Case Study | JobCloud
How JobCloud completely transformed its communications with Leafworks and Zendesk
JobCloud AG, the leading digital company in the Swiss job market, was facing a major challenge: customer communication and internal coordination of several brands in three languages were complex and led to a great deal of effort and loss of information. However, with Leafworks as a partner and the introduction of Zendesk, JobCloud found a solution that not only optimised the service and significantly increased efficiency, but also improved employee satisfaction.
JobCloud AG
Recruiting
Zurich, Geneva, others
Online job portals
~ 400
Phase 1:4 weeks
21 June 2023
JobCloud brings together the leading job portals in Switzerland, including jobs.ch, jobup.ch and jobscout24.ch. As a major player, JobCloud supports companies and jobseekers with a wide range of innovative recruitment solutions and a progressive digital recruiting approach. Due to the diverse company structure with various brands and three languages, the organisation of customer service and the processing of support requests was correspondingly complex; long distances, various competing tools, loss of information and severely limited evaluation options were the result. After carefully analysing providers, JobCloud opted for Zendesk as a comprehensive solution for customer service.
Initial situation: Communication and coordination in a complex setup
- Versatile company structure: Complexity due to the management of various brands in three languages (German, French, English).
- Different tools for customer service and secondary support led to organisational challenges.
- Internal communication hurdles due to the use of multiple tools and the coordination of teams, especially in the home office.
- Loss of time and details when transferring and processing customer enquiries.
- Inconsistent standards between teams, exacerbated by remote working.
- Limited analyses and statistics, which are essential for strategic decisions.
- Need for a ticketing system to optimise internal communication and transparency.
Goal: Efficiency and transparency in customer service
- Standardisation of the service tools: All first and second level teams are to be brought together on Zendesk.
- Reduction of the tool landscape to minimise time expenditure and improve internal communication.
- Increasing the efficiency of the teams, which should have a positive effect on customer satisfaction.
- Compilation of comprehensive statistics and analyses to identify potential challenges at an early stage and take measures to improve customer service.
Implementation: A Zendesk setup tailored precisely to JobCloud
After Leafworks was chosen as the project partner based on recommendations and its recognised Zendesk expertise, JobCloud documented the desired setup in a simple form. The entire implementation was carried out by Leafworks within 2 months, without any significant additional effort on the part of the customer:
- Complete project completion in 8 weeks, incl. setup of all routings, categories, SLAs, triggers and macros
- Management of 4 brands with 8 teams (approx. 31 agents)
- Channels: E-mail, telephone, messaging
- Languages: DE, FR and EN
- Integration of external systems: Salesforce, Aircall, Jira, Nicereply and Slack
- Setting up 4 Zendesk Integration Services (ZIS) for automations that support the teams’ workflows and reduce repetitive tasks
- Creation of text modules for macros and automatic notifications for a fast and standardised response to customer enquiries
One year after the introduction of Zendesk, JobCloud also implemented messaging with Leafworks and together they also began to set up a help centre.
Result: transparency, efficiency and seamless communication
Thanks to the decision to use Zendesk and Leafworks, JobCloud was able to significantly optimise its support processes:
- Clearly organised support cases: Standardised overview of all customer enquiries instead of distributed inboxes and tools
- Increased transparency thanks to enhanced statistics, problems are easier to identify and resolve
- Significantly increased team efficiency with a positive impact on customer satisfaction
- Individual team processes can be mapped in Zendesk without affecting other teams
- Seamless communication through Zendesk messaging, which increases agent satisfaction
- Positive response from employees to the introduction of Zendesk
Client testimonial
‘Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks is always at our side and supports us quickly and easily, both with ad hoc solutions and best practice recommendations or general advice. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive. This is why we will continue to rely on Leafworks’ support in the future, as their know-how and expertise helps us to develop Zendesk in the right direction and saves us a lot of time during implementation. I would definitely recommend Leafworks.’
Susanne Heiz | Head of Service | JobCloud AG
Solutions used
