Outlook and separate systems gave no overview.
Work distribution and follow-up did not run in a structured way.
No insight into performance or opportunities for improvement.
WhatsApp and chat were missing as contact channels.
One environment for all customer queries.
Automatically distribute tickets based on capacity.
Understanding performance and bottlenecks.
Support for WhatsApp and chat.
Expertise in implementation and optimisation.
The solution
Van Mossel chose Freshdesk, in partnership with Gorilla Services.
Gorilla helped with implementation, integrations and training of the team, and continues to think strategically for further optimisation of customer service.
What Van Mossel does differently now
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Tickets are automatically allocated based on workload and skills
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WhatsApp and chat have been added as new support channels
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Reports give real-time insight into performance and trends
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Employees are well-trained and work in a structured way
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Customer service is scalable and ready for further automation
The results
Efficient team process
Customer queries handled faster and more consistently.
Higher productivity
Less manual work, more focus and control.
Customer satisfaction up
Fast and accessible through multiple channels.
Understanding crowds
Capacity tuned to peaks and troughs.
Team behaviour changes
Increased ownership and structured collaboration.
Looking ahead with strategy
Prepared for automation and growth.