Officine Riparti deals with the distribution of auto parts throughout Italy, operates in the B2B e-commerce sector and also works with insurance and rental groups.
With the management of more than twenty brands of original spare parts (such as Alfa Romeo, Audi, Renault, Land Rover, Jeep), Officine Riparti is present in Italy with two warehouses and three operating locations. The goal has always been to guarantee a level of service and offer quality products, combining innovative solutions with a highly qualified team to accompany the customer in efficient after-sales service as well.
"The team I manage takes care of customer service," explains Emanuele Minardi, Gruppo Officine Riparti sales director. "Initially we managed everything through e-mail: we would identify in the subject line of the e-mail the license plate and the name of the customer to assign the ticket. There was no internal communication with the team or a well-defined methodology-we work in an open space, so most information was exchanged offline.
When the tickets increased exponentially, the team could not keep up with all the workflow. The method we were using was slowing us down, burdening the services provided: we often didn't read the emails or took them in late, which didn't allow us to offer timely responses and a quality standard up to the Customer Service that Officine Riparti wants to guarantee to all its customers. So we started looking for a help desk platform that would help us improve the efficiency and performance of the customer service team, and Zendesk immediately seemed like the best solution!"
"To prepare for the migration to Zendesk together with power2Cloud, we schematized internal processes to establish workflows and ticket assignment to each team member, this allowed for quick and customized adoption of the platform. We can now nimbly identify the most urgent paperwork among orders, quotes or returns.
This reorganization of work allows me to understand the volume of requests that the team needs to handle, so that I can intervene when difficulties arise. With Zendesk we ensure consistently high business performance, responding per company policy within two hours of receiving the request.
By dividing tasks and assigning tickets in a timely manner we are able to be more efficient and accurate.The use of templates is used daily because it supports the most frequent responses, speeding up work and reducing the possibility of error.
Another Zendesk feature that we really appreciate is the search method by which we can browse ticket content by entering only with a small detail related to the practice. Needless to say, this facilitates the work of all colleagues even when a team member cannot deal with it or is absent."
"At first we tried to set up Zendesk on our own, but the key to success in getting it right was relying on a partner like power2Cloud. With their support for migration, integrations and training, we were able to take advantage of all the platform's features and configure workflows for our needs within two to three weeks.
Today when an email arrives and a ticket is assigned to an operator it is visible to all employees, this avoids the critical issues we used to have to manage if some emails went unnoticed. We don't miss anything anymore and this makes us agile and performant, plus every month we dedicate ourselves to analyzing all metrics and KPIs to understand internal performance and service delivery.
At the moment the submission of a ticket is triggered only upon receipt of an email, but we do not exclude in the near future to offer a dedicated session to our customers on the website as well."