Loreal

“Zendesk is a powerful tool. Quite simply, it means we don’t miss anything important”

David Desinger
ETNEHS Technical at L’Oreal Deutschland
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Within an area of about 55,000 square meters and with 350 employees, the L’Oréal distribution center in Karlsruhe, Germany is the hub for many of the products you could buy in your corner drugstore. The distribution center also distributes products directly from the factories to other L’Oreal distribution centers all over the world

Challenges:

Being able to respond to employees’ queries quickly and effectively is important for any business, and when it comes to questions or reports about certain issues – such as health and safety risks – time really is of the essence.

Previously, his team tracked all health, safety, environmental, and technical problems or incidents in Microsoft Outlook, but emails on a wide range of topics were just coming into email inboxes.

“We needed a help desk solution that would enable us to better manage queries as they came in, track their status and provide regular updates to the member of staff who had reported the issue in the first place”

Solution:

With 350 people across two buildings all using Zendesk to report issue and ask questions, the team is now able to respond immediately to any health or safety risks. Insights has also enabled Desinger to measure effectiveness of the solution and to monitor trends.

They now know which business units submit the most tickets, how long issues take to resolve, and peak volume times during the day. Zendesk was the best solution for L’oreal because:

• Automations, macros and triggers immediately streamlined employee support
• Free trial allowed them to test and then quickly implement
• Zendesk was easy to train and learn.