INDUSTRY

Manufacturing

LOCATION

Australia

CHALLENGES
  • Clunky email system to service tickets
  • Poor visibility on request status
  • Delayed resolution to critical tickets

The Company

With over 70 years experience in racking and warehousing solutions across Australia, New Zealand, Asia and the Middle East, Dexion delivers the world’s best products and management systems for safety, space optimisation, security, and profitability. The company also provides customised training, state-of-the-art design, active research and development, and rigorous product testing, supporting its position as a leader in warehousing solutions.

Moving from Siloed to Unified Support

As a leading global storage solutions provider, Dexion solves material handling challenges for customers from their warehouses to their offices. Several teams at Dexion use Freshdesk to improve their day-to-day operations, from sales and services to engineering and design.

Dexion needed a new approach to improve internal operations, from managing sales requests to engineering and design processes.

The company did not have a unified ticketing system in place. They relied on a combination of emails and service desk software to handle requests and manage escalations. However, this system was heavily dependent on individuals relying on tribal knowledge to solve issues. The inefficiencies in the system eventually led to poor customer service and unhappy customers.

“There were delays in attending to critical events and tickets, with no defined escalation matrix. The management struggled with little or no visibility on the status of service tickets.”

Putting the Customer first

The business process engineering team at Dexion was tasked to solve this problem. The IT team evaluated multiple leading products including Zoho Desk, Jira Service Desk, and Freshdesk. The team wanted a system that could address requests on time, report on critical events and escalations, and improve overall efficiency and productivity.

“Freshdesk became a unanimous choice because of the simplicity of the product, its ease of use, and more importantly, the custom help-center for end-users”, says Merrill. After several months of using Freshdesk, Merrill and his team experience many benefits:

  • Visibility so no request goes unnoticed
  • Reporting on resource utilization
  • Escalation management when things don’t go as planned
  • Improved efficiency and productivity for teams and processes
  • Better customer service
  • Customizable workflows to match business processes

“Freshdesk best serves our internal teams for improved visibility into requests and thus enhances productivity. For example, our field teams use Freshdesk because they receive a large number of requests via email when they are on the go. In addition, every team has their own business requirements based on how they use Freshdesk – whether it is related to automation of rules, servicing based on SLAs, training of end users, setting up of escalation systems, and so on.”

Merrill Micu

IT Infrastructure Specialist

Dexion Group

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