Increased insight and faster response: SR Group optimizes logistics customer journey with Axaz and HubSpot

SR Group is a total logistics services provider, handling the entire value chain from planning to transportation, with a focus on efficiency and customer loyalty. The company needed a solution to ensure a holistic management of the customer journey, from incoming inquiries and customer care, to marketing and sales. Through the collaboration with Axaz and implementation of HubSpot, they gained increased insight, reduced response time, and a system that could grow with them. At the same time, they have a proactive partner who supports them on their digitalization journey.

“Through our collaboration with Axaz and the implementation of HubSpot, we have gained increased control over the customer journey. We have reduced response time and person dependency in most departments but still have a way to go. With that said, we are now rigged for scalable growth. It's about delivering better customer experiences and at the same time working smarter.” says Renate Brynhildsen, IT & Procurement at SR Group.

The challenge: Need for a better structure and holistic overview

In the logistics industry, quick response and accurate information are critical to customer satisfaction. SR Group needed to delegate inquiries more quickly and efficiently. They also had challenges when it came to the structure of data and easy access to customer information and history, which created person-dependency. Without a comprehensive overview of the customer journey, it was difficult to conduct targeted marketing and sales activities.

SR Group realized that they needed a partner who could do more than just implement a CRM system. Axaz was chosen because of its technical HubSpot expertise, strong business and process understanding, and ability to support those on other needs such as AI solutions, integration and architecture. They needed a partner who could support their entire digital journey.

The solution: A unified CRM platform from HubSpot and ongoing support from Axaz

Axaz implemented the HubSpot Service, Marketing and Sales Hub to ensure a common platform for the entire customer journey. In addition, Axaz provides continuous monitoring and support through a Managed Service plan.

• HubSpot Service Hub was implemented to structure and streamline customer care. The core of the solution is an advanced ticketing system that ensures that no inquiries disappear, and that inquiries are routed to the team that has the right expertise and spare capacity. This ensures that customers receive faster and more precise assistance, regardless of who is at work. The solution also lays the foundation for adopting advanced AI functionality to further streamline and improve customer care.
  
  
• HubSpot Marketing Hub was implemented for email marketing, campaign management, event management, segmentation, leads-scoring, and reporting. All tools are powered by AI that helps optimize content and identify the best customer segments automatically, providing more accurate content and saving time associated with content production.
  
  
• HubSpot Sales Hub provided control on sales activities, relationship building and customer pursuit. The solution brings all dialogue and history together in one place, making it easy to follow up offers and build long-term relationships and reduces personal dependency.
  
  
• Axaz CRM Managed Service: In addition to the actual implementation, SR Group chose to make use of Axaz's CRM Managed Service service. This ensures that the platform is continuously monitored and optimized. Through this service, SR Group gains access to expertise, user support and product updates for ongoing improvements.

‍

Read more about our CRM service here.
‍

Proactive collaboration and scalable capacity

Axaz contributed implementation, process optimization, user training and other consulting. The cooperation has been characterized by a proactive partnership with good dialogue from both sides. A key factor for its success was the flexibility of delivery, where SR Group was given the ability to easily scale capacity and expertise up and down as needed. This ensured that they always had the right support available, without locking resources unnecessarily.

“The collaboration with Axaz has been very valuable. They trained with the right skills and showed great flexibility. They understood our logistics challenges and helped us adapt HubSpot to our processes”, says Renate.

Delivery lead in Axaz, Magnus Holter, boasts of SR Group that could:

“SR Group has been a fantastic customer to work with. Their ownership of the implementation and approach to seeing the customer journey holistically ensured a successful delivery. Now they have the tools they need to operate efficiently, make data-driven decisions and are at the same time rigged for further digitization,” says Magnus.

Results and business value: Better customer experience and increased efficiency

The implementation of HubSpot and the collaboration with Axaz, brought significant improvements to SR Group, particularly in the area of operational efficiency:

• Before: Inquiries were processed manually, and distribution was inefficient and person-dependent, with limited visibility of the customer journey and outcomes from different departments.
  
  
• After: Inquiries are handled more efficiently with automatic distribution to the right team, which has reduced response time and improved customer experience. They also gain increased insight and control across customer care, marketing and sales, with a better overview of the entire customer journey. They are now rigged for further digitization and the use of new technologies.

SR Group was given a scalable and sustainable system for growth. At the same time, they have a partner who can support them on their digitalization journey, also in areas outside the CRM domain.

Do you want to explore how a holistic HubSpot platform combined with a proactive partner can streamline processes and increase insight into your business?