- Application Infrastructure & Middleware - Data Exchange & Integration
- Infrastructure as a Service (IaaS) - Cloud Databases
- Equipment & Machinery
- Sales & Marketing
- Leasing Finance Automation
- Material Handling Automation
- System Integration
Medius is a leading global provider of cloud-based spend management solutions based in Sweden. Their mission is to help companies achieve higher cost efficiency and savings through a suite of solutions, including automated accounts payable and supplier management tools. Founded in 2001, the company now has over 4000 customers worldwide and 500,000 unique users. One of Medius' applications is MediusGo, a cloud-based tool that automates the accounts payable process. MediusGo aims to equip its customers with the knowledge and tools they need to solve their own issues, reducing the need for regular contact.
MediusGo, a cloud-based tool developed by Swedish software company Medius, was facing a significant challenge in managing a high volume of customer support tickets. The company was initially using Desk.com from Salesforce as their customer service solution. However, the solution was soon retired, and MediusGo needed to explore alternatives. The company evaluated several solutions, including Salesforce Lightning, Zendesk, Kayako, and Freshdesk. The primary goal was to find a solution that would allow them to be self-sufficient and not rely on consultants for every move. They also wanted to improve the adoption of self-service among their customers to reduce the number of support tickets. The company receives a large volume of support tickets every month, and they wanted to equip their customers with the knowledge and tools they needed to solve their own issues, reducing the need for regular contact.
MediusGo chose Freshdesk as their customer service provider due to its superior ease of use and extensive automation capabilities. Freshdesk's automation capabilities were critical in MediusGo's mission to achieve higher self-service adoption rates among its customers. MediusGo integrated a support button in their system, which is connected to Freshdesk through an API. When a customer clicks this button, a ticket is generated on Freshdesk with information on where the customer is within the system and other necessary details. This reduces the effort required by a customer to raise a ticket. The team also analyzes ticket data to detect recurring patterns in the words or phrases used. Based on these patterns, they create automated functions that can identify the issue whenever it is raised and provide customers with a solution accordingly. MediusGo is also planning to launch a new version of its app that will include Freshchat as an option for customers to reach support.
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