Cyclo Chauff'

Optimizing customer-request management through Freshworks integration

Cyclo Chauff', a company specializing in heating and plumbing services, undertook a digital transformation to modernize its operations. Faced with inefficient customer-request management and poorly structured work organization, the company sought digital solutions to improve its activity.

Initial challenge: manual management of customer requests and schedules

Before turnK's involvement, Cyclo Chauff' managed customer requests and schedules manually. Although the business used a specialized ERP for financial management, it had no effective system for handling incoming customer requests and organized its work with a paper diary. This approach led to forgotten tasks, mental overload and inefficient daily operations.

Specific client objectives

• Save time by automating repetitive customer-request management tasks.
• Structure work organization by centralizing customer requests and scheduling activities effectively.
• Reduce errors and omissions caused by manual management.

Methodology: the “RUN” method

To address Cyclo Chauff's requirements, turnK applied its three-day RUN method:

1. One day of discovery and projection workshops to analyze operational requirements and define appropriate solutions.
2. One day of benchmarking and proof of concept to compare software solutions, select the most suitable one and provide a demonstration.
3. One day of integration to deploy Freshdesk and connect Google Calendar.

A complete solution for Cyclo Chauff'

• Implementation of the Freshdesk Growth plan to manage customer requests and service tickets effectively.
• Configuration of Google Calendar so customers could book appointments online.
• Integration between Freshdesk and Google Calendar to synchronize information and schedule interventions according to availability.
• Migration of existing customer data into Freshdesk to centralize information.
• Process automation to reduce repetitive tasks and improve operational efficiency.

Client training

Remote workshops and training sessions were organized so Jean Gasnier from Cyclo Chauff' could fully master the new solutions. Video tutorials were also provided for independent learning.

Results and outlook

Initially skeptical about introducing new digital solutions, Cyclo Chauff' is now delighted with the outcome. In addition to solving the identified issues, the Freshdesk and Google Calendar integration modernized operations and improved customer satisfaction.

A potential next step would be to connect Freshdesk to the company's ERP through the available API.

With turnK's support, Cyclo Chauff' began its digital transformation by optimizing customer management and organization, allowing the company to focus on growing its heating and plumbing business.