Siavash Zahir / Project studio

SERVICE HUB / BREEZE / CRM ARCHITECTURE

Enveseur support operation

Designed and delivered a multi-brand, multilingual HubSpot support operation with staffed-hours coverage, after-hours AI support and technical escalation.

3 brands

One connected support operation

2 languages and 10 country branches

1,200

Monthly conversations

Across the support operation

77%

Faster first human response

Median response: 4 hours to 55 minutes

THE PROCESS AT A GLANCE

Clear context.
A responsible next step.

A high-level view of the process. It presents the architecture without publishing private configuration, records or operational rules.

  1. 01

    Receive

    Bring the customer conversation into the support process.

  2. 02

    Understand

    Use the relevant brand, language and customer context.

  3. 03

    Assign

    Route to staffed support or the after-hours AI agent.

  4. 04

    Escalate

    Hand technical issues to the appropriate team.

WHAT I BUILT

Designed around
the handoff.

Service Hub Help Desk, Breeze Customer Agent, knowledge sources, multilingual routing, BPO coverage and dedicated Slack escalations.

The architecture preserves Company ownership while making conversation responsibility and escalation explicit. This page is a case-study visual, not a replica of the client portal.