Case Study: Hot Topic Media achieves scalable, personalized customer support with Agiloft

Publisher Elevates Customer Experience for Brands

Hot Topic Media is a fast-growing publisher and content marketer in the personal-growth space that relies on one-on-one customer interactions across multiple branded business units. With a geographically dispersed support team, the company needed a flexible system to route, track and archive customer contacts, filter spam, personalize messaging, maintain consistent brand experiences, and scale quickly without adding headcount—after an unsuccessful Microsoft CRM deployment, they sought a more adaptable partner.

They implemented Agiloft’s hosted, Java-based platform, enabling branded interfaces per business unit, automated email routing and filtering, and a searchable library of canned responses that inject business-specific taglines and links. Rule-driven automation and easy-to-create reports sped response times, improved rep productivity, provided full audit trails, and delivered actionable marketing insights—allowing Hot Topic Media to launch new business units rapidly and improve customer engagement and conversion.

HotTopic Media

David Hlavac

Director of Operations