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Quick Hits
Challenge: Manual warranty requests strained ICON EV’s resources.
- Solution: FMK Agency built a fully automated service stack that seamlessly managed requests across five warehouses, enhancing efficiency and tracking.
Challenge: An outdated brand identity diluted ICON EV’s market presence.
- Solution: A comprehensive branding overhaul unified the parent brand with its sub-brands, creating a cohesive, modern identity.
Challenge: ICON EV’s evolving needs required agile, innovative solutions.
- Solution: FMK Agency’s proactive partnership enabled real-time adaptability and sustained growth.
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Operational Inefficiencies
Operational Inefficiencies
- Manual processes, from warranty ticket management to vehicle registration, caused delays and resource strains across the board.
- Cost visibility was limited, impacting financial tracking.
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Dealer Support Gaps
Dealer Support Gaps
- Dealers lacked centralized access to critical support materials, hindering customer satisfaction.
- There was no clear method to view and track updates for ongoing support issues, leading to frustration for all parties involved.
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Brand Fragmentation
Brand Fragmentation
- Sub-brands such as EPIC Carts and Cruise Car diluted overall market recognition.
- An outdated online presence reduced the brand’s competitive edge.
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Evolving Business Needs
Evolving Business Needs
- ICON’s growth demanded immediate and scalable solutions to maintain market leadership.
- Multiple internal teams with competing priorities created a need for stronger project management and request routing.
Custom Service Stack Development
- Built an automated service infrastructure using HubSpot Service Hub Enterprise.
- Connected forms to automated workflows for ticket creation, assignment, and tracking.
- Integrated cost tracking for labor and parts within the ticket resolution process.
- Migrated and automated vehicle registration, including integration into the warranty resolution process.
Dealer Enablement
- Designed a branded, user-friendly Dealer Portal within HubSpot.
- Centralized access to data sheets, troubleshooting guides, and support photography.
- Designed and integrated a custom Ticket Center for direct communication between the dealer and the ICON EV service team.
Hubspot Enterprise Onboarding
- Implemented HubSpot Sales, Marketing, and Service Hubs to create a unified platform across ICON EV’s multi-state operations.
- Conducted in-depth onboarding sessions for teams across various warehouses and states to ensure adoption and efficiency.
- Customized HubSpot tools for ICON’s unique needs, including advanced reporting dashboards, automated communication workflows, and integration with third-party systems.
Brand Overhaul
- Unified ICON EV’s brand identity across its sub-brands.
- Redesigned websites for ICON and its sub-brands, emphasizing a cohesive market presence.
Digital Transformation
- Enhanced ICON’s online presence with targeted advertising strategies.
- Leveraged Marketing Hub for audience research and precision campaigns.
Ongoing Adaptability
- Fully integrated into ICON’s systems to address emerging needs efficiently.
- Maintained agility as their Agency of Record, providing continuous innovation and strategic guidance.
