Case Study: Dake Corporation achieves 87% customer satisfaction with HubSpot

How Dake Corp, a Century-Old Company Delivers 21st Century Customer Service

Dake, a 120-year-old manufacturer of durable metalworking tools, struggled to deliver consistent, high-quality customer service because its team relied on phones, Outlook, and sticky notes with no shared inbox, ticketing, or reporting. Customer history was hard to access, managers lacked visibility into team activity, and the company couldn’t quantify workload or justify additional headcount.

By adopting HubSpot Service Hub, Dake consolidated email, started ticketing and call logging, added automation, and used CRM-based reporting and CSAT surveys to track and improve service. The new system sped up quotes and resolutions, provided management visibility, supported a new hire, and lifted customer satisfaction from 74% to 87%.

Dake Corporation

Ellyse Lazarock

Customer Service Supervisor