Post-Install Customer Journey |
CX Optimization

During a big migration of Thrasher’s automated messaging into HubSpot, I identified a major gap in the customer post-install experience: once a project was completed, customers received zero communication.

No “Thank you for working with us.” No review requests. Nothing.

This lack of closure was creating confusion and a huge miss to keep customers engaged with our brand. But more importantly, it wasn’t providing customers with a channel to communicate with Thrasher about their project, which resulted in many negative reviews.

Rather than treating reviews as the problem, I focused on fixing the experience that caused them.

I led the strategy to build a post-install journey inside HubSpot. This included defining the messaging, cadence, and content to create a smooth closeout.

The challenge:

• Coordinating marketing strategy with technical system requirements

• Aligning multiple teams on ownership, timing, and success metrics

• Designing a journey that worked across different service types and customer scenarios

What we built:

• A structured post-install communication flow that:

  • Reinforced the work completed and value delivered

  • Set clear expectations for next steps, warranties, and ongoing support

  • Created a natural, appropriate moment to request feedback & plugged referral programs

• Messaging designed to feel helpful and human, not automated or transactional

• Increased the number of five-star reviews by 124% in four months