Case Study
Founded in 1817 in Hornberg in the Black Forest, Duravit AG is today a leading international manufacturer of designer bathrooms and is active in more than 130 countries worldwide. The complete bathroom supplier’s product portfolio comprises top quality sanitary ceramics, bathroom furniture, bathtubs and shower trays, wellness systems, shower-toilets, faucets, and accessories as well as installation systems. Alongside its inhouse design expertise, Duravit also works closely on product development with an international network of designers
challenges
A traditional call center, separated from the rest of customer care team.
Difficulty of sustaining the brand’s identity while interacting with the customers across different channels.
Lack of effective communication between customer care and operations teams
Key Highlights
Connected all their social media channels ( Adopted omnichannel communication appraoch)
Designed and implemented a unified chatbot for all social media channels in order to unify the customers’ experience.
Offered a digital cloud call center solution, in order to utilize the customer care workforce management and document all the customers’ inquiries on a single platform covering all their interactions.
Automated the internal workflows and SLA tracking, and oriented the relevant stakeholders by all the available dashboards and analytics capabilities.
Shopraha is a big startup in Kuwait and customer service ticketing system gave them a central location to manage all of their customer queries. All customer interactions, including email, phone, live chat, web forms, and social media related to a particular query, are managed in one spot.
challenges
A huge number of tickets through multiple channels ( Social media, email, call center)
A wide scope of work : ( inquiries, purchasing, delivery, and feedback & complaints)
Several internal/ interdepartmental flows and communications to cover: ( Customer care, Finance, HR, and Operations)
Key Highlights
163,000+ tickets in 2023 (to date)
9 agents covering 16 working hours/day
1500+ tickets /agent/month
Follow up on “Bad” rated tickets resulted in 60% “of bad to good ratings, reaching 86.5% overall satisfaction score.
E-commerce platform is integrated with their CX tool, auto updates the clients’ orders details, focusing on ordered items, total value, applied voucher codes ( if any), delivery status, and rescheduled delivery notifications, which boosted the average full resultion time.
9Round KSA is a franchise of the famous US based Kickboxing Fitness Centers and manages 40+ branches in Saudi Arabia. They are using Zendesk to manage customer issues, inquiries, and feedback, route them to the assigned department, and assure the resolution within a defined SLA. Social media Channels, and google reviews are their customers’ preferred channels to use.
challenges
Lack of proper customer profiling, specially if initiated their communication through different channels.
The importance of defining the priority of each ticket automatically upon submission, in order to achieve the timely response for serious issues such as injuries.
Staff orientation and training.
Key Highlights
Almost 50 % of tickets are coming fromInstagram
Used to solve 40 tickets/day without using a CX tool. This has increased to 92 tickets/day after implementing a CX tool! ( Instant result)
One touch tickets increased by 57% , 2 touch tickets by 14% , and AVG Full Resolution time decreased to be 2.8 hours.
Privacy and security Issues resolved.( Staff access control) Ticket Flow has become clearer,more flexible, and significantly faster.
Forecasting andWorkforcemanagement have been tremendously enhanced.
Vodafone Egypt has grown over the years to become the leading mobile operator in Egypt, not only in revenue share but also to become the number 1 mobile operator in Egypt with the largest customer base. Vodafone serves more than 46 million customers offering the most advanced technology for its customers.
challenges
Many B2B service contracts to cover with large enterprises in different sectors such as: Banking, Insurance, and Retail.
Automation of internal requests and routing them to the assigned departments.
Implementing and tracking multiple brands & SLAs within the same environment.
Key Highlights
Successfully utilized the usage of 5 different brands on their Zendesk instance covering all the mentioned challenges.
Setup of all needed SLAs and scheduled an auto report delivery for the corporate’s stakeholders via email.
Implemented tens of automations and triggers to achieve an efficient communication between the ticket requesters and assignees at every stage until resolution.
Delivered an information security compliant system, as per the international standards and the company’s internal policy.
Currently working on integrating a governmental portal with the company’s system - as being a leading ISP- , to manage high speed internet connection requests (Personal & Corporate requests).