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Industry
Education
Challenge
The University of West London needed a system to handle email enquries, applications and complaints in a more automated way. They also needed a way to report on KPIs, and admin agents' hours in supporting incoming queries.
Results
The successful implementation of HubSpot Marketing, Sales and Service Hubs resulted in the automated routing of enquiries from outlook to HubSpot; improved workload management for administrators & content management for varied email submissions.
Key Product
RevOps, HubSpot Implementation
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About UWL
The University of West London (UWL) is a public university with campuses in Brentford and Reading, offering undergraduate and post graduate degrees in STEM, healthcare, business, hospitality, social sciences, law, policing and the arts.
The Challenge
The University of West London (UWL) contracted SpotDev to implement HubSpot Service Hub to address the following key challenges:
- Fragmented enquiry channels;
- Manual application processing;
- Limited reporting; and
- No shared ticket workspace
The project was purposed to service London College of Music Examinations (LCME), a part of the UWL, is a leading music and performing arts institutions in the UK.
The Solution
The project included multiple phases including mapping out (visually) the steps that are involved in handling enquiries and applications.
Image: Flow diagram depicting visual mapping/solutioning of enquiries
During the diagnostic phase, SpotDev was tasked to design a scalable ticket pipeline for general enquiries, applications, certificates & complaints. In addition, LCME administrators received training so that more than 90% of enquiries are handled directly within HubSpot. A key part of the project was to deliver reports in the form of dashboards with KPIs demonstrate the distribution of work among administrators.
The scope of the project extended to email marketing, educational material to upskill LCME adminstrators, and CSAT survey flows to handle general enquiries, and complaints.
90% of enquiries are handled directly within HubSpot
The table below summarises the deliverables, helping UWL to create an automated experience for student applications, and a shared workspace for adminsitrators and internal personnel handling inquiries.
| Pipelines & automations | Centre applications, complaints, certificates, general enquiries. |
| Shared inbox | Centre applications inbox with automatic ticket creation |
| Reporting dashboards | Ticket volumes, response times, workload, enquiry categories |
| Marketing email campaign | Legacy enquiry re‑engagement (1000 contacts per batch) |
| Templates/snippets | Pre‑approved responses for common LCME queries. |
| CSAT survey flows | General enquiries & complaints |
| Training assets | Ten recorded Service Hub sessions, video library & user cheat‑sheets |
The Results
The HubSpot Marketing, Sales & Service Hubs was successfully implemented for LCME. Tickets populating in Outlook were now effectively being transffered to HubSpot and, LCME is now able to report capacity per admin and enquiry types for content planning.Need RevOps support for your marketing & service teams?
