How Dometic streamlined a complex European service landscape with Gorilla Services

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Stefan Peeters Technical Helpdesk Engineer

Dometic is a global market leader in creating innovative and high-quality products for the ‘Mobile Living Made Easy’ industry. Millions of people around the world use Dometic products for their outdoor and mobile lifestyles. Dometic has 23 production and assembly sites, sells in around 100 countries and has a large service organisation that handles enquiries from a huge network of customers and partners.

Dometic

“We used a shared mailbox in each country that everyone worked in. This sometimes led to duplication of effort and made collaboration increasingly challenging.”


– Stefan Peeters, Technical Helpdesk Engineer at Dometic.

SPIE 4

Unpredictable response times Due to rapid growth, seasonal peaks and overloaded shared mailboxes, the service organisation began to creak and groan under the strain.
Complexity due to acquisitions The organisation consists of several acquired companies. Work processes differed per country, per product line and sometimes even per team.
Duplicate or missed emails Because multiple teams were working in a single Outlook mailbox, working across departments became extremely complex and error-prone.
No central customer information There was no scalable foundation; customer information was fragmented and there was no uniform working method across countries.

One centralised and clear ticketing system The shared mailboxes have been replaced by a mature centralised system that offers the structure, speed and scalability that Dometic requires.
Efficient collaboration and communication One platform brings countries together. Collaboration has been dramatically improved through tagging, notes, and flexible ticket transfer.
More control over workload Automation distributes the ticket load fairly among agents. Language settings and routing ensure that tickets are sent directly to the right person.
Flexibility for scalability The solution has now been successfully scaled up across the whole of EMEA, with Gorilla Services providing support for complex flows, translations and training.
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The solution

Dometic opted for Freshdesk from Freshworks, in collaboration with Gorilla Services. Gorilla Services acted as the permanent source of information throughout the entire process. They contributed pragmatic ideas, responded quickly to technical challenges and helped with second-line sparring during complex flows during the roll-out in the Benelux and later in EMEA.

What Dometic is doing differently now

  • Each country and team works from a single, clear and centralised ticket system.

  • Repetitive tasks are handled via smart workflows, language settings and routing.

  • Dashboards provide immediate insight into the ticket load per product group or team.

  • For technical projects, such as setting up a new portal, API links or AI agents, Dometic works with Gorilla Services to optimise processes step by step.

Results

Amspec 5

Lightning-fast response times

With an impressive average first response time of 7 hours and 51 minutes (EMEA-wide), customers almost always receive a response on the same day, even during busy seasonal peaks.
Educatie (Freshservice) 1

Efficiency through structure

There is a noticeable time saving for employees. Errors have been drastically reduced through centralised logging and the automation of the service process.
Account manager Gorilla Services 1

Clear international cooperation

Dometic now effortlessly processes around 170,000 tickets per year with nearly 160 agents spread across EMEA, with all countries working efficiently in the same direction.
SPIE 5

Improved employee satisfaction

Employees experience much more clarity and peace of mind. New colleagues start in a mature system and teams now proactively contribute ideas about new automation solutions.
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