Georg Fischer Piping Systems Enhances Global Support Operations with Freshdesk

Georg Fischer Piping Systems (GFPS), a subsidiary of Georg Fischer, a leading supplier of piping systems, was facing challenges in managing its global support operations. GFPS's global customers relied entirely on its 30 sales offices and 20 production companies to execute their large-scale projects. The Global Service and Support (GSS) Team, led by Jürgen Harsch, was responsible for handling any technical queries, documents, certificates, project pricing, tender, and audits. However, the complex nature of the queries and the need for lengthy explanations, attachments, and images determined that email was the best form of communication for this purpose. The team was using shared inboxes for this purpose, but it soon became apparent that this system had its shortcomings. Once a team member forwarded an incoming query mail to his own Outlook mailbox to answer it, it disappeared from the view of others. This made it difficult to track the speed of response, learn from the answers, and identify recurring questions or regions with specific problems.

Georg Fischer Piping Systems (GFPS) is a subsidiary of Georg Fischer, a leading supplier of piping systems with roots dating back to 1802. Despite the constant technological changes and economic upheavals in its 200-year history, Georg Fisher has grown to a 140-company conglomerate with a presence across 33 countries, thanks to its focus on customer-centric innovation. GFPS develops, produces, and markets piping systems that are used worldwide to transport water, gases, and aggressive media. Its solutions touch the lives of millions across the world, who either directly or indirectly depend on them for their day-to-day needs. GFPS's global customers rely entirely on its 30 sales offices and 20 production companies to execute their large-scale projects.