Story
HubSpot
American Express GBTAmerican Express GBT Runs Service Operations with HubSpot
American Express GBT, an industrials organization in the United States, uses Content Hub from HubSpot to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because case handling has a clear owner |
| Risk and compliance | Content Hub is the governed place agents and team leads use for customer service operations |
| Capability | New joiners can see how customer service operations actually runs |
Story
American Express GBT grew case handling faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. Agents and team leads were the ones stitching the picture together by hand.
Rolling out Content Hub put customer service operations on HubSpot. HubSpot is a customer platform that combines CRM, marketing, sales, and service tools for growing companies. American Express GBT keeps the product in the path where work already happens, so agents and team leads do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer service operations. Case handling is easier to inspect, and adjacent groups can join agents and team leads without a guided tour of someone's desktop.
