Industry
Manufacturing
Headquarters
Osaka, Japan
Favorite Features
- Freshchat <> Whatsapp Integration
- Analytics
Products Used
- Freshdesk Omni
About 2 years ago, the air-conditioning manufacturer adopted Freshdesk Omni
Using Freshworks technology, Daikin is transforming its after-sales service, consolidating its position in the Brazilian market.
Results
- SLA Improvement
- More customer loyalty
- Support to Increase sales
Summary
Air-conditioning manufacturer Daikin decided to rise to the challenge of restructuring its after-sales service department just under three years ago. The goal was to improve service by raising the level of service, both within its accredited network (stores, installers, dealers) and for its end customers.
As part of the process of professionalizing its after-sales service department, Daikin contracted Freshworks’ Freshdesk Omni and adopted clear metrics and parameters. It also decided to outsource the agents responsible for direct customer service, with this new call center operation using the technology licensed by Freshworks.
These changes have improved Daikin’s service structure and helped support the expansion of its sales in Brazil.
The Company
Daikin is a Japanese company and world leader in air-conditioning systems for residential, commercial and industrial use. Founded in 1924, it has a presence in over 160 countries with more than 80,000 employees and 100+ production centers. In Brazil, it has had a complete line of products for over 12 years, with an office and technical training center located in São Paulo, a factory in Manaus and showrooms in the country’s main capitals.
The Challenge
For some years, Daikin had an after-sales service department with a small number of employees. With its business in Brazil expanding and sales increasing, the company expanded its After Sales team, but it knew that in addition to having more professionals, it also needed to invest in technology, including customer relationship management and field service solutions. Up until then in Brazil, the company had relied exclusively on an online service order management system for technical support, but communicated with end customers and partners via email and telephone. In other words, communication channels were not clearly consolidated and there were no SLA controls or monitoring.
It was then that the company started looking for systems that could organize tickets, measure and manage SLAs, and provide real-time management reports. After evaluating various suppliers, the company opted for Freshworks’ Freshdesk Omni.
The Solution
Implementation: Setting up service types and parameterizing SLAs was a key task.
Without a legacy system, configuring ticket parameters was the main difficulty in implementing Freshworks’ customer service system. The biggest challenge was to understand and map processes so they could be adapted to the new system, which meant a significant change in internal culture.
The service suite was adopted to assist two main groups: the accredited network, with more than 1,500 partner companies of varied profiles, including product dealers, installers, service and Technical Assistance companies, among others, as well as end customers, including residential and corporate customers.
In December 2022, end customers began to get assistance through an external customer service partner (BPO). Daikin provided this partner with all the technology tools required for the work, including Freshworks solutions.
Integration: Daikin used the Freshchat integration with WhatsApp.
One of Daikin’s favorite features is the integration between Freshchat and WhatsApp, because it is a dynamic tool with a user-friendly bot. The tool allows for adjusting routes and changing flows very quickly.
Analytics: The dashboard provided clear insights, with a forecast of actions to be taken.
Daikin now has access to the dashboard, allowing it to quickly and easily analyze all data from all channels, such as the most common types of tickets, the SLAs for each group and each agent.
The Impact
Freshworks’ Freshdesk Omni has been in use for two and a half years. Since then, Daikin has found that current performance indicators have improved year over year, especially in relation to SLAs.
Ticket volumes are growing at the same pace as sales, but SLAs have improved due to the way customer service groups are organized, continuous follow-up and ticket monitoring. Teams can work on the indicators on a monthly basis via the dashboard, which offers an overview of all cells, making management easier.
Freshworks supported Daikin throughout the process of professionalizing and expanding its after-sales service department, which has helped drive sales and customer loyalty.
“There were intangible improvements, a gain in terms of organization. Today, we have much more transparent customer service resources. The tools themselves have also improved our internal organization and helped us structure service channels. The WhatsApp solution is a major advance, a channel through which we have seen significant growth in the number of contacts. The company’s structure and sales have grown significantly in recent years and our department has been keeping pace. Freshworks’ CRM was vital because we can’t build customer loyalty without state-of-the-art after-sales service”
Partner Involvement
UXB and Daikin have a strong partnership based on transparency and collaboration. By implementing Freshworks’ solutions at Daikin, UXB was able not only to help improve Daikin’ overall customer experience, but also to offer faster and more effective support to its customers. Contributing to Daikin’s growth in Brazil has been a truly rewarding experience for the UXB team.
