Diversey's Transformation: Achieving 100% Productivity and Agent Satisfaction with Freshdesk

Diversey, a global hygiene company, was facing significant challenges with its customer support system. The team was using email and email groups to interact with both their customers and employees, which led to a loss of context, confusing threads, and difficulty in establishing who was working on which query. This lack of organization and accountability often resulted in teammates working on the same query. The customer support team was dealing with clogged up inboxes due to high volumes of mail and phone calls, repetitive tasks due to the lack of automations, a lack of customer history, zero transparency into customer queries, and loss of context and customer queries. There was no portal for customer/agent interaction, making it impossible to route queries/problems to the right person, and ticket resolution times were long. The quality and effectiveness of their service were being affected by unanswered emails/calls/chats, delayed responses, and a lack of reporting.

Diversey is a global hygiene company that develops and delivers innovative products, services, and technologies that save lives and protect the environment. They’re market leaders in providing hygiene, infection prevention, and cleaning solutions. With a broad history of 95 years, the brand has become synonymous with a fully integrated suite of solutions that combine patented chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis. They serve more than 85,000 customers globally with a significant presence in 80 countries and networks of 8500+ employees globally. Their customers span the Hospitality, Retail, BSC, Foodservice, and other notable industries. They manufacture and supply partners with chemical products for their business (B2B), offer applications to improve their work.