Diversey's Transformation: Achieving 100% Productivity and Agent Satisfaction with Freshdesk

Diversey is a global hygiene company that develops and delivers innovative products, services, and technologies that save lives and protect the environment. They’re market leaders in providing hygiene, infection prevention, and cleaning solutions. With a broad history of 95 years, the brand has become synonymous with a fully integrated suite of solutions that combine patented chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis. They serve more than 85,000 customers globally with a significant presence in 80 countries and networks of 8500+ employees globally. Their customers span the Hospitality, Retail, BSC, Foodservice, and other notable industries. They manufacture and supply partners with chemical products for their business (B2B), offer applications to improve their work.

Diversey, a global hygiene company, was facing significant challenges with its customer support system. The team was using email and email groups to interact with both their customers and employees, which led to a loss of context, confusing threads, and difficulty in establishing who was working on which query. This lack of organization and accountability often resulted in teammates working on the same query. The customer support team was dealing with clogged up inboxes due to high volumes of mail and phone calls, repetitive tasks due to the lack of automations, a lack of customer history, zero transparency into customer queries, and loss of context and customer queries. There was no portal for customer/agent interaction, making it impossible to route queries/problems to the right person, and ticket resolution times were long. The quality and effectiveness of their service were being affected by unanswered emails/calls/chats, delayed responses, and a lack of reporting.

Diversey turned to Freshdesk to overcome these challenges. Freshdesk was deployed across multiple teams to monitor internal and external customer queries in global scenarios. The ability to monitor tickets and their lifecycles added much-needed transparency to how teams perform. Using a single platform to manage support as well as sales scenarios made room for a seamless experience across the office. Diversey also deployed a system for manually accepting applications by email for customers and partners who still use it as a way of communicating with the brand. Now emails turn into tickets directly on Freshdesk, which is a welcome move for those who find it difficult to navigate a ticketing system. The team handles 150+ tickets per month on average, and the volume of tickets significantly dropped after switching to Freshdesk. They were now able to analyze tickets and solve several issues in one go, globally. Everything transformed into a much more peaceful and streamlined operation.

• With Freshdesk, Diversey was able to streamline its operations across different touchpoints of its business and focus on scaling the brand. They were able to handle more volumes of tickets/queries with almost equal to or lesser effort than before. Freshdesk brought in a much-needed overview of their team. Tracking all tickets on a single dashboard made life simple and helped them focus on more important tasks. Their favorite features on Freshdesk include Canned responses, ticket types, and Reporting. It helped their team work from the inside of a ticket with zero compromises on context. Tickets get auto-assigned based on priority. Diversey’s team now overlooks ticket assignments and keeps track of business SLAs, something that was non-existent in email. Ticket types make it easy to spot a ticket with unresolved issues. All one needs to do is search for a particular issue and all the tickets belonging to that issue instantaneously show up. Every agent becomes more productive as they’re not looking into queries that don’t need their attention. Diversey has unlocked optimized productivity and across-the-board transparency with Freshdesk. Scaling according to demand has become easy and no customer query ever goes missing.

• 100% increase in productivity

• 100% better KPI creation & delivery

• 100% agent satisfaction