MediusGo's Journey to Reducing Customer Queries by 40% with Freshdesk

Medius is a leading global provider of cloud-based spend management solutions based in Sweden. Their mission is to help companies achieve higher cost efficiency and savings through a suite of solutions, including automated accounts payable and supplier management tools. Founded in 2001, the company now has over 4000 customers worldwide and 500,000 unique users. One of Medius' applications is MediusGo, a cloud-based tool that automates the accounts payable process. MediusGo aims to equip its customers with the knowledge and tools they need to solve their own issues, reducing the need for regular contact.

MediusGo, a cloud-based tool developed by Swedish software company Medius, was facing a significant challenge in managing a high volume of customer support tickets. The company was initially using Desk.com from Salesforce as their customer service solution. However, the solution was soon retired, and MediusGo needed to explore alternatives. The company evaluated several solutions, including Salesforce Lightning, Zendesk, Kayako, and Freshdesk. The primary goal was to find a solution that would allow them to be self-sufficient and not rely on consultants for every move. They also wanted to improve the adoption of self-service among their customers to reduce the number of support tickets. The company receives a large volume of support tickets every month, and they wanted to equip their customers with the knowledge and tools they needed to solve their own issues, reducing the need for regular contact.

MediusGo chose Freshdesk as their customer service provider due to its superior ease of use and extensive automation capabilities. Freshdesk's automation capabilities were critical in MediusGo's mission to achieve higher self-service adoption rates among its customers. MediusGo integrated a support button in their system, which is connected to Freshdesk through an API. When a customer clicks this button, a ticket is generated on Freshdesk with information on where the customer is within the system and other necessary details. This reduces the effort required by a customer to raise a ticket. The team also analyzes ticket data to detect recurring patterns in the words or phrases used. Based on these patterns, they create automated functions that can identify the issue whenever it is raised and provide customers with a solution accordingly. MediusGo is also planning to launch a new version of its app that will include Freshchat as an option for customers to reach support.

• The implementation of Freshdesk has allowed MediusGo to become more proactive in controlling and resolving technical issues, resulting in a smoother experience for customers. They have built an API-based integration between their in-house system and the customer ERP. If a syncing error occurs when a customer performs an action in the ERP, the team is notified and can immediately alert the customer and provide a solution. This proactive approach has resulted in fewer technical glitches and happier customers. The mobility of the Freshdesk app has also allowed agents at MediusGo to be responsive at all times to customer issues, even when working from home. The knowledge base, updated every two weeks with articles in Swedish and English, has helped deflect routine questions and reduce the agent workload.

• Reduced the number of customer queries by 40%.

• Saved around 1 minute per ticket through automation, which cumulatively translates to one employee’s workload per year.

• Reduced the time to notify customers of an issue to around 15-20 minutes, significantly reducing downtime.