Koti Puhtaaksi's Transformation Journey with Freshdesk Towards Becoming Finland’s Largest Cleaning Company

Koti Puhtaaksi is a dynamic family-run business in Finland that has become a game changer in the cleaning industry. Started in 2011, the company now has over 300 professional cleaners across Finland. Through a combination of innovative cleaning solutions and unbeatable customer service, Koti Puhtaaksi aims to create a happier Finland - one home at a time! The company's philosophy is that when their employees are happy, their customers are happy. This belief has been fundamental to the inception and growth of Koti Puhtaaksi. The company has even been awarded as one the best places to work in Finland.

Koti Puhtaaksi, a dynamic family-run business in Finland, had an ambitious plan to become the largest Finnish cleaning company. However, the company's existing customer support system was becoming a hindrance to this goal. The support system was segmented into three divisions, with customer interactions across all three groups conducted largely through email and phone. As a result, there was no single repository where past conversations could be recorded and accessed. Only the agent who had spoken with the customer would have context into the customer’s problem. With the number of agents and volume of customer queries steadily increasing, this system was no longer effective. Furthermore, with customer queries pouring in from different channels, the support team needed a single solution to streamline the customer journey and increase visibility of the various touchpoints.

Koti Puhtaaksi identified three main objectives that the new solution needed to meet: integration of all channels, a detailed reporting system, and an intuitive interface. The company narrowed down the list of options to two main solutions: Freshdesk and Zendesk. Ultimately, Freshdesk’s superior ease of use was the clinching factor that helped the company finalize it as its customer service solution. Today, Freshdesk is linked with Koti Puhtaaksi’s CRM solution to provide agents with a holistic view of their customers. All the customer information that is on the CRM and the ticket information that is on Freshdesk is integrated. This has created a single source of truth for agents, who are now empowered to deliver higher-quality, context-driven solutions to customers. With the greater visibility offered by Freshdesk, agents can now solve an average of 1534 tickets per day, compared to 345 tickets resolved per day before Freshdesk.

• The implementation of Freshdesk has resulted in deeper performance insights, quicker resolution times, and higher NPS for Koti Puhtaaksi. The company uses Analytics extensively to allocate resources and determine the quality of customer service provided. With all the information required at their fingertips, agents are able to deliver faster responses and resolutions to customers. Internally, queries get resolved within 10-15 minutes and the final resolution email is sent to the customer within just 3-6 hours. The company has seen a huge increase in customer satisfaction after the implementation of Freshdesk. This is proof that their stronger internal support capabilities have translated into a more positive customer experience.

• Hours saved per month: 1800+

• Increase in NPS: 13-point

• Resolution within SLA: 95%