4PS
“Why on earth are we still doing this this way? That was a real eye-opener for us.”
– Leendert Moree, Freshdsk Functional Administrator at 4PS.
Manual processes for multilingualism and international offices had become unsustainable.
Their bespoke solution was no longer in line with the ‘standard approach’ that 4PS recommends to its own clients.
The move to the cloud and the takeover by the Hilti Group placed greater demands on the support department.
Seamlessly connecting new international branches to a single centralised, multilingual environment.
Replacing error-prone in-house custom solutions with Freshdesk’s proven and efficient standards.
Increasing transparency and collaboration between different teams across the organisation.
Shifting the focus from the technical maintenance of a system to providing optimal support for customers.
The solution
Instead of replicating the old system exactly in Freshdesk, Gorilla Services advised going back to basics. 4PS opted for a Minimum Viable Product (MVP) approach.
What did we do?
- Freshdesk implementation: Established a solid foundation without unnecessary customisation, ensuring the process aligns directly with best practices.
- Focus on scalability: Setting up an environment to which new international branches can be connected immediately.
- Role as a Liaison: Gorilla Services acted as a strategic partner between 4PS and Freshworks for complex issues relating to language settings and contracts.
Results
International Continuity
New branches are immediately integrated into the standardised environment.
More Efficient Induction
New employees get up and running more quickly thanks to the user-friendly platform.
Transparency
Colleagues from other teams can easily view tickets, which improves collaboration.
Professional Impact
A scalable system that supports the Hilti Group’s ambitions.