Streamlining Operations for FloWater with Customized Zendesk Solutions

FloWater, a leading B2B provider of purified drinking water through their innovative FloWater Refill Stations, sought to enhance their customer support operations and streamline their internal processes. As a B2B company, they had multiple departments utilizing Zendesk, and they approached us to design and optimize their Zendesk system to improve ticket management, reporting, and overall efficiency.

Challenges:

1. Multiple Departments: With various departments relying on Zendesk for customer support, including Sales, Service, and Accounting, customizing workflows for each team and their specific use cases presented a significant challenge.
   

2. Manual Reporting: FloWater had been relying on manual reporting processes, leading to inefficiencies and delayed insights into support performance.
   

3. Response Times: The company wanted to improve response times and ensure tickets didn't go unattended, particularly for ongoing tasks and specific ticket types.
   

4. Automation: Integrating their NetSuite account with Zendesk to automate ticket actions and movements for service orders presented technical complexities.
   

Solution: Our team of Zendesk consultants collaborated closely with FloWater to address their unique requirements and devise tailored solutions. Here's an overview of the implemented strategies:

1. Customized Workflows: We conducted comprehensive meetings with each department, including Sales, Service, and Accounting, to design Standard Operating Proceduresfor resolving tickets. This ensured efficient ticket handling and consistent processes across teams.
   

2. Reporting and Dashboards: We created customized reports and dashboards, focusing on BPO agents' performance and overall support metrics. These dashboards provided real-time insights into agent productivity, ticket complexity, and response times, enabling informed decision-making.
   

3. Ticket Statuses and Paths: To ensure ongoing tasks and ticket types were managed effectively, we introduced new ticket statuses and created resolution paths. This eliminated bottlenecks and improved overall ticket handling efficiency.
   

4. SLA Targets and Incentives: We refined FloWater's Service Level Agreement (SLA) targets to enhance response times and motivate agents to take prompt actions on tickets. Clear guidelines and incentives were implemented to drive agent productivity and customer satisfaction.
   

5. Training and Onboarding: Our team conducted one-on-one trainings with every team member to introduce the new workflows, SOPs, and reporting tools. We also provided specialized management training to empower their support manager to maintain the Zendesk account effectively.
   

6. Automation and Integration: By integrating their NetSuite account with Zendesk, we automated ticket actions and movements for service orders. This integration significantly reduced response times and streamlined their internal processes.
   

Results: The collaboration between FloWater and our Zendesk consultants led to significant improvements in their customer support operations. The key outcomes achieved include:

1. Enhanced Efficiency: Customized workflows and SOPs enabled streamlined ticket resolution processes across multiple departments.
   

2. Improved Reporting: Manual reporting processes were replaced with automated dashboards, providing real-time insights into support metrics and agent performance.
   

3. Increased Response Times: Refined SLA targets and automation of ticket actions led to faster response times and reduced ticket resolution times.
   

4. Incentivized Productivity: Agents' productivity was tracked using ticket weights based on complexity, incentivizing high-performance and efficient ticket management.
   

5. Empowered Support Manager: Through management training, the support manager gained the skills and knowledge necessary to maintain and optimize the Zendesk account independently.
   

By collaborating closely with FloWater and customizing their Zendesk system to their specific needs, we successfully streamlined their customer support operations across departments. With optimized workflows, improved reporting, and incentivized productivity, FloWater can now provide exceptional support experiences to their B2B clients.