Equipped for customer service: Rotobec swaps its shared inbox for Desk.com
Rapid growth is every small business’s dream, but it can come with challenges. For Rotobec,a family-owned company that manufactures tools for heavy equipment, expanding to thousands of dealers in 35 countries meant thousands of inquiries, and Rotobec’s 10-person support team couldn’t keep up. “It was a real challenge,” says Jesse Roy, Rotobec’s Director of Service. “Customer service was done entirely through Outlook and email. There was no management or customer history; it was based on people’s memory and word of mouth.”
Building customer service success
After evaluating multiple solutions, Rotobec chose Desk.com for its customer service needs. Roy cited its flexibility and full feature set, all at a manageable price point: “It was, hands down, the best solution for us.” The service team immediately customized a help center and integrated with the website. “Visibility and accountability have been huge. Things used to get lost or forgotten; now we can see where the issues are and where we need to improve. There’s been a lot of self realization.” Plus, as a longtime Salesforce user, the executives liked the integration options.
An efficient new outlook
Today Rotobec uses Desk.com to run a consolidated support operation. They use it as a product registration tool, and have even built a custom warranty process. The knowledge base and self-service portal have been big wins, deflecting common questions away from service agents. Perhaps best of all, the support team has created dozens of custom fields and labels to capture product issues and feedback. “We’ve included our engineering team in the assignment rules; when a case is beyond our knowledge, they can use Desk.com to track where things stand and provide instructions.”
Yes, Rotobec’s customer service team has come a long way since its days with a shared inbox. Now they use Desk.com’s Business Insights with a 3rd-party app called DataHero to track metrics and KPIs for product issues, failures, customer variables, response times, and time to resolution. And the effects? “Before Desk.com, we were firefighters. Now we’re fire preventers.”