Accès rapide :
Discover Synolia’s comprehensive platform of services and solutions to help you deliver the best experience to your customers, users and employees.
See more
Flexible, customizable and high-performance, the solutions we’ve selected can be adapted to your needs to support your digitalization strategy.
Tut Tut is reinventing local delivery with a crowdshipping solution built by and for individuals. Founded in 2021 by Vincent Chabbert, the platform instantly connects retailers and their customers with trusted community couriers. The service is innovative and growing exponentially. To streamline its operations and support its growth ambitions, Tut Tut wanted to bring its scattered digital tools together on a single platform. Synolia, a CRM agency, guided this move to HubSpot to turn technology challenges into real performance drivers.
In just five years, Tut Tut has become a key player in last-mile delivery. By connecting major retailers (Carrefour, Leroy Merlin, Alinéa…) with a community of individual couriers, the startup grew its revenue from a few thousand euros to more than a million a month. But this success comes with growing operational complexity.
Until then, the company managed its interactions through a stack of siloed tools: Sellsy for sales, Intercom for chat, Brevo for marketing and Outlook for email. This fragmentation hurt the fluidity of the customer experience, and the history of exchanges was hard to piece together. To keep up its momentum without growing headcount out of proportion, Tut Tut had to centralize its data and processes.
“Even though we were focused on customer service at the start of the project, we had to plan for 360 use across the whole company. We needed a solution that worked for different teams, so we would not multiply tools internally.”
The client brief: unite and conquer
When Tut Tut first met CRM agency Synolia, its goal was clear: deploy a single platform covering the entire customer lifecycle, from support through sales to marketing. The main expectations included:
Our approach was to design a progressive rollout roadmap, prioritizing a stable data model before extending functionality.
We started with an in-depth assessment combining business and technical workshops to understand the specifics of Tut Tut’s business. Managing 450,000 contacts and massive delivery flows required precise mapping. Using monday.com to steer the project, we kept the schedule and business rules fully transparent, which limited communication friction.
The first phase focused on transforming customer service. By integrating multiple channels into the support center (shared inbox, phone and chatbot) and replacing isolated email and call flows with a centralized ticketing system in HubSpot, every agent now has the user’s full context. We added a shared knowledge base that helps end customers find answers on their own and makes internal teams more efficient.
To make the company easier to reach by phone, we recommended and integrated Aircall. The HubSpot connection automatically brings up customer records during calls and provides unified reporting. This synergy gives managers unprecedented visibility into request volumes and handling quality.
Once support was stable, we began bringing in the sales and marketing teams. This step-by-step rollout ensures smooth adoption of the tool, with interfaces tailored to each team’s specific needs without cluttering the work environment.
“It is important to involve the people on your team in a CRM integration, so the build and the processes are shaped collaboratively and people feel ownership of their tool. But for me, the best advice is to work with a CRM integrator like Synolia.”
Cécile Chabbert, Chief Operating Officer at Tut Tut, and Antoine Michel, HubSpot consultant at Synolia, at the CX Masterclass with HubSpot and Aircall on April 2, 2026 in Paris
Just three months after the project kicked off, the impact is already measurable. Tut Tut absorbed 40% more incoming requests without adding support staff. On day one of go-live, 600 tickets were handled successfully.
“You should always try to simplify. A company that keeps adding tools inevitably makes its processes more complex. For us, this was precisely the chance to restructure everything and keep it simple so the tool would be adopted.”
Want to learn more about HubSpot CRM? Contact us!
Discover the case study Lafreto Outdoor (Lunettesdesoleil.fr): a mobile-first e-commerce replatforming powered by Adobe Commerce and Hyvä
Discover the case study Avidsen secures its e-commerce ambitions with a strategic e-commerce consulting engagement
Discover the case study Forécreu: centralizing global customer data and structuring growth with HubSpot
