The challenge

At xential, customer communication comes in unstructured, through multiple channels. As a result, overview was lacking and there was no clear timeline of events and/or connections. In addition, processes were not streamlined and little data was collected about the nature and cause of the incoming reports. They were therefore looking for a platform to introduce structure and to improve and innovate the organization. In addition, they wanted to help customers more efficiently by giving them access to self-service and sharing relevant information when creating a ticket.

The solution

With Freshdesk, tickets are - immediately upon arrival - assigned to the correct group and priority. This is done based on the notification type and status of the customer. In this way, xential has a better overview of the workload and distribution. Selected customers also have access to the customer portal, of which the design is fully compliant with xential corporate branding. Here one can search the knowledge base for information, such as answers to support questions and manuals of the xential software. When creating a ticket, solutions are also proactively presented, based on keywords. At the same time, the customer is asked for information that helps xential answer the question even faster.