The challenge

Every day, Sentimo receives hundreds of emails, phone calls and web forms, with questions and orders. With only one mailbox, everything was mixed up and the back office lacked overview and prioritization. As a result, employees could not be deployed effectively and efficiently where they were needed at the time. Moreover, the available data was not used to foresee shifts in workload and peak times. And there was no insight into who was working on which case and whether everyone communicated correctly and unambiguously. When a customer called, he was not recognized. It could even happen that a customer was helped by telephone by employee A, while at the same time employee B answered a previously received email.

The solution

With Freshdesk, incoming emails and web forms are instantly converted into a ticket and sent to the right group of employees. The integrated dashboards immediately visualize teams with peaks in work pressure and where extra forces are needed. By using default answers, it is possible to provide customers with information quickly and unambiguously. Sentimo's contact database is synchronized with Freshdesk on a daily basis. This means that the customer is immediately recognized when he gets in touch. With the Freshcaller integration, it is also instantly visible if a customer already has an open ticket when he calls.