Cyclo Chauff'

Optimize your customer request management with the Freshworks integration

Cyclo Chauff', a company specializing in heating and plumbing services, has undertaken a digital transformation to modernize its operations. Faced with an ineffective management of customer requests and an unstructured work organization, Cyclo Chauff' sought to implement digital solutions to optimize its business.

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Initial challenge: Manual management of customer requests and schedules

Before Turnk's intervention, Cyclo Chauff' encountered difficulties related to the manual management of customer requests and its schedule. As a heating and plumbing company, Cyclo Chauff' used a specialized ERP (financial management) tool for its business but did not have any system to effectively manage incoming customer requests, nor to organize its schedule other than a simple paper agenda. This manual approach led to oversights, mental overload, and overall inefficiency in managing her daily operations.

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Customer Specific Goals

• Save time by automating the repetitive tasks associated with managing customer requests.

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• Structure the organization of work by centralizing customer requests and effectively planning the schedule.

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• Reduce errors and oversights associated with manual management.

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Methodology followed: “RUN” method

To meet the specific needs of Cyclo Chauff', Turnk followed the RUN method (within 3 days):

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1. A day of comprehension and projection workshops to analyze operational needs and define appropriate solutions.

2. A day of benchmarking and POC (Proof of Concept) to evaluate different software solutions, choose the most suitable one, and perform a demonstration.

3. One day of integration of the solution chosen to implement Freshdesk and integrate Google Calendar.

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Turnk has implemented a complete solution for Cyclo Chauff'

• Implemented Freshdesk as a Growth plan to effectively manage customer requests and service tickets.

• Setting up Google Calendar to allow customers to book appointments online.

• Integration between Freshdesk and Google Calendar to synchronize information and plan interventions based on availability.

• Migrating existing customer data to Freshdesk for centralized information.

• Automating processes to reduce repetitive tasks and improve operational efficiency.

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Training provided to the customer

Videoconference workshop and training sessions were organized to allow Jean Gasnier from Cyclo Chauff' to fully master the new deployed solutions. Video tutorials have also been provided for independent learning.

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Results and prospects

Initially skeptical about the integration of new digital solutions, Cyclo Chauff' is now delighted with the results obtained. In addition to resolving the issues identified, the integration of Freshdesk and Google Calendar allowed the company to modernize its operations and improve customer satisfaction.

A next step could be to connect Freshdesk to its ERP via the available API.

Thanks to the support of Turnk, Cyclo Chauff' has begun its digital transformation by optimizing its customer management and organization, thus allowing it to focus on the growth of its heating and plumbing business.

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