Top support thanks to fully automated ticketing system

How can you save support employees who are drowning in a flood of customer inquiries? With a ticketing system from Freshdesk! digitize implemented a fully integrated ticketing system with a customer portal and telephone connection for a customer. The support team can now handle even the biggest wave of inquiries with ease!

The initial situation

As a long-established publishing house, our client has a very large customer base. However, a ticketing system for customer support did not yet exist. The processing of customer inquiries was organized via Outlook and took place by telephone and email. The customer approached digitize with the request to implement a fully integrated ticketing system with a customer portal and telephone connection.

Our goal

Before the start of the project, detailed discussions were held with the customer to assess the current status of support and discuss various options. The aim was to implement a fully integrated ticketing system with a customer portal and telephone connection to improve and increase the efficiency of customer support.

The implementation

Service portal

A Freshdesk service portal was created based on the company's CI/CD with seamless integration into the customer website in order to be able to make code changes more frequently and reliably. An extensive knowledge database for self-service was also set up to relieve the burden on service employees. Should a question still remain unanswered, a contact widget was created that guides customers to the right help pages or enables them to send a contact request to the helpdesk.

Ticket routing

The most important goals during implementation were the configuration of the support channels and the setup of ticket routing. Incoming requests are automatically assigned to a team member for further processing. Ticket routing was also provided with a telephony option. Specific tickets can also be processed automatically. Defined IP address ranges ensure high security standards when accessing the system. In a final step, a connection to the master data and sales systems was created. The team was introduced to the new systems in an intensive training course.

ERP connection

The existing contact data was consolidated in order to adapt it to Freshworks' specific requirements. The contact data from the customer's ERP system was then connected. The data is continuously synchronized and thus kept up to date. Both connections were implemented using an individual integration in SyncSpider.

Support channels

Customers now have four options for contacting the company. Firstly, a large knowledge database is available for self-service. Secondly, there is the option to contact the company personally by email, contact widget or telephone.

Freshdesk

The tools used at a glance

Freshdesk is a cloud-based customer support software used by companies of all sizes to ensure efficient and smooth customer service. The platform enables centralized management of customer inquiries from various communication channels such as email, phone, social media or websites. With features such as ticketing, automation, reporting and a knowledge base, Freshdesk helps companies provide excellent customer service. In addition, Freshdesk offers a customizable dashboard and integrations with a variety of other business tools, increasing process efficiency and productivity.

What our customers say:

The outlook

With the new ticketing system from Freshdesk, our customer is well equipped for the future. We look forward to making further improvements and optimizations to make customer support even more efficient.

Further case studies

Find out more about digitize's other projects by visiting our other case studies.