Dexion uses Freshdesk to unify and scale operations

The company

With over 70 years experience in racking and warehousing solutions across Australia, New Zealand, Asia and the Middle East, Dexion delivers the world’s best products and management systems for safety, space optimization, security, and profitability. The company also provides customised training, state-of-the-art design, active research and development, and rigorous product testing, supporting its position as a leader in warehousing solutions.

Moving from siloed to unified support

As a leading global storage solutions provider, Dexion solves material handling challenges for customers from their warehouses to their offices. Several teams at Dexion use Freshdesk to improve their day-to-day operations, from sales and services to engineering and design.

Dexion needed a new approach to improve internal operations, from managing sales requests to engineering and design processes.

The company did not have a unified ticketing system in place. They relied on a combination of emails and service desk software to handle requests and manage escalations. However, this system was heavily dependent on individuals relying on tribal knowledge to solve issues. The inefficiencies in the system eventually led to poor customer service and unhappy customers.

“Freshdesk best serves our internal teams for improved visibility into requests and thus enhances productivity,” says Micu. “Our field teams use Freshdesk because they receive a large number of requests via email when they are on the go. Every team has their own business requirements based on how they use Freshdesk—whether it's related to rule automations, servicing based on SLAs, training of end users, or setting up of escalation systems.”

Putting the customer first

The business process engineering team at Dexion was tasked to solve this problem. The IT team evaluated multiple leading products including Zoho Desk, Jira Service Desk, and Freshdesk. The team wanted a system that could address requests on time, report on critical events and escalations, and improve overall efficiency and productivity.

“Freshdesk became a unanimous choice because of the simplicity of the product, its ease of use, and more importantly, the custom help-center for end-users”, says Merrill. After several months of using Freshdesk, Merrill and his team experience many benefits:

• Visibility so no request goes unnoticed

• Reporting on resource utilization

• Escalation management when things don’t go as planned

• Improved efficiency and productivity for teams and processes

• Better customer service

• Customizable workflows to match business processes