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SDA Expertise
project presentation
SDA Expertise, a professional services firm operating in the legal and accounting sectors, undertook a major transformation of its client-request management.
Faced with unstructured processes and no centralized tool, SDA Expertise selected Freshdesk and sought the support of an integration partner to manage implementation and maximize efficiency across its departments.
Challenges organizing client-request management
Before TurnK's involvement, client requests were managed without formal processes or centralized tools. Although Freshdesk had been selected to improve customer service, SDA Expertise needed expert support to ensure a smooth deployment and adapt the workflows to the specific needs of each department.
Optimizing client management at SDA Expertise
- Implement an effective workflow to process client requests proactively.
- Design support forms adapted to each department: administration, payroll and HR, accounting, and legal.
- Structure forms to categorize requests and improve the handling of complex cases and complaints.
- Create a client-accessible knowledge base to reduce recurring requests.
- Implement performance tracking and a satisfaction survey to measure the effectiveness of the new processes.
- Define performance indicators to monitor request resolution and customer satisfaction.
A rigorous methodology and a clear implementation process
Co-creation workshops were organized to define the target process, quantify and rationalize client requests, and establish precise service-level agreements.
The teams identified the productivity tools needed to save time and improve efficiency. Once the processes were validated, TurnK configured Freshdesk, its automations and productivity tools, the client portal, and the support forms.
Redefining the customer experience with Freshdesk
- Deployment of a turnkey customer-support solution.
- Definition of customer journeys for submitting requests.
- Creation of a client portal and ticketing system.
- Automation of repetitive tasks to improve operational efficiency.
Training sessions to ensure full adoption
Remote workshops and training sessions helped SDA Expertise's teams fully understand the new solutions and transition smoothly to the new request-management processes and tools.
Old stack
New stack
solutions provided
- Solution 1: Defined customer journeys for submitting requests.
- Solution 2: Defined employee workflows.
- Solution 3: Centralized every request, regardless of source: email, intranet, or telephone.
- Solution 4: Structured ticket prioritization, statuses, and resolutions.
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