Marketing and sales in one system
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The challenge
The service team received customer questions through several separate channels, so the overview and the follow-up got lost and manual work piled up. Mobile XL saw that it was not the software that had stalled, but the process itself.
38%
Faster response times because customer questions land in the right place automatically.
42%
Less manual follow-up thanks to smart ticket flows and automatic notifications.
2x
More grip on priorities through clear status updates, labels and ticket distribution.
24/7
Customers find answers themselves faster through a knowledge base and self-service environment.
About the company
Agrifac is an international company based in the Netherlands that specialises in building self-propelled crop sprayers for protecting agricultural crops. They also build self-propelled machines for harvesting beet. Their customers are mainly farms and contractors, as well as agricultural holdings. Agrifac focuses above all on the high-end market. It is Agrifac's view that the world needs food produced more safely, more efficiently and more nutritiously. Their mission is to improve production methods, mechanisation and precision farming. The company wants to contribute by offering high-tech machines that are innovative yet easy to operate, and careful with raw materials.
From scattered customer questions to one service process, with a clearer view and faster follow-up
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How we approached this case
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What Zoho Desk delivered
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Every customer question in one place
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Faster follow-up per ticket
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Less manual work in support
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More insight for the team
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With Zoho Desk we finally have a clear view of every customer question. The team knows sooner what is going on and customers get better help.
By looking at the service process first, we could set up Zoho Desk so that it really works for the team.