Focal

Introduction

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Since 1979, Focal, an iconic French brand specializing in the development and manufacture of high-fidelity audio systems, has continuously evolved to remain at the forefront of innovation.

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Faced with operational challenges, our first mission was to centralize the tools and eliminate duplicate data entry when logging customer requests. This initiative aimed to optimize customer support by simplifying processes.

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The challenges

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Focal faced two major issues:

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1. No connection between Freshdesk and Infor LN: This resulted in redundant entry of customer request information.

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2. ‍Managing two separate instances for France and Canada: The processes were partly similar but included North American specificities, requiring consolidation into a single working environment for greater efficiency.

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The main objectives were:

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• Improve Freshdesk usage by agents.
• Synchronize data between Freshdesk and Infor LN.
• Automate information exchanges between the two applications.
• Create a unified instance for Europe and North America.
• Migrate all North American data while preserving its history.
• Integrate North American teams into Infor LN.
• Maintain service quality throughout the project.

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Our solutions

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• In-depth audit: Understanding existing workflows.

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• Integration and iterations: Following the client's roadmap to ensure continuous alignment with specific requirements.

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• Full interconnection: Deploying tailored solutions to fully connect Freshdesk and Infor LN across the entire customer-request resolution process.

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• Freshdesk optimization: Improving how agents use Freshdesk.

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• Automated exchanges: Automating information exchanges between the two applications.

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• Unified instance: Creating one shared instance for Europe and North America.

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• Data migration: Migrating all North American data while preserving its history.

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• Team integration: Onboarding North American teams onto Infor LN.

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• Maintaining service quality: Ensuring service continuity throughout the project.

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Results achieved

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• Migration of more than 30,000 tickets and 8,500 contacts: Enabling effective data centralization.

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• 40 hours saved per month: Eliminating the need to re-enter information when processing after-sales service requests.

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• Optimized customer support: Thanks to the full interconnection between Freshdesk and Infor LN.

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• Improved operational efficiency: Smooth transition and rapid adoption of the new solutions by the teams.

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