AWM Electrical Enhances Customer Support with Freshdesk

AWM Electrical is an Australian Electrical Wholesaler that specializes in the distribution and supply of electrical, data communications, and accessory products. As one of the key brands of the MMEM (Metal Manufactures Electrical Merchandising) group, the company operates over 55 branches across Australia, servicing a broad range of industries. AWM Electrical's business model is based on the principle that every customer is unique, and their company vision, 'One Stop, One Solution', is a testament to this belief.

AWM Electrical, an Australian Electrical Wholesaler, was facing challenges in managing large volumes of emails across multiple accounts. The company had set up several email addresses for different teams including projects, purchases, sales, and other office branches, each receiving an average of 50-100 emails a day. This led to cluttered inboxes, making it difficult for the support teams to manage end-user requests. As a result, customer requests started slipping through the cracks, eroding the trust between customers and the company. The company was using Outlook to organize and respond to customer requests, but the system was not scalable with the business growth, leading to slow turnaround times and disappointing responses to priority requests.

To address these challenges, AWM Electrical transitioned to Freshdesk, a one-stop helpdesk solution. This move was aimed at streamlining their customer support process to deliver superior experiences to every customer. Freshdesk was chosen over other options like Zendesk due to its intuitive interface, powerful capabilities, and the fastest deployment time. With Freshdesk, the AWM support group was able to track, prioritize, and respond to customer requests efficiently and in the shortest time possible. They could access past customer conversations in one place to communicate with context, track ownership of support queries to prevent duplicate responses, monitor team performance, and gain insights to improve the support experience. The platform also allowed them to engage and motivate support agents using gamification and leaderboards.

• The transition to Freshdesk has significantly improved AWM Electrical's customer support process. The platform's ability to track, prioritize, and respond to customer requests in the shortest time possible has enhanced the company's efficiency. It has also improved the communication process by providing access to past customer conversations in one place, enabling the support team to communicate with context. The platform's ability to track ownership of support queries has helped prevent duplicate responses, further improving the customer experience. Moreover, the ability to monitor team performance and gain insights has helped the company improve its support experience. The use of gamification and leaderboards has also helped engage and motivate support agents, contributing to the overall improvement in the company's customer support process.

• The average resolution time for customer requests reduced to just over 2 hours

• The company was able to manage large volumes of emails across multiple accounts more efficiently

• The company was able to prevent duplicate responses to customer queries