Lcenter

Introduction

With more than 15 years of expertise, LCenter is an IT services company specializing in cloud computing, information systems, networks, and telecommunications.

To strengthen customer service and optimize internal operations, LCenter migrated its customer-management system from GLPI to Freshdesk and integrated Salesforce and 3CX.

The previous GLPI ticketing environment caused duplicate entry and fragmented customer-ticket management, reducing responsiveness and affecting the user experience.

Objectives

• Improve customer service: shorten processing and response times.
• Strengthen monitoring and data visualization: introduce advanced performance-management tools.
• Connect systems: integrate Freshdesk with Salesforce and 3CX.

Technical challenges

• Custom form: create a tailored form maximizing Freshdesk capabilities.
• System integration: synchronize Freshdesk, Salesforce, and 3CX through a custom connection.
• Multi-SSO authentication: implement secure, accessible authentication.

Solutions

• Migration to Freshdesk: configuration of integrated ticketing, a knowledge base, and priority management.
• Process optimization: macros, predefined responses, and automations.
• Salesforce and 3CX integration: synchronized customer data and call management directly from Freshdesk.

Results

• Complete data migration from GLPI to Freshdesk.
• Improved operational efficiency through shorter processing times and greater responsiveness.
• Consistent customer experience through successful tool integration.