Pennant HubSpot Onboarding
We worked with Wagada Digital on the implementation and refinement of our HubSpot Service Hub and customer support portal. The experience has been excellent. The team were responsive, knowledgeable and practical throughout, helping us work through help desk configuration, portal setup, customer access, ticket visibility and wider support process requirements.
Lee Lison, Head of Global Customer Support & Service, Pennant International Group plc
Project overview
Pennant is a global provider of a suite of systems support software (Auxilium®), training solutions and technical services that supports the design, development, operation, maintenance and training of complex assets, to maximise operational and maintenance efficiency.
Wagada Digital supported Pennant through a tailored HubSpot onboarding project, for a fast-track initial implementation. The build included a custom portal theme, a new knowledge base and a tiered support workflow, T0–T4.
Our solution
Wagada Digital was approached to support the initial build of the new One Pennant Support portal, replacing the legacy system with a more structured and scalable solution.
The goal of the project was to launch a functional support portal with the goal of supporting Pennant’s alignment with ISO/IEC 27001 information security requirements, while also creating a stronger foundation for customer support moving forward.
The initial scope included a custom portal theme, a new knowledge base and a tiered T0–T4 support workflow designed to reduce unnecessary escalations and help users access the right support more efficiently.
With a project of this pace and importance, face-to-face interaction, close collaboration and a clear, structured plan were essential to keeping delivery focused, aligned and moving in the right direction.
Solution design, building and testing
The project started with a focused Solution Design phase, delivered through a face-to-face working session.
This session was designed to finalise the key decisions needed to deliver the Service Hub build quickly and safely, including the Tier 1-4 ticket pipeline, routing logic by product and region, portal and Knowledge Base requirements, intake channels, ticket types, priorities, timelines and responsibilities.
From there, the project moved straight into building and testing, with the agreed blueprint used to configure the branded service portal, Knowledge Base, ticket pipeline, email-to-ticket intake, automated routing, service reporting dashboard and customer portal connection, followed by light testing and a walkthrough to support a confident go-live.
Customer transition, training and user adoption
The implementation established the platform and processes needed to support Pennant’s transition from the legacy support portal.
Pennant manages the migration of customers and relevant open support activity internally through a controlled, customer-by-customer process. This allows customer access, ticket information, licensing arrangements and ongoing support requirements to be reviewed and validated as each organisation transitions to the new portal.
Once the initial implementation was configured, training and adoption support was conducted to help teams use the new system confidently from launch, with a recorded training session covering the customer portal, self-service experience, ticket handling, escalation, routing and reporting.
This was supported by an online Q&A session for each team and an in-person trainer session at Pennant’s headquarters in Cheltenham, UK.
The result
The client came away with a HubSpot Service Hub and customer support portal that worked for their operational needs, not just the technical requirements.
With clearer help desk configuration, customer access, ticket visibility and support processes in place, the team had a more practical foundation for managing customer support through HubSpot.
Wagada Digital’s collaborative approach helped turn the client’s service requirements into workable solutions, with clear communication, practical guidance and constructive challenge throughout the project.
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