Our Work
Overview
JOST designs and manufactures fifth wheels, landing gear, kingpins, turntables, hydraulic cylinders, and aerodynamic devices for road transportation, operating manufacturing plants and distribution centers across North America (U.S. & Canada).
JOST International, JOST Ag (known in the market as Quicke), and Hyva are three of JOST’s North American business units, all running on a single HubSpot Enterprise Customer Platform.
Evenbound has worked with JOST for years, starting with a website implementation, growth marketing retainer, and Sales Hub build for JOST International. This engagement extended that partnership into a new part of the business: customer service.
JOST Ag wanted to bring their service operation into HubSpot for the first time. Before this project, Service Hub wasn’t being used for JOST Ag or Hyva. Everything ran through spreadsheets, phone calls, and email threads.
Evenbound started with how JOST Ag’s service team needed to work (return authorizations, complaints, and the sales calls their service reps were fielding) then built the Service Hub architecture, workspace, and reporting to match. The same foundation was then duplicated for Hyva.
-
Industry: Motor Vehicle Manufacturing
-
Location: Grand Haven, Michigan
-
Size: 500-1,000 employees (North America) | 3 brands
3 Ticketing Pipelines + Related Automations
Built From Scratch
2 Custom Dashboards
Backed by 4-6 Reports Each
2 Training Sessions
For Customer Success Team and Management
The Challenge
JOST Ag needed a service operation that could keep up with a growing customer base, but didn’t have a system built to support it.
No HubSpot Footprint for Service: JOST Ag wasn't using HubSpot for service inquiries (or for much of anything else).
“Excel Hell”: Return goods and complaints were tracked manually across spreadsheets, with phone calls and emails logged by hand.
No Visibility Across the Team: The team had no consistent way to see what had been done, what still needed attention, or the status of a given case beyond digging through an email thread, if they were lucky.
Service Reps Doing Double Duty: The customer service team was also fielding sales calls (pricing questions, bulk order requests) with no process to route or track that work either.
A Second Brand Waiting in the Wings: Hyva needed the same setup as JOST Ag, without a dedicated team ready to adopt it immediately.
HubSpot Tools We Used
Enterprise Customer Platform
The Solution
Evenbound scoped the service workflow (how a ticket should move from intake to resolution, and where sales inquiries needed to split off) before building anything in HubSpot. From there, the system was built around JOST Ag’s five-person team, trained with them from day one, and then duplicated for Hyva.
Two Purpose-Built Ticketing Pipelines: Return Goods Authorization (RGA) and General Issues & Complaints — each built to match how JOST Ag categorizes incoming service work.
Help Desk & Customer Success Workspace: Stood up HubSpot's Help Desk and a dedicated customer success workspace as the team's day-to-day home for managing tickets.
Deal Pipeline for Sales-in-Disguise: Built a lightweight deal pipeline so the service team could properly track and act on the sales inquiries that were coming through their phone lines.
Automation Where It Reduces Manual Work: Five workflows covering feedback survey follow-ups, guided handoff logic for the AI customer agent, and automated ticket routing and assignment by channel and issue type.
Custom Views for Team Visibility: Three custom Help Desk views for JOST Ag and two for Hyva, organized by ticket channel, so reps can see what's in front of them without digging.
Reporting Built for Both the Team and Leadership: Two custom dashboards (one for the service team, one for the service manager) backed by 4-6 custom reports each.
Feedback Loop, Automated: Two feedback surveys with automated follow-up sequences tied to negative responses.
Trained the Team That Runs It: Delivered two training sessions (an overview and a deeper working session) for seven people across JOST Ag's customer success team and management.
A Training Hub That Outlasts the Project: Built a HubSpot Training Dashboard housing full training recordings, implementation documentation, and a set of short how-to videos personalized to JOST Ag's specific workflows — a resource the team can go back to and hand to every new hire going forward.
The Results
Service Hub, Live for the First Time: JOST Ag went from zero HubSpot service usage to three fully built ticketing pipelines handling RGA, and complaints.
One Team, Full Visibility: The five-person service team now works from shared views and dashboards instead of piecing together status updates from email threads.
A Second Brand, Already Set Up: The same Service Hub architecture was duplicated for Hyva, giving JOST a consistent foundation to activate when that team is ready to adopt it.
A Training System Built to Last: The HubSpot Training Dashboard means onboarding a new service rep no longer depends on someone else's tribal knowledge.
Delivered in 3 Months: Scoped and built from May to July, with training sessions completed at the end of July.
A Foundation for What's Next: JOST is evaluating a custom integration between their 3CX phone system and Help Desk, along with fully connecting email inboxes to automate ticket routing end to end.
