Lcenter

Introduction

Since 2007, LCenter has established itself as an IT provider 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.

LCenter was using GLPI, a tool that forced duplicate entry and led to fragmented customer-ticket management. This hurt customer service responsiveness and had a negative impact on the user experience.

Objectives

LCenter had three main objectives:

• Boost customer service: improve processing and response times to offer a responsive, satisfying customer experience.
• Improve monitoring and data visualization: introduce advanced monitoring and data visualization tools for better performance management.
• Connect the tools: integrate Freshdesk with Salesforce and 3CX for more consistent, efficient customer management.

Challenges

Our teams took on several technical challenges:

• Custom form: creating a tailored form to make the most of Freshdesk’s capabilities.
• System integration: setting up a custom integration between Freshdesk, Salesforce, and 3CX for smooth data synchronization.
• Multi-SSO authentication: implementing a stronger authentication solution for optimal security and accessibility.

Solutions

• Migration to Freshdesk: configuration of integrated ticketing, a knowledge base, and priority management.
• Process optimization: macros, predefined responses, and automations for greater efficiency.
• Salesforce and 3CX integration: synchronized customer data and smooth call management without leaving Freshdesk.

Results

• Migration of all data: a smooth move from GLPI to Freshdesk.
• Improved operational efficiency: shorter processing times and greater responsiveness.
• Consistent customer experience: successful tool integration for friction-free customer management.