Customer reference | ISGUS Company Group
Ticket system with foresight: How ISGUS is getting its support on track for the future
Bundling communication, making processes more transparent and relieving the burden on support in the long term – these were the goals with which the ISGUS Group began its collaboration with Leafworks. Initially with locations in Germany and Austria, a modern ticket system now brings more clarity, speed and structure to customer service throughout the company, including in the UK and the USA.
As one of the leading providers of software and hardware solutions, ISGUS was faced with the typical challenges of a growing, internationally active company: the previous setup with parallel communication channels caused a lot of extra work for the support team, made it difficult to find solutions, was intransparent and prone to errors.
The solution, which went live in just 8 weeks with Zendesk as the ticket system, a time tracking app, ERP import and its own help centre, improved the situation in the long term: the ticket volume fell significantly and over 70% of the remaining enquiries are now resolved at the first attempt. The reduction in customer support workload, noticeably higher customer satisfaction and consistently traceable processes are proof of this: The new system works for all sides.
About ISGUS
The ISGUS Company Group is one of the leading providers of workforce management systems and combines decades of experience with innovative technology. Founded in 1888 and headquartered in Villingen-Schwenningen, the company has developed from a watch manufacturer into an international solution provider – with modules for time recording, HR management, access control, workforce scheduling and shop floor data collection. Over 500 employees at locations in Europe and North America serve customers from all industries. This international focus places high demands on service quality and system integration – especially in customer service, where the growing complexity requires new digital structures.
ISGUS GmbH
Workforce management, IT systems
>500
DACH, UK, USA
01/2024
gradually until the end of 2024
Initial situation
ISGUS’ support infrastructure had to switch to a digital solution in order to guarantee the handling and speed of tickets:
- No centralised ticket system – Communication via email, telephone and CRM
- Lack of self-service options for customers
- No cross-channel overview of support processes
- Repeated requests on the same topics from different branches
- Incomplete customer details for tickets
- Lack of measurement tools
- Manual handovers between departments
Project goals
No half measures: ISGUS wanted to set up a system quickly and straightforwardly that would also relieve the burden on support in the future and increase customer satisfaction.
- Introduction of a central, web-based ticket system
- Automated ticket creation from incoming emails
- Location-based ticket assignment
- Help centre as a self-service portal for customers
- Transparency and traceability in ticket processing
- Relief of 2nd & 3rd level support
- Introduction of time measurement and meaningful KPIs
- Scaling of customer and agent experience
Realisation & project steps
From kick-off to go-live in just 8 weeks – Leafworks not only provided the tools and expertise, but also the right way of working to lead the project to success in a well thought-out and pragmatic manner:
- Launch with three pilot locations in March/April 2024
- Weekly project meetings, planning via Monday
- Individual consulting and app selection
- Set-up of a help centre for all locations
- Data import from ERP system via interface
- Set-up of macros, automation and role-based workflows
Tools & Solutions
- Zendesk Support
- Zendesk Guide (Help Center)
- Zendesk Explore (Reporting)
- Custom Timetracking App
- ERP Import (Custom API)
- Macros, Side Conversations, Workflows
Results
Not just a technical upgrade, but also a cultural change: in addition to the KPIs, the way in which teams communicate with each other and with customers has also changed impressively:
- 72.6% one-touch tickets
- 36% of tickets are now resolved within 5 hours
- 20.1% reopen rate
- Significant reduction in administrative workload
- Cross-location evaluations possible for the first time
- Standardized communication without duplicate processing – internally and externally
- Fewer queries thanks to knowledge database
- High acceptance among employees and customers
- Transparent communication history in the tickets
More efficient collaboration with technical support
Customer opinion
“The cooperation with Leafworks during the introduction of Zendesk in our company group was consistently positive. The project was implemented at a very modern technical level and at high speed. We would particularly like to emphasize the competence and commitment of our contact persons: they not only fit perfectly into our project environment professionally, but also personally. Leafworks impressed us with their practical solutions, clear communication and efficient implementation – a reliable partner that we would be happy to recommend.”
Project management ‘Introduction of Zendesk in the ISGUS Company Group’
Zendesk solutions
