The mission

Leveraging HubSpot's capabilities, our mission was twofold: to streamline Learndirect's sales process through automation and to optimise their paid social campaign to attract quality leads.

Learndirect tasked us with enhancing their sales process through automation and self-service conversions. However, the influx of new customers strained their existing support systems. Challenges included delayed response times, increased contact frequency for issue resolution and lack of insight into service performance.

In response to these drops, we restructured their customer support approach by leveraging HubSpot. Despite being new to the platform, Learndirect trusted us to deploy the necessary tools and training to tackle these challenges effectively, transitioning from sales-focused tools to a holistic support solution; while also driving successful outcomes for their paid social efforts.

The result

Learndirect's Service Hub launch enhanced their customer support, reflecting streamlined processes and improved customer experiences, while paid social campaigns established a steady flow of high-quality leads with an ROI of 400%.

In terms of Learndirect’s service hub, post-implementation, ticket resolution frequency reduced by 26%, ticket closure time by 48%, and response time by 41%. Over 5,000 feedback surveys were sent out, marking a transformation towards a modern, accountable support team. Meanwhile, in just 7 months, Karman Digital helped Learndirect achieve record-breaking sales and achieve a return on investment of 400%.