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.
Due to rapid growth, seasonal peaks and overloaded shared mailboxes, the service organisation began to creak and groan under the strain.
The organisation consists of several acquired companies. Work processes differed per country, per product line and sometimes even per team.
Because multiple teams were working in a single Outlook mailbox, working across departments became extremely complex and error-prone.
There was no scalable foundation; customer information was fragmented and there was no uniform working method across countries.
The shared mailboxes have been replaced by a mature centralised system that offers the structure, speed and scalability that Dometic requires.
One platform brings countries together. Collaboration has been dramatically improved through tagging, notes, and flexible ticket transfer.
Automation distributes the ticket load fairly among agents. Language settings and routing ensure that tickets are sent directly to the right person.
The solution has now been successfully scaled up across the whole of EMEA, with Gorilla Services providing support for complex flows, translations and training.
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
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Each country and team works from a single, clear and centralised ticket system.
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Repetitive tasks are handled via smart workflows, language settings and routing.
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Dashboards provide immediate insight into the ticket load per product group or team.
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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
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.
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.
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.
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.