Case Study: Orgadata Streamlines Global Operations with babelforce

About Orgadata

Orgadata is a German company that helps manufacturers digitize the production of windows, doors and curtain walls.

Their flagship software product, LogiKal, helps to simplify the transition from design to reality for architects and builders everywhere.

Their customer base extends around the world, from the US market, all the way to Australia. “Customer service is customer loyalty” for Orgadata, and they’re willing to go above and beyond the ordinary to boost retention: by making their customers happy.

For this reason, Orgadata’s customer service interactions don’t always play out like your standard support call.

Quality Over Quantity – Orgadata’s Approach

Orgadata does things differently when it comes to customer service. Thomas Otten, their Head of Customer Service, doesn’t consider his department as a typical call centre; maximizing throughput of incoming calls is less important than taking the time to help customers get the best possible outcomes from Orgadata’s product.

As he puts it, “Customer service for me is customer loyalty. We want them to stay on our side and for them to know we are doing our best so that they are enabled to do their best.”

For this reason, Orgadata’s customer service agents will sometimes stay on the line for over an hour to ensure the best possible results for customers.

However, with international teams based in different locations, the company found themselves using many disconnected software ‘islands’ to manage customer service.

Thomas Otten said “In the very beginning, we had lots of ‘software islands’. And it was not possible to see how the customer was doing. But now we have one system for everything.“

This meant that getting the full picture was impossible without tedious manual work. They wanted a more efficient way to manage customer data and requests, without having to work with multiple systems.

And with a global customer base, they needed a system that could handle different languages and time zones without adding to the workload of agents.

The Challenge of Uniting Global Teams

Thomas wanted to provide always-on support wherever the customer was in the world. It was clear that the best way to make this happen would be to share the work between support teams in multiple countries.

That way, when the German support agents signed off, their US counterparts could pick up where they left off.

He realized that this approach to global customer service would require a telephony system that would connect agents globally, and leave no support rep or customer in the dark.

Thomas and his team didn’t take this mission lightly. They turned to their CRM provider Zendesk to ask if they had any recommendations.

Zendesk shortlisted 3 possible options, and after a rigorous 160 point comparison, babelforce was Thomas’s favorite.

He especially liked babelforce’s ability to consolidate telephony infrastructure in a way that wasn’t possible with other providers, as well as its compatibility with Zendesk. It didn’t take long for Thomas to get everyone, including his CEO, on board.

Bridging Communication Gaps with babelforce

Orgadata began the process of rolling out babelforce in September of 2023. They started with the larger teams, such as their German support agents, which gave them a blueprint for how to integrate other teams and countries.

Now, they have moved on to their smaller teams in France and the Benelux region, and they are excited to soon have every agent using the same platform.

“Every Orgadata person benefits from babelforce. We can all talk about the same problem. Open your browser, type in the ticket number, and then we talk about it.“ said Thomas Otten.

Easy Implementation, Smooth Sailing

How would Thomas describe the implementation process? “It’s so easy,” he says. They have a team of three people involved in the roll-out, but have found that babelforce can be set up by just one person. “Your colleagues in Customer Success have done a great job supporting us through the process,” he says.

Thomas expects Orgadata’s own software to perform flawlessly, and he expects the same commitment from every product they work with. Stability and reliability are non-negotiables which babelforce have lived up to.

With their old telephony system, stability and sound quality left much to be desired. By contrast, babelforce runs without issue, which is a big change for Thomas and his team.

He also notes that the sound quality has improved. Voices are clearer and everything is more stable, so Orgadata’s agents can focus without interruption.

Automated Ticketing

Juggling calls and Zendesk tickets used to be disjointed. Whenever an agent received a call, they would have to go through the cumbersome process of manually creating a new ticket and entering customer details while simultaneously trying to listen to the customer on the end of the line.

This balancing act took the agent’s attention away from the problem they were solving for the customer.

Now, when a call comes in, a corresponding Zendesk ticket is automatically generated with all the necessary customer information included.

And whenever a customer calls back, everyone has access to the same info. No explaining previous conversations or having to rehash old problems – it’s all there in the system.

A Clearer View

Personally for Thomas, the most immediate benefits of integrating babelforce is his newfound level of clarity – one that was previously unattainable.

Before babelforce, all their global teams were using disparate software solutions, which created a fragmented and sometimes confusing view of their customers.

With babelforce, these barriers were removed. Instead of sifting through a patchwork of systems for the full picture, Thomas now has a singular, unified view.

He can see real-time data on call volumes and customer data, making it easier for him to identify patterns and analyze trends.

What’s in the Future?

From the get-go, Orgadata’s collaboration with babelforce has been a catalyst for change; and they’re already thinking about what’s next.

They’re excited to explore the platform’s capabilities and what it can do for their business. babelforce’s outbound dialing power is one feature that has captured their interest, as it could rapidly increase the ability to place outbound sales calls at scale.

Thomas would also like to explore AI more to help them automate some simple tasks. For example, when an agent calls with an issue, he wants his agents to get automatic solution recommendations from their Zendesk help system.

However, he firmly believes that the personal, human element remains indispensable. Orgadata has always treated their customers like friends, and they want to keep things this way.

With babelforce, they can continue to build these loyal customer relationships, while giving their agents all the time they need to focus on valuable conversations.

This blog post has been re-published by kind permission of babelforce – View the Original Article

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