Client: Termprotect (Manufacturer – PVC windows and doors)
Role: GENERAL MANAGER
Quick Intro:
TermProtect is a leading manufacturer and installer of PVC windows, with a team of over 50 professionals and continuously expanding operations.
In recent months, the volume of new customers and orders has grown significantly, creating a higher operational workload. At the same time, internal adjustments within the installation teams affected overall efficiency, leading to an increase in support incidents and a reduced response capacity.
The Problem:
Rapid growth brought longer resolution times for customer incidents.
The customer service team became overwhelmed, impacting both service quality and the brand’s online reputation. Negative reviews began to appear, and TermProtect started losing business opportunities due to slower and inconsistent support.
See What’s Possible with a Smarter CRM. Get a Free HubSpot Health Audit
Not sure if your current setup is helping or hurting your growth? Request a free CRM audit and we’ll identify gaps, quick wins, and areas to optimize.
The Solution: AI Receptionist + Integrated Knowledge Base
Following an AI audit, we designed a step-by-step implementation plan for the virtual agent:
-
Initial integration outside working hours, and in parallel during human team calls.
-
Creation of a structured knowledge base, precisely categorizing which incidents the AI could resolve and which required human intervention.
-
Agent training and calibration, including live environment testing and continuous fine-tuning.
-
Active deployment: the agent began resolving simple and medium-level incidents through its connection to the knowledge base.
-
For complex cases, it automatically creates tickets and assigns them to the appropriate department.
-
Continuous monitoring of performance, interaction quality, and ticket flow.
-
Periodic reports with measurable results and access to call recordings for quality control.
The Results:
Integrating the AI agent at TermProtect has transformed its customer service operations by combining intelligent automation with human oversight.
The outcome: greater efficiency, an improved customer experience, and sustainable growth without increasing operational costs.
-
Increased monthly volume of managed and resolved incidents, with a reduced cost per ticket thanks to automation.
-
Higher customer satisfaction (CSAT) as the human team focuses on more complex cases.
-
Operational optimization without the need to increase staff or fixed costs.
-
Improved online reputation: after each resolved case, the AI automatically sends an email requesting a positive Google review.
Let’s Talk Strategy
We are a HubSpot implementation agency, automation agency, and consulting agency—certified, experienced, and focused on results. Join the companies who trust HUB.OCTO360 to drive their CRM success.