Story
HubSpot
MattelMattel Adopts HubSpot for Service Operations
Mattel, a consumer discretionary organization in the United States, uses Service Hub from HubSpot to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for case handling |
| Capability | Customer service operations stays visible to adjacent teams through Service Hub |
| Capability | Agents and team leads work from the same Service Hub record for case handling |
Story
Inside Mattel, customer service operations used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of the United States. Agents and team leads needed a system that would still make sense after the original project team moved on.
Mattel uses Service Hub from HubSpot as the working layer for case handling. HubSpot is a customer platform that combines CRM, marketing, sales, and service tools for growing companies. The practical change is simple: customer service operations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Mattel gets from HubSpot is a durable place to run customer service operations and a way for agents and team leads to see the same case handling at the same time.
