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Customer Story

Sentimo Streamlines  Customer Service with Freshdesk

Sentimo streamlined the back office to enhance customer service and to better forecast shifts in workload with Freshdesk

Related services
Freshworks, Freshdesk

Industry
Retail

Company
Xebia

Sentimo makes high-quality radiator covers that are suitable for almost all horizontal radiators. As a subsidiary of a large Dutch metalworking company, they guarantee a stable market position and only offer products that are manufactured in the Netherlands.
Why
To enhance cumbersome, time-consuming customer service
What
To create structure and overview for the back office
How
By implementing Freshdesk to handle customer requests

Lack of Overview

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. Also, there was no insight into who was working on which case and whether everyone communicated directly and unambiguously. When a customer called, she/he was not recognized. It could even happen that employee A answered a phone call, where employee B answered a previously received email.
“We have professionalized our back office with Freshworks and Xebia. As a result, we have more control and insight into what is happening and can therefore serve our customers better and faster.”
Sentimo logo
Moniek Raben Coordinator Inside Sales Sentimo

Streamlining Customer Communication

All customer communication is received in one place, in a clear and orderly manner. By consulting the dashboards on a daily basis, one can deploy the forces where necessary. Peak times can also be predicted with the help of data and insight is gained into what customers are reaching out for. The back office now communicates more professionally and unambiguously and saves a lot of time and hassle.

Expanding to Other Markets

Sentimo is growing and Freshdesk grows with them! All communication for the Belgian and Danish market will soon also be processed through Freshdesk.

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