g-company | Part of 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.
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. And there was no insight into who was working on which case and whether everyone communicated directly 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.
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.