How Grover made his customer service fit for the future with Leafworks and Zendesk
Grover wanted to centralise its growing service structure within Zendesk. To achieve this, it was necessary to bring together three departments, four languages and numerous automations within a single environment. With Leafworks, Grover combined Zendesk, apps and custom developments into a setup that went fully live after five weeks.
Today, messaging enquiries are already often handled entirely by AI agents, the initial response time has fallen by over 99 per cent, and individual workflows, such as follow-ups after unsuccessful Aircall calls, are handled across all systems.
3 areas, 11 addresses + 4 languages
in one environment
5 weeks
until go-live
99% less
initial response time: 7d→1.5h
32 %
of messaging enquiries are resolved using AI alone
About Grover
Technology access instead of ownership: Grover makes devices available through flexible rental models, for both private customers and businesses.
Grover was founded in Berlin in 2015 and positions itself as Europe’s leading tech subscription platform. The company combines access to modern technology with a circular business model: devices are rented out, returned, refurbished and put back into circulation.
In 2026, Grover made its offering even more flexible: rental devices are now also offered based on their condition; depending on the category, monthly costs can be significantly reduced. At the same time, Grover is strengthening its management team to support further growth in its B2C and B2B businesses. This broader offering – comprising Grover B2C, Grover B2B and Grover Finance – requires a customer experience that scales just as flexibly, quickly and reliably.
- Company
- Grover Group GmbH
- Website
- grover.com
- Headquarters
- Berlin
- Founded
- 2015
- Business model
- Tech rentals and subscriptions, B2C and B2B
- Markets
- Multiple European markets
- Project focus
- Multilingual, scalable customer service with Zendesk
Tim Schäfer
VP Customer Experience
Grover
“The challenge for us was to map a complex service structure in Zendesk within a very short time. Leafworks has approached each of our individual requirements pragmatically and implemented them, even where their own solutions had to be built. There is a foundation on which we can continue to expand our service and a collaboration that I could rely on from day one.”
Initial situation
Relocating a growing service network
As Grover’s business model evolved, so too did its service structure: the B2C, B2B and Finance divisions each had different requirements, with a total of eleven support contact points and customer communications in four languages.
The move from Dixa to Zendesk was intended to map out these structures whilst simultaneously establishing key prerequisites for knowledge management, messaging, telephony and further automation. In addition, there were around 300 Help Centre articles, some 250 dynamic content elements, as well as bespoke processes that could not be implemented using standard functions alone.
Grover and Leafworks set themselves a timeframe of five weeks to complete the implementation.
Requirements
What the new set-up had to achieve:
- 3 areas: Structured mapping of B2C, B2B and Finance within a central Zendesk environment
- 11 support channels: Reliably routing enquiries to the correct departments and processes
- 4 languages: Set up multilingual customer service, Help Centre, dynamic content and messaging
- Extensive knowledge base: Migrate around 300 Help Centre articles to the new structure
- Automated processing: Integrating Zendesk AI Agents and other automations into workflows
- Customised processes: Connecting Zendesk, Aircall and the Grover system via bespoke solutions
Implementation
Standard, Apps and Custom Solutions
During implementation, Leafworks utilised standard functions where these reliably mapped the processes, supplemented them selectively with Leafworks and Knots apps, and developed bespoke connections for the workflows that went beyond existing integrations.
Building Blocks
Steps
One environment for three departments
B2C, B2B and Finance were integrated into a central Zendesk environment. The eleven support channels and their associated processes were structured in such a way that enquiries can be routed to the correct departments whilst still being managed centrally.
Customer service and knowledge in four languages
Leafworks set up the multilingual Help Centre and migrated around 300 articles and approximately 250 dynamic content elements into the new structure. This ensured that knowledge content, customer communications and automated responses were harmonised across all languages.
Customised processes across system boundaries
Where existing functions and integrations were insufficient, Leafworks supplemented the set-up with apps, Knots Studio scripts and bespoke developments. One example of this is the integration of Aircall, Zendesk and the Grover system:
Customised automation
No one’s picking up? The system takes over.
An impressive use case implemented at Grover integrates Aircall with Zendesk. Grover’s three departments are represented separately as ‘brands’ in Zendesk; there is no out-of-the-box integration for Aircall. Leafworks took care of this and connected Aircall, Zendesk and the Grover system using a script.
What this changes
- less manual research and data entry
- comprehensive documentation of contact attempts in Zendesk
- fast, consistent follow-up for customers
- a clear next step – without any additional back-and-forth within the support team
-
No answer
A team member calls a customer through Aircall but cannot reach them.
-
Find customer details
The phone number is matched to a customer in Grover’s system, and their details are retrieved.
-
Create a ticket with context
A Zendesk ticket documenting the call attempt is created automatically with those details.
-
Follow up automatically
The customer receives an email and can take the next step.
Results
From 7 days to 1.5 hours
After five weeks, the complete Zendesk environment for B2C, B2B and Finance went live. The new structure not only reflects the existing departments, languages and communication channels, but also lays the foundations for a higher level of automation.
The impact is already evident in the key service metrics; with Zendesk AI Agents now in use for messaging, 32 per cent of enquiries are already being resolved fully automatically, and the first response time has been reduced by over 99 per cent.
| 7 Tage → 1,5 Std. | Die Erstantwortzeit sank um 99,1%, von rund 7 Tagen auf etwa 1,5 Stunden. |
|---|---|
| 32 % | Verified Resolutions, heißt: Der Messaging-Chatbot löst nachweislich 32 % der Messaging-Anliegen allein, ohne Übergabe an einen Mitarbeiter. |
| 5 Wochen | Die neue Zendesk-Umgebung ging nach 5 Wochen vollständig live. |
A strong foundation for further expansion
Grover’s new Zendesk environment now brings together everything that matters in a single, integrated setup. To make this possible, Grover and Leafworks integrated Zendesk features with Leafworks and Knots apps, as well as bespoke developments. Although not every process could be mapped out of the box, the challenges were overcome in a short space of time.
In addition to the positive feedback from Grover, the massive reduction in initial response times and the automated resolution of 32 per cent of messaging enquiries by Zendesk AI Agents demonstrate that the new structure is technically sound and is already significantly easing the burden on customer service.
