Industry FMCG Production Company
System(s) ReplacedHome grown ticketing system and loads of Excel Sheets
DepartmentsCustomer Service and Sales
Use Case Streamlining Customer Interactions with ZenDesk at one of the leading companies in the manufacturing and distribution sector
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 center that managed customer complaints and feedback across departments such as Sales, Quality, and Customer Complaints.
Business Challenges
Having most of the sales agents on the fly, an integrated platform was needed to enable field agents to update tickets on the go and also provide complete ticket visibility to Call Centre executives.