Success Stories
Streamlining Customer Interactions with Zendesk at one of the leading companies in the manufacturing and distribution sector
Industry FMCG Production Company
DepartmentCustomer Service & Sales
Client’s Overview
The client is a leading Indian global company in the FMCG industry, specializing in the manufacturing and distribution of various living essentials, industry essentials, and farm essentials. With a strong commitment to customer satisfaction, the company operated a mature call centre that managed customer complaints and feedback across departments such as Sales, Quality, and Customer Complaints.
Business Challenges
The client faced the following challenges in their call centre operations
- Complex processes: The call center operated with intricate workflows, requiring a simplified and user-friendly solution for the agents.
- Mobile workforce: Many agents worked off-site and needed a convenient solution to update their fieldwork regarding customer complaints while on the move.
- Integration of customer channels: The company needed to consolidate customer interactions from various channels, including email, calls, social media, and website inquiries.
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