Optimizing Customer Support Operations with IoT: A Case Study on Endy
Technology Category
- Application Infrastructure & Middleware - Database Management & Storage
- Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Industries
- Equipment & Machinery
- Marine & Shipping
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Time Sensitive Networking
About The Customer
Endy is Canada’s leading online mattress brand that launched in 2015. The company has been adopting some of the finest SaaS tools in the market to optimize its sales and customer support operations, both for its customers and employees. As the company has been seeing explosive sales growth, it has been making significant investments in enriching the customer experience. The company is always on the lookout to innovate and optimize how the team works internally. Endy is committed to providing a better experience for its customers and is constantly seeking ways to improve its internal processes to ensure customer and employee delight.
The Challenge
Endy, a leading online mattress brand in Canada, was facing challenges in managing its customer support operations due to its explosive sales growth. The company was using simple spreadsheet-based solutions and manual data fetching and entering, which was no longer feasible with the increasing sales and a growing customer support team. The company needed to speed up the process of pulling off various customer attributes and shipping partner information from distributed data sources to power internal operations such as reporting and return and replacement order fulfillment. The data resided across multiple systems that didn’t natively interact with one another, slowing down the customer support reps in making quick and informed decisions. The company was also facing issues in integrating and getting the customer details in one place from different sources like Shopify, Microsoft SQL Server, and Google Sheets.
The Solution
To streamline the process and create a better experience for the customers as well as the customer service team, Endy decided to use DronaHQ, a no-code automation tool. DronaHQ enabled the team to easily design a powerful user interface and automate the flow of information. Using DronaHQ’s low-code platform, Endy built two internal tools that empowered its customer service representatives to access customer information from all the apps and databases at one place. The first tool was an Orders Action app that pulled information from Shopify and Microsoft SQL server, eliminating the need for the team to manually fetch and enter details every time they needed to submit a report. The second tool was a Return Partner Lookup app, which was integrated with their partner database sitting in Google Sheets. This tool provided the team a single interface to identify the right shipping partner.
Operational Impact
Quantitative Benefit
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