Groupon's Explosive Growth Necessitates Robust Ticketing Solution
公司规模
1,000+
地区
- Africa
- America
- Asia
- Europe
国家
- United States
产品
- Zendesk
- Gooddata
技术栈
- Web-based support software
- Macros for FAQs
- Integration with reporting tools
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据可视化
- 功能应用 - 远程监控系统
适用行业
- 电子商务
- 零售
适用功能
- 商业运营
服务
- 软件设计与工程服务
- 系统集成
关于客户
Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service.
挑战
Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience.
解决方案
Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Improving Production Line Efficiency with Ethernet Micro RTU Controller
Moxa was asked to provide a connectivity solution for one of the world's leading cosmetics companies. This multinational corporation, with retail presence in 130 countries, 23 global braches, and over 66,000 employees, sought to improve the efficiency of their production process by migrating from manual monitoring to an automatic productivity monitoring system. The production line was being monitored by ABB Real-TPI, a factory information system that offers data collection and analysis to improve plant efficiency. Due to software limitations, the customer needed an OPC server and a corresponding I/O solution to collect data from additional sensor devices for the Real-TPI system. The goal is to enable the factory information system to more thoroughly collect data from every corner of the production line. This will improve its ability to measure Overall Equipment Effectiveness (OEE) and translate into increased production efficiencies. System Requirements • Instant status updates while still consuming minimal bandwidth to relieve strain on limited factory networks • Interoperable with ABB Real-TPI • Small form factor appropriate for deployment where space is scarce • Remote software management and configuration to simplify operations
Case Study
How Sirqul’s IoT Platform is Crafting Carrefour’s New In-Store Experiences
Carrefour Taiwan’s goal is to be completely digital by end of 2018. Out-dated manual methods for analysis and assumptions limited Carrefour’s ability to change the customer experience and were void of real-time decision-making capabilities. Rather than relying solely on sales data, assumptions, and disparate systems, Carrefour Taiwan’s CEO led an initiative to find a connected IoT solution that could give the team the ability to make real-time changes and more informed decisions. Prior to implementing, Carrefour struggled to address their conversion rates and did not have the proper insights into the customer decision-making process nor how to make an immediate impact without losing customer confidence.
Case Study
Digital Retail Security Solutions
Sennco wanted to help its retail customers increase sales and profits by developing an innovative alarm system as opposed to conventional connected alarms that are permanently tethered to display products. These traditional security systems were cumbersome and intrusive to the customer shopping experience. Additionally, they provided no useful data or analytics.
Case Study
Ensures Cold Milk in Your Supermarket
As of 2014, AK-Centralen has over 1,500 Danish supermarkets equipped, and utilizes 16 operators, and is open 24 hours a day, 365 days a year. AK-Centralen needed the ability to monitor the cooling alarms from around the country, 24 hours a day, 365 days a year. Each and every time the door to a milk cooler or a freezer does not close properly, an alarm goes off on a computer screen in a control building in southwestern Odense. This type of alarm will go off approximately 140,000 times per year, equating to roughly 400 alarms in a 24-hour period. Should an alarm go off, then there is only a limited amount of time to act before dairy products or frozen pizza must be disposed of, and this type of waste can quickly start to cost a supermarket a great deal of money.
Case Study
Supermarket Energy Savings
The client had previously deployed a one-meter-per-store monitoring program. Given the manner in which energy consumption changes with external temperature, hour of the day, day of week and month of year, a single meter solution lacked the ability to detect the difference between a true problem and a changing store environment. Most importantly, a single meter solution could never identify root cause of energy consumption changes. This approach never reduced the number of truck-rolls or man-hours required to find and resolve issues.
