The Cacaolat Challenge, after an important organizational change, began in 2020 the digital transformation of the company to improve both internal IT processes and customer service.
On this, Optima Solutions has been chosen by Cacaolat as a technology partner with the aim of implementing Freshdesk technology and thus improve the service experience of its consumers.
“Optima Solutions has successfully helped us to channel and organize our consumers’ queries to optimize the work of our team and thus be able to offer a more agile and personalized service with Freshdesk”, explains Arnaud Michelet, IT Manager at Cacaolat.
search requirements
The beverage company was looking for a quick-to-implement technological solution that would allow it to deal with queries and incidents about its dairy products centrally.
The queries generated after the distribution and sale cycle in the Retail and Horeca channel by the final consumer had to be categorized according to their nature: queries about the product, labeling or presentation, queries about ingredients and intolerances or information on product availability .
The challenge was to provide a better response to queries related to its Cacaolat milkshake product range and its Letona milk brand. In addition, the company needed to centralize and automate service processes and flows to achieve greater productivity and improve the operations of the Customer Service team.
To coordinate and streamline the team’s work, an important requirement was to automatically redirect and assign all queries and incidents to those responsible for their resolution: reception agent, quality agent or office manager.
Freshdesk technology
The Cacaolat Solution opted for the implementation of Freshdesk technology by Optima Solutions, which, as Preferred Solutions Partner in Spain, has undertaken a personalized project to obtain maximum performance from the customer service solution.
Improving the service levels of the beverage company involved organizing incoming queries by applying different SLAs and monitoring their follow-up to optimize response times.
Success story Cacaolat relies on Optima Solutions to improve the care of more than a million consumers
Optima Solutions was in charge of configuring the ticketing solution to centralize all incoming requests in a single point with an accessible categorization to speed up consumer interaction. A detailed classification by reason for consultation and categorization of more than 20 types of product its range of shakes and milk in its different packaging formats.
In addition, the possibility in Freshdesk to generate automatic response notifications to consumers simplified operations and significantly reduced the workload of the customer service team, while keeping consumers informed at all times about the status of their query.
At the same time, the customer service solution made it possible to obtain a single, centralized view of all the interactions carried out, obtaining a tracking of each “Consumer Journey”.
Cacaolat success story
Another of the decisive requirements in the choice of technology was its ability to analyze and exploit the data. This allowed the beverage company to measure the efficiency of its service, analyze repetitive incidents and establish areas for improvement.
In addition to configuring automations in terms of service flows, notifications and assignment of queries, Optima Solutions customized the Freshdesk frontend visible to consumers with the Cacaolat brand image. Results:
- Greater agility in response times
- More fluid communication with the consumer
- Increased productivity through automated and monitored customer service processes
- Obtaining a centralized tracking of all the queries of a consumer
- Greater control over responses by managing personalized SLAs by type of query
