Case Study: Santa Cruz Bicycles achieves scalable customer happiness and faster support with HubSpot Service Hub

How Santa Cruz Bicycles Uses Service Hub to Scale Customer Happiness as They Grow

Santa Cruz Bicycles, a maker of high-performance off-road bikes, faced a customer-service crunch as rapid growth overwhelmed a small support team. Premium customers and retailers expect high-touch support, but inquiries were coming through a single inbox and scattered channels, making it hard to respond quickly, collect product-issue data, or report trends to management.

By adopting HubSpot Service Hub—routing emails through Conversations, using website forms to generate tickets, and centralizing records—the team created an organized, collaborative help-desk system. The result: quicker, more complete responses; clearer cross-team visibility; actionable reporting that guides product and staffing decisions; faster onboarding of new hires; and the capacity to introduce self-service options without sacrificing personalized support.

Santa Cruz

Kyle Harder

Rider Support Lead