Kissel pharmacy - The cannabis pharmacy in Frankfurt
HubSpot Service Hub implementation
The Kissel pharmacy in Frankfurt, a specialized online pharmacy for medical cannabis, uses HubSpot to optimize and automate its customer service. Together with WPWA Digital, a concept was developed that addresses the specific requirements of the pharmacy in the cannabis sector and was subsequently implemented in HubSpot's Service Hub. The goal of the project was to make internal processes as efficient and automated as possible, allowing employees more time to provide customer consultations and spare customers from long wait times for responses. Comprehensive training ensured that the team was fully prepared for the new processes and working with the HubSpot helpdesk.
A special challenge of the project was the development of an entirely new service process. Previously, service inquiries were received via email in a mailbox. In the future, ticket intake needed to be more structured and available through multiple channels. The incoming tickets, which would now come from various sources such as chatbots, forms, and emails, had to be automatically captured and assigned to the appropriate employees. It was crucial to develop a concept that addressed the complexity of these requirements while ensuring efficient implementation.
In close collaboration with Kissel pharmacy, the ideal workflows for handling tickets were developed and later implemented by WPWA Digital in HubSpot. The result is an automated system where tickets are automatically captured in the helpdesk and assigned to the responsible employees.
With forms and chatbots, inquiries are categorized based on typical topics such as product consultation, prescription changes, or pharmaceutical advice, and then stored in structured HubSpot properties. Email inquiries are automatically filtered by keywords and categorized accordingly. Based on these categories, an employee is assigned to the ticket. Inquiries from specific teleclinics are directly forwarded to designated contacts.
Once a ticket is assigned, employees receive a task in HubSpot and can respond directly from the helpdesk. If there are delays in customer responses, an automatic reminder ensures that no inquiry is overlooked. After a ticket is closed, the customer receives an email to rate their satisfaction with the service. For positive feedback, they are kindly asked to leave a Google review.
To monitor the efficiency of the new system, service reports were also created, providing detailed insights into workflows and processes. This allows the team to continuously work on optimizing their service quality.
