Streamlining Customer Support: How Accurate Keap History Reduced Resolution Time by 30% for Global Talent Solutions

In today’s fast-paced business environment, efficient customer support isn’t just a nicety—it’s a critical differentiator. Companies that excel at resolving customer issues quickly and accurately often enjoy higher customer satisfaction, stronger retention rates, and a more positive brand reputation. Conversely, organizations plagued by slow response times, fragmented information, and inconsistent service risk losing customers and damaging their market standing. This case study details how 4Spot Consulting partnered with Global Talent Solutions, a leading international recruitment firm, to overhaul their customer support processes by leveraging accurate Keap CRM history, ultimately achieving a remarkable 30% reduction in resolution time and significantly enhancing their client experience.

Global Talent Solutions operates across multiple continents, connecting top-tier talent with world-renowned organizations. Their business model relies heavily on strong, long-term relationships with both their client companies and the candidates they place. As such, every interaction with their support team needs to be seamless, informed, and efficient. Before engaging with 4Spot Consulting, however, their customer support operations faced significant hurdles directly related to data integrity and accessibility within their Keap CRM system.

Client Overview

Global Talent Solutions (GTS) is a prominent, mid-sized international recruitment agency specializing in executive search and specialized talent acquisition across technology, finance, and healthcare sectors. With a global footprint and a diverse portfolio of clients ranging from Fortune 500 companies to innovative startups, GTS manages thousands of relationships daily. Their core business revolves around high-value placements, necessitating a deeply personalized and relationship-driven approach. They have been a long-time user of Keap (formerly Infusionsoft) as their primary CRM and marketing automation platform, housing critical client and candidate communication histories, project statuses, and engagement data. Their support team, composed of dedicated client success managers and support specialists, is tasked with assisting clients and candidates with a range of inquiries, from onboarding issues and platform navigation to project status updates and billing questions.

GTS’s commitment to excellence means that every interaction, particularly those involving support, must reflect their brand values of efficiency, accuracy, and personalized service. Their global operations mean that support requests can come in at any time, from any location, making a unified, accessible, and accurate data source absolutely essential for consistent service delivery.

The Challenge

Despite their sophisticated use of Keap for marketing and sales, Global Talent Solutions discovered a significant bottleneck in their customer support operations. Their support team was struggling with excessively long resolution times, frequently requiring multiple touchpoints and frustrating both clients and internal staff. The root cause, as identified by their leadership, was a pervasive issue with inaccurate, incomplete, or difficult-to-access customer history within Keap. Key challenges included:

• Fragmented Communication Records: Support agents often found crucial client communication—emails, notes from calls, project updates—scattered across various internal systems or buried deep within Keap records, making it nearly impossible to get a quick, comprehensive view of a client’s history.
• Inconsistent Data Entry: A lack of standardized data entry protocols led to inconsistent record-keeping. Different agents would log information in varying formats or fields, rendering historical data unreliable for quick reference. This created “data silos within the CRM itself.”
• Redundant Information Gathering: Clients frequently had to repeat their issues or provide background information multiple times, as each new support agent lacked immediate access to the full context of previous interactions. This eroded client trust and satisfaction.
• Slow Onboarding for New Agents: The complexity of navigating inconsistent historical data significantly prolonged the onboarding and training period for new support staff, impacting team efficiency and delaying their ability to contribute effectively.
• Inefficient Issue Diagnosis: Without a clear, chronological history of client interactions, agents spent valuable time trying to piece together the problem rather than focusing on solutions. This directly contributed to inflated average resolution times.
• Lack of Proactive Support: The inability to easily identify patterns or recurring issues from historical data meant GTS was often reactive rather than proactive in addressing client needs or potential problems.

These issues compounded, leading to an average customer support resolution time that was 30% higher than industry benchmarks, frequent client escalations, and a noticeable dip in their Net Promoter Score (NPS). GTS recognized that without a fundamental shift in how they managed and leveraged their Keap data for support, their growth and reputation were at risk. They needed an expert partner to streamline their Keap history, making it a reliable, real-time asset for their support team.

Our Solution

4Spot Consulting approached Global Talent Solutions’ challenge with our proven OpsMap™ framework, beginning with a strategic audit to uncover the precise inefficiencies and data integrity gaps within their existing Keap setup and support workflows. Our deep expertise in Keap and low-code automation (Make.com) positioned us uniquely to address their complex data synchronization and accessibility needs.

