Name: Hubcase
Author: Hubcase

Customer Success Management Training

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Continuous Integration

Feature Management

Development

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

SaaS Spend Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Management

Cloud Storage

Configuration Management

Custom Software Development Services

Cybersecurity Consulting

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

LAN Switches

Managed Detection and Response (MDR)

Managed Public Cloud Infrastructure

Mobile Data Security

Network Behavior Analysis

Network Performance Monitoring

Sensitive Data Discovery

Service Desk Outsourcing

Software Composition Analysis (SCA)

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Market Research

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Point of Sale

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Service Edge (SSE)

Security

Banking

Church Management

Financial Services CRM

Geographic Information

Internet of Medical Things

Medical Office EMR & EHR

Mental Health

Online Voting

Revenue Cycle Management (RCM)

Vertical-Specific

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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.

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Hubcase

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

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Hubcase

Overview

What is Hubcase?