SunCentral Service Hub Integration
The Challenge
SunCentral, Pivot Energy's community solar subscription management subsidiary, was managing customer service for nearly 150 megawatts of community solar capacity across dozens of projects. Their Customer Service team faced several challenges:
What We Did
Service Hub Enterprise Implementation
Integrated SunCentral's Customer Service team into HubSpot Service Hub Enterprise. This involved documenting all existing service processes and translating them into HubSpot workflow automation — replacing manual steps with automated ticket routing, status updates, and subscriber notifications.
HubSpot API Consultation
Consulted with SunCentral's Product Development team on how to best leverage the HubSpot API for their custom integration with the proprietary solar subscription platform. Rather than building the integration directly, provided guidance on API patterns, data structures, and implementation approaches that aligned with how the service and marketing teams were actually using HubSpot — ensuring the integration the dev team built worked seamlessly with the workflows, automation, and reporting already in place. This enabled:
- Automated syncing of subscriber data between systems
- Triggered communications based on subscription events (billing, energy production updates, onboarding)
- Unified view of subscriber activity across both platforms
Ticket Categorization & Reporting
Implemented HubSpot pipeline rules requiring ticket categorization before closure — a simple but impactful change that immediately improved data quality. Built custom reports combining ticket metadata with email activity data, providing:
- Trend analysis on support request types
- Documentation trails for payment dispute resolution (a critical business need)
- Performance visibility across the customer service team
Designed a strategy for bulk-categorizing hundreds of historical uncategorized tickets using AI processing of ticket descriptions and email bodies, exported via custom HubSpot reports and re-imported with updated categories.
Technologies
Outcome
SunCentral's Customer Service team moved from manual, undocumented processes to a fully automated, trackable service operation. The custom integration with their proprietary platform created a closed loop between subscription management and customer communication. The ticket categorization improvements gave leadership visibility into support trends for the first time — and provided the documentation needed to handle payment disputes with evidence rather than guesswork.
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