Hubcase

Hubcase is a software solution designed to streamline B2B collaboration and support case escalation among partners. According to the vendor, Hubcase caters to service providers, resellers, and value-added resellers (VARs) who require assistance from vendors or suppliers. It also serves organizations that rely on partners for product deployment or servicing, as well as companies with multiple in-house help desk solutions used by different departments.

Key Features

Automate B2B collaboration and escalation: According to the vendor, Hubcase simplifies the process of collaborating and escalating support cases among partners, automating the entire workflow. It allows hardware vendors to escalate a support case to a software partner with just one click, ensuring efficient communication and problem resolution. Software partners receive the escalated case automatically, eliminating the need for manual intervention.

Connect CRM systems: According to the vendor, Hubcase seamlessly integrates with popular native case management systems like NetSuite and Salesforce. Users can continue using their familiar interface while gaining access to additional B2B escalation functionality. Hubcase facilitates communication between partner systems through its Hubcase Exchange feature. Additionally, it offers a cloud-based Help Desk for organizations without a dedicated case management system.

Free Help Desk: Hubcase can be utilized as a ticketing solution both internally for employees and departments, as well as externally for customers and partners. According to the vendor, it efficiently manages cases, issues, incidents, and trouble tickets in both inbound and outbound directions. Businesses can set up multiple instances of the Help Desk for different subsidiaries or departments. Service providers can create a dedicated instance for each client, enabling them to easily escalate and resolve issues.

Automate issue escalation to partners and vendors: According to the vendor, Hubcase acts as a cloud-based "Post Office" for cases, allowing different case and ticketing systems to form a seamless "Support Chain." It functions as a reliable "FedEx" for B2B issues, tickets, cases, and work orders, ensuring swift and accurate dispatches and escalations to partner organizations. It also receives inbound dispatches and escalations from partner organizations, facilitating efficient collaboration and resolution.

Native NetSuite solution: Hubcase provides a native integration with NetSuite, allowing NetSuite customers to collaborate with partners who use different systems. According to the vendor, this integration enables users to send support cases to vendors, suppliers, or partners with just one click on the NetSuite Case form. Additionally, Hubcase automatically receives cases from customers, clients, or partners directly into the NetSuite account, ensuring seamless case management.

Native Salesforce solution: For Salesforce users, Hubcase offers a native integration that connects Salesforce instances to Hubcase Exchange. According to the vendor, this integration enables Salesforce customers to collaborate effortlessly with partners who use different systems. Users can easily send support cases to vendors, suppliers, or partners directly from the Salesforce Case form with just one click. Similarly, Hubcase automatically receives cases from customers, clients, or partners into the Salesforce account, streamlining the support process.