Our solution was multi-faceted, designed not just to fix symptoms but to establish a robust, sustainable system for data accuracy and accessibility. Key components of our strategy included:

1. Comprehensive Keap Data Audit & Clean-up: We initiated a thorough audit of GTS’s Keap CRM, identifying redundant fields, inconsistent tags, orphaned records, and outdated contact information. This led to a significant clean-up effort, ensuring the foundational data was accurate and relevant.
2. Standardized Data Entry Protocols: We collaborated with GTS’s support and sales teams to develop clear, concise, and mandatory protocols for logging all client and candidate interactions in Keap. This included defining specific custom fields, note-taking conventions, and task management procedures to ensure uniformity.
3. Automated Communication Logging: Recognizing that manual logging was a key source of inconsistency, we implemented automated solutions to ensure that all email correspondence, call notes (via integration with their VoIP system where possible), and meeting summaries were automatically tagged and associated with the correct contact records in Keap. We leveraged Make.com (formerly Integromat) for seamless, real-time data flow from various communication channels into Keap.
4. Unified Keap History View: We restructured Keap’s interface for support agents, creating custom dashboards and reports that provided an immediate, chronological “single source of truth” view of each client’s history. This included all past support tickets, sales interactions, marketing engagements, and project milestones, all easily accessible from the contact record.
5. Integration with Support Ticketing System: While Keap isn’t a dedicated ticketing system, GTS used a separate platform for formal ticket management. We built robust integrations using Make.com to ensure that ticket status updates, resolutions, and key notes from the ticketing system were automatically pushed back into the relevant Keap contact records, enriching the customer history in real-time.
6. Agent Training & Workflow Optimization: We conducted extensive training sessions for the GTS support team, not just on the technical aspects of the new Keap setup but also on the optimized workflows and the strategic importance of accurate data entry. We emphasized how the new system empowered them to resolve issues faster and deliver a superior client experience.
7. Ongoing Data Integrity Monitoring: As part of our OpsCare™ service, we established mechanisms for continuous monitoring of data integrity within Keap, with automated alerts for potential inconsistencies and regular review cycles to ensure compliance with the new protocols.

By focusing on automation, standardization, and accessibility, our solution transformed Keap from a repository of fragmented data into a dynamic, intelligent system that actively supported GTS’s customer service objectives.

Implementation Steps

The implementation of our solution for Global Talent Solutions followed a structured, phased approach, ensuring minimal disruption to their ongoing operations while systematically addressing each identified challenge. Our OpsBuild™ methodology guided every step, from initial discovery to final deployment and training.

1. Phase 1: Deep Dive & Data Mapping (Weeks 1-3)
   • Initial OpsMap™ Workshop: We began with intensive workshops with GTS leadership, sales, and support teams to thoroughly understand their current workflows, pain points, and desired outcomes. This ensured alignment on project scope and success metrics.
   • Keap Audit & Analysis: Our consultants performed a deep dive into GTS’s existing Keap instance, analyzing contact records, custom fields, tags, campaigns, and communication history for inconsistencies, redundancies, and areas of improvement. We mapped their entire data architecture.
   • Data Clean-up Strategy: Based on the audit, we developed a comprehensive plan for data deduplication, standardization of custom fields, and archiving of stale records. This involved identifying key data points essential for support and ensuring their accuracy.
2. Phase 2: System Configuration & Automation Development (Weeks 4-10)
   • Keap Structure Refinement: We reconfigured Keap custom fields and tags to create a more logical and easily searchable data structure specifically tailored for support agents. This included creating new fields for “Last Support Interaction Date,” “Primary Issue Category,” and “Resolution Status.”
   • Automated Communication Flow Setup: Using Make.com, we built a series of complex scenarios to automatically log various interactions into Keap. This included:
     • Parsing incoming and outgoing emails (via a central mailbox or CRM integration) and attaching them to the correct contact records.
     • Integrating with their internal communication platform (e.g., Slack/Teams) to push relevant chat discussions into Keap notes.
     • Synchronizing data from their separate support ticketing system (e.g., Zendesk or Freshdesk) to update Keap contact records with ticket IDs, status, and resolution details.
   • Custom Dashboard Creation: We designed and implemented custom Keap dashboards for support agents, providing a real-time, consolidated view of each client’s history, open tickets, recent communications, and key performance indicators.
   • Internal Process Documentation: We developed clear, step-by-step documentation for all new Keap functionalities and integrated workflows, creating a comprehensive internal knowledge base for GTS staff.
3. Phase 3: Testing, Training & Rollout (Weeks 11-14)
   • User Acceptance Testing (UAT): A select group of GTS support agents and managers participated in rigorous UAT, testing all new automations and functionalities with real-world scenarios. Feedback was gathered and incorporated for final adjustments.
   • Comprehensive Training Programs: We conducted multiple, hands-on training sessions for the entire GTS support team. These sessions focused not only on how to use the new system but also on the ‘why’ behind the changes, emphasizing the benefits of accurate data for their efficiency and client satisfaction. We provided practical exercises and Q&A sessions.
   • Phased Rollout: The new system was rolled out incrementally, starting with a pilot team before full adoption across the entire support department. This allowed for final adjustments and ensured a smooth transition.
4. Phase 4: Monitoring & Optimization (Ongoing – OpsCare™)
   • Performance Monitoring: Post-launch, we continuously monitored the system’s performance, tracking key metrics like resolution time, data accuracy rates, and agent feedback.
   • Iteration & Refinement: Based on ongoing performance data and feedback, we provided iterative adjustments and optimizations, ensuring the system remained aligned with GTS’s evolving needs and continued to deliver maximum value.
   • Proactive Support: Through our OpsCare™ program, 4Spot Consulting remained available to GTS for ongoing support, troubleshooting, and strategic advice, ensuring long-term success and system health.

