Case Study: SpotOn Marketing achieves scalable, personalized customer support with Help Scout

SpotOn Marketing - Customer Case Study

SpotOn Marketing, led by CEO Simon Salomonsson, faced the classic scaling challenge: how to formalize customer support for 500+ local-business clients as the team grew from 3 to 30 without losing personalized service. To replace an unwieldy shared inbox that caused transparency gaps and duplicate work, SpotOn turned to Help Scout (Standard plan), implementing a setup of 3 mailboxes and 27 users.

Help Scout gave SpotOn visibility and collaboration tools—shared mailboxes, internal @mentions, tags, workflows, Traffic Cop and Slack integration—so the team was trained and up-and-running within a week and could scale without sacrificing the human touch. The new system improved transparency for coaching and operations (CEOs can track resolution times and individual responder metrics), eliminated duplicate replies, and streamlined handling of hundreds of conversations while maintaining personalized customer service.

SpotOn Marketing

Simon Salomonsson

CEO