Fragmented customer contact: Outlook and separate systems gave no overview.
No clear workflow: Work distribution and follow-up did not run in a structured way.
Limited reporting: No insight into performance or opportunities for improvement.
No omnichannel support: WhatsApp and chat were missing as contact channels.
Central ticketing system: One environment for all customer queries.
Smarter division of labour: Automatically distribute tickets based on capacity.
Real-time reporting: Understanding performance and bottlenecks.
Integrating modern channels: Support for WhatsApp and chat.
Support & strategy: 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.