive an instant confirmation email, and a support ticket is created automatically. All replies stay in the same email thread, so conversations feel smooth and connected.
The name of the team member responding is visible to the customer, which adds a personal touch. To keep things organized, managers can assign tickets, and once assigned, agents can’t reassign them, ensuring clear ownership and accountability.
- Claim Forms Turned into Tickets
webdew made the claims process much easier by setting up a system where every submitted form automatically turned into a support ticket. This saved the team a lot of time and made sure no claims slipped through the cracks. And whenever HubSpot had any limitations, webdew provided simple and smart solutions to keep things working smoothly and ready to scale in the future.
- Templates, Training & Tracking
webdew created ready-to-use email templates so agents could respond faster and more professionally. They also held two short live training sessions to help the team feel confident using HubSpot right from the beginning. To top it off, they set up 10 custom reports so ARW Home’s leadership could easily keep an eye on how well the support team was doing.
Outcome
By the end of the project, ARW Home had a smooth, automated support system inside HubSpot that fit their daily work and could grow with them. The support team had less manual work, solved tickets faster, and everything felt more organized across departments. Most importantly, the leadership felt confident knowing every customer message, whether it was a question, claim, or issue, was being tracked properly and wouldn’t get missed.
Want to simplify your support process like ARW Home?
Let webdew help you build a streamlined, automated system that keeps your team efficient and your customers happy. Get in touch with us today
