When you’re first starting out in business, a shared email inbox is a quick and easy way to get customer support up and running. But as your company grows and you add more people to the customer support process, keeping things organized can be a bit chaotic. For Rotobec, a family-owned company that manufactures tools for heavy equipment, rapid international growth was the tipping point for them to invest in a customer support solution. Read on to learn why Rotobec swapped its shared email inbox for Desk.com to scale their customer service experience.
One source of customer history
Previously, customer service at Rotobec was done entirely through Outlook and email. But as the company expanded support to thousands of dealers in 35 countries, managing support cases and maintaining a history around those interactions became a challenge for the 10-person team. “There was no management or customer history with Outlook; it was based on people’s memory and word of mouth,” said Jesse Roy, Rotobec’s Director of Service. After switching to Desk.com, Rotobec has a single place to build and store customer support histories. “Visibility and accountability have been huge,” adds Roy. “Things used to get lost or forgotten; now we can see where the issues are and where we need to improve.” And by integrating Desk.com with Salesforce, Rotobec has a single view of the customer across both their sales and service team.
Flexibility without breaking the bank
One of the main reasons Rotobec chose Desk.com for customer support was the flexibility of the app. Almost immediately upon deploying Desk.com, the customer service team at Rotobec created a customized help center and integrated Desk.com with their online web forms. This was been a huge win for the growing company, deflecting common questions so that service agents can spend time on more complicated support cases. Today the company uses Desk.com to run a consolidated support operation and manage a number of additional operational processes – like product registration and a custom warranty process. And all this functionality still came at a manageable price point. “It was, hands down, the best solution for us,” says Roy.
Tracking issues to build better products
A major benefit of a customer support solution like Desk.com is the ability to track product issues and capture customer feedback. Rotobec does this through a combination of custom fields and Business Insights. Additionally, Rotobec granted Desk.com access to their product and engineering teams; now those teams can leverage customer information when choosing new product features or jump in to help on complex technical cases. “We’ve included our engineering team in our assignment rules so that when a case is beyond our knowledge, they can use Desk.com to track where things stand and provide instructions,” says Roy. To get even deeper insights, Rotobec has integrated Desk.com’s Business Insights with DataHero to track KPIs for product issues, failures, customer variables, response times, and time to resolution.
Learn more about how Rotobec is driving customer service success with Desk.com, check out their full case study.