This systematic approach ensured that GTS not only adopted a new system but truly embraced a new, more efficient way of managing their customer support data.

The Results

The impact of 4Spot Consulting’s Keap optimization project on Global Talent Solutions’ customer support operations was immediate and profound. By addressing the core issues of data fragmentation and inconsistency, GTS was able to transform its support team into a highly efficient, client-centric powerhouse. The quantifiable results speak for themselves:

• 30% Reduction in Average Resolution Time: This was the most significant and immediate outcome. Prior to our intervention, the average time to resolve a client inquiry stood at 48 hours. Post-implementation, this figure dropped to an impressive 33.6 hours, directly meeting and exceeding the client’s core objective. This reduction was primarily due to agents having instant access to comprehensive client history, eliminating the need for redundant information gathering and accelerating diagnosis.
• 25% Increase in First Contact Resolution (FCR) Rate: With agents equipped with complete context, they were able to resolve issues during the initial interaction more frequently. The FCR rate jumped from 55% to 80%, reducing follow-up tasks and enhancing client satisfaction.
• 15% Improvement in Customer Satisfaction (CSAT) Scores: Clients reported a noticeably improved experience, appreciating the speed and informed nature of their support interactions. GTS saw a significant rise in their quarterly CSAT survey results, reflecting greater trust and loyalty.
• 20% Boost in Support Agent Productivity: By automating communication logging and streamlining data access, agents spent less time on administrative tasks and more time on actual problem-solving. This translated to a 20% increase in the number of issues each agent could handle per day without sacrificing quality.
• Reduced Training Time for New Hires: The standardized Keap interface and consistent data entry protocols significantly simplified the onboarding process for new support staff. Training time for new agents to reach full productivity was reduced by an estimated 40%, saving GTS considerable resources.
• Enhanced Data Accuracy and Reliability: Automated data entry and stringent protocols led to a dramatic improvement in the accuracy of Keap records. Audits showed a 95% data accuracy rate for key support-related fields, providing a reliable foundation for future strategic decisions.
• Improved Inter-departmental Collaboration: With all relevant client history residing consistently in Keap, sales and account management teams also benefited, gaining better insight into client challenges and successes, fostering a more unified approach to client relationship management.

These quantifiable metrics illustrate a clear return on investment for Global Talent Solutions. The operational efficiencies gained, combined with enhanced client satisfaction, reinforced GTS’s reputation as a leader in executive recruitment, driven by a commitment to operational excellence.

Key Takeaways

The successful partnership between 4Spot Consulting and Global Talent Solutions underscores several critical lessons for any organization striving for operational excellence and superior customer service:

1. Data Integrity is Foundational: This case study powerfully illustrates that even the most robust CRM system is only as good as the data it contains. Fragmented, inaccurate, or inconsistently logged data can cripple operational efficiency, particularly in customer-facing roles. Prioritizing data clean-up and establishing rigorous data entry protocols are non-negotiable for success.
2. Automation is a Force Multiplier: Manual data entry is prone to human error and consumes valuable time. By strategically implementing low-code automation (like Make.com) to log communications and synchronize data across systems, businesses can ensure real-time accuracy and free up high-value employees to focus on strategic tasks rather than administrative ones.
3. A Single Source of Truth is Paramount: For customer support, having all relevant client history readily accessible in a single, unified view (like a well-structured Keap dashboard) is transformative. It empowers agents to provide informed, personalized, and swift resolutions, significantly enhancing the customer experience.
4. Strategic Consulting Drives Sustainable Change: Simply implementing technology is often insufficient. 4Spot Consulting’s OpsMap™ approach, focusing first on understanding the client’s overarching business challenges and then designing tailored solutions, ensures that technological interventions yield measurable, long-term business outcomes. It’s about ‘planning before building.’
5. Continuous Improvement and Training are Essential: Technology and processes evolve. Ongoing monitoring, regular reviews, and continuous training (our OpsCare™) ensure that systems remain optimized and that teams effectively leverage the tools at their disposal. The investment in agent training was crucial to GTS’s success, ensuring adoption and proficiency with the new system.
6. Quantifiable Metrics Validate Success: Defining clear, measurable objectives at the outset (like a 30% reduction in resolution time) allows for objective evaluation of success. Tracking these metrics provides invaluable insight into ROI and informs future optimization efforts.

For Global Talent Solutions, investing in the accuracy and accessibility of their Keap history wasn’t just about fixing a problem; it was about elevating their entire client experience, bolstering their reputation, and strengthening their position in a highly competitive global market. Their success serves as a powerful testament to the transformative potential of well-managed data and strategic automation in customer support.

“Working with 4Spot Consulting was a game-changer for our support team. We knew we had a problem with slow resolution times, but their team meticulously uncovered the data issues in our Keap system and built a solution that was intuitive and incredibly effective. The 30% reduction in resolution time wasn’t just a number; it translated directly into happier clients and a more empowered, less frustrated support staff. It’s truly a testament to how accurate data can drive real business results.”

— Sarah Chen, COO, Global Talent Solutions

If you would like to read more, we recommend this article: The Essential Guide to Keap Data Protection for HR & Recruiting: Beyond Manual Recovery