- Platform as a Service (PaaS) - Application Development Platforms
- Sensors - Chemical Sensors
- Chemicals
- Retail
- Sales & Marketing
- Track & Trace of Assets
- System Integration
Diversey is a global hygiene company that develops and delivers innovative products, services, and technologies that save lives and protect the environment. They’re market leaders in providing hygiene, infection prevention, and cleaning solutions. With a broad history of 95 years, the brand has become synonymous with a fully integrated suite of solutions that combine patented chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis. They serve more than 85,000 customers globally with a significant presence in 80 countries and networks of 8500+ employees globally. Their customers span the Hospitality, Retail, BSC, Foodservice, and other notable industries. They manufacture and supply partners with chemical products for their business (B2B), offer applications to improve their work.
Diversey, a global hygiene company, was facing significant challenges with its customer support system. The team was using email and email groups to interact with both their customers and employees, which led to a loss of context, confusing threads, and difficulty in establishing who was working on which query. This lack of organization and accountability often resulted in teammates working on the same query. The customer support team was dealing with clogged up inboxes due to high volumes of mail and phone calls, repetitive tasks due to the lack of automations, a lack of customer history, zero transparency into customer queries, and loss of context and customer queries. There was no portal for customer/agent interaction, making it impossible to route queries/problems to the right person, and ticket resolution times were long. The quality and effectiveness of their service were being affected by unanswered emails/calls/chats, delayed responses, and a lack of reporting.
Diversey turned to Freshdesk to overcome these challenges. Freshdesk was deployed across multiple teams to monitor internal and external customer queries in global scenarios. The ability to monitor tickets and their lifecycles added much-needed transparency to how teams perform. Using a single platform to manage support as well as sales scenarios made room for a seamless experience across the office. Diversey also deployed a system for manually accepting applications by email for customers and partners who still use it as a way of communicating with the brand. Now emails turn into tickets directly on Freshdesk, which is a welcome move for those who find it difficult to navigate a ticketing system. The team handles 150+ tickets per month on average, and the volume of tickets significantly dropped after switching to Freshdesk. They were now able to analyze tickets and solve several issues in one go, globally. Everything transformed into a much more peaceful and streamlined operation.
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