--- title: Customer Service Workflows and Automation description: Manufacturing Case Study - Discover how Hunter Apparel Solutions transformed their Customer Service Ops by implementing world class automation & workflow image: https://bigbusinessagency.com/hubfs/customer_service_operations_case_study.webp --- [Skip to the main content](https://bigbusinessagency.com/case-studies/customer-service-workflows-and-automation#main-content) [![BBA logo](https://bigbusinessagency.com/hubfs/BBA%20logo%20-1.svg "BBA logo")](https://bigbusinessagency.com?hsLang=en) [![BBA-logo-dark-orange-white](https://bigbusinessagency.com/hs-fs/hubfs/BBA-logo-dark-orange-white.webp?width=175&height=134&name=BBA-logo-dark-orange-white.webp "BBA-logo-dark-orange-white")](https://bigbusinessagency.com?hsLang=en) - [Home](https://bigbusinessagency.com) - Get more leads - [Google Ads & Pay Per Click](https://bigbusinessagency.com/services/google-ads) - [Ad Intent Data](https://bigbusinessagency.com/ad-intent-data) - [Managed Growth Plans](https://bigbusinessagency.com/services/b2b-lead-generation) - [Contact us](https://bigbusinessagency.com/contact-us) Search [Get In Touch](https://bigbusinessagency.com/contact-us?hsLang=en) Toggle Menu Search Toggle Menu [Get In Touch](https://bigbusinessagency.com/contact-us?hsLang=en) - [Home](https://bigbusinessagency.com) - Get more leads - [Google Ads & Pay Per Click](https://bigbusinessagency.com/services/google-ads) - [Ad Intent Data](https://bigbusinessagency.com/ad-intent-data) - [Managed Growth Plans](https://bigbusinessagency.com/services/b2b-lead-generation) - [Contact us](https://bigbusinessagency.com/contact-us) [Instagram](https://www.instagram.com/thebigbusinessagency/) [Linkedin](https://uk.linkedin.com/company/big-business-agency) - CPQ - B2B eCommerce - Customer Portal - Quote to Cash - Field Service Management **B2B Sales Consulting** - Big Deal Pursuits, Execution and Performance - Sales Strategy Consulting - Sales Process Consulting **Technology Implementation** - CPQ Implementation - Quote to Cash Implementation - HubSpot Integration - Proof Of Value - HubSpot Onboarding - HubSpot Implementation - Service Hub Implementation **Advertising Services** - [Ad Intent Data](https://bigbusinessagency.com/ad-intent-data) - [LinkedIn Ads](https://bigbusinessagency.com/services/linkedin-ads) - [Google Ads](https://bigbusinessagency.com/services/google-ads) - [B2B Multi Channel Campaigns](https://bigbusinessagency.com/services/b2b-lead-generation) - LinkedIn Automation for Social Selling Campaigns (ads optional) **HubSpot Software** - Service Hub for Help Desk - Content Hub for Marketers - Sales Hub for Sales Teams - [Case Studies](https://bigbusinessagency.com/case-studies/customer-service-workflows-and-automation) **More Amazing Software** - Mobileforce CPQ - CommercePro - Commercient - Expandi # Customer Service Operations Case Study Schedule a POV ### **Digital Solutions for Customer Service Operations** ## Hunter Apparel Solutions Established in 1936, **Hunter Apparel Solutions** is a multi-award-winning, technology-centred professional clothing company. Facing increased Customer Service demands from new B2B customers, Hunter Apparel Solutions sought to improve its **Customer Service Operations** by applying **automated routings and workflows** across all operational departments.   ![Customer_service_opeations_case_study_2](https://bigbusinessagency.com/hs-fs/hubfs/Customer_service_opeations_case_study_2.webp?width=742&height=506&name=Customer_service_opeations_case_study_2.webp)   ### **Challenges**   #### - Increased Customer Demand Increased workload for Customer Service from new customers and Omni-channel B2B buyer expectations #### - Operational Inefficiencies Existing processes were becoming increasingly costly and time-consuming and unable to keep pace with business growth #### - Staff Retention CS team was under considerable pressure due to outdated practices and lack of data to satisfy customer enquiries ### **Strategy** To overcome these challenges, Hunter Apparel Solutions engaged Big Business Agency to **scope, deliver and integrate automated workflows**, enabling: - Automatic CS Ticket creation from email, voice and chat - Automating Workflows- Warehousing, purchasing and sales operations - Single ticket board with statuses for all to see - Automated customer updates - Service Level Agreement to improve customer interaction - Ticket reports and dashboards to balance workload ### **Results** Automated workflows aligning departments meant: #### **- 4x Faster Customer Response** The Digital Service Hub has enabled us to respond to customer queries four times faster, leading to higher satisfaction and more positive feedback. #### **- Identifying Communication Blockages** We’ve identified key communication blockages, particularly in our collections process. Reports and Dashboards are helping us refine processes through targeted training and improved implementation, enhancing SLA adherence. #### **- Improving Admin Efficiency** The solution has highlighted trends driving unnecessary admin work caused by certain customers. We’ve enhanced customer self-service, reducing manual intervention and streamlined operations. ![Simon hunter headshot](https://bigbusinessagency.com/hs-fs/hubfs/Simon%20hunter%20headshot%20(1).png?width=1280&height=1280&name=Simon%20hunter%20headshot%20(1).png) ### Simon Hunter CEO Hunter Apparel Solutions   One month after implementing Automated Workflows with Big Business Agency, we are experiencing **significant increases in our efficiency and simplification** of our Customer Service Operations. We’re managing to do much more, much faster and improve the service to our B2B customers. 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