Orgadata unites global CX teams with Zendesk and babelforce

Orgadata is a German company that helps manufacturers digitize the production of windows, doors, and curtain walls. Their flagship software product, LogiKal, helps to simplify the transition from design to reality for architects and builders everywhere.

Orgadata’s customer base extends around the world, from the U.S. market all the way to Australia. And, the company is willing to go above and beyond the ordinary to boost retention: by making their customers happy. For this reason, Orgadata’s customer service interactions don’t always play out like your standard support call.

Orgadata chooses quality over quantity

Thomas Otten, Head of Customer Service, doesn’t consider his department as a typical call center; maximizing throughput of incoming calls is less important than taking the time to help customers get the best possible outcomes from Orgadata’s product.

“Customer service is customer loyalty,” he explains. “We want them to stay on our side and for them to know we are doing our best so that they are enabled to do their best.” For this reason, Orgadata’s customer service agents will sometimes stay on the line for over an hour, and need to be available for customers 24/7 wherever they are in the world. However, with international teams based in different locations, the company had been using many disconnected solutions to manage customer service.

“In the very beginning, we had lots of ‘software islands’. And it was not possible to see how the customer was doing. But now we have one system for everything,” says Otten.

This meant that getting the full picture was impossible without tedious manual work. The team wanted a more efficient way to manage customer data and requests, without having to work with multiple systems. And with a global customer base, they needed a system that could handle different languages and time zones without adding to the workload of agents.

The challenge of uniting global teams

Otten wanted to provide always-on support wherever the customer was in the world. It was clear that the best way to make this happen would be to share the work between support teams in multiple countries. That way, when the German support agents signed off, their U.S. counterparts could pick up where they left off.

He realized that this approach to 24/7 customer service would require a telephony system that would connect agents globally, and leave no support rep or customer in the dark.

Orgadata was already using Zendesk for its CX platform and Premier Support professional services, so Otten and his team asked their Zendesk tech partner for recommendations. Zendesk shortlisted three options, and after a rigorous 160 point comparison, babelforce was Otten’s favorite.

He especially liked babelforce’s compatibility with Zendesk and its ability to consolidate telephony infrastructure in a way that wasn’t possible with other providers. It didn’t take long for Otten to get everyone, including his CEO, on board.

Bridging communication gaps with babelforce

Orgadata began the process of rolling out babelforce in September of 2023. The company started with the larger teams, such as their German support agents, which gave them a blueprint for how to integrate other teams and countries. Now, they have moved on to their smaller teams in France and the Benelux region, and they are excited to soon have every agent using the same platform.

“Every Orgadata person benefits from babelforce. We can all talk about the same problem. Open your browser, type in the ticket number, and then we talk about it,” says Otten.

Better support starts with reliable systems

Otten expects Orgadata’s own software to perform flawlessly, and he expects the same commitment from every product they work with. Stability and reliability are non-negotiables which Zendesk and babelforce have lived up to.

With the old telephony system, stability and sound quality left much to be desired. By contrast, babelforce runs without issue and offers improved sound quality. Voices are clearer and everything is more stable, so Orgadata’s agents can focus without interruption.

Automated ticketing in Zendesk

Juggling calls and Zendesk tickets used to be disjointed. Whenever an agent received a call, they would have to go through the cumbersome process of manually creating a new ticket and entering customer details while simultaneously trying to listen to the customer on the end of the line. This balancing act took the agent’s attention away from the problem they were solving for the customer.

Now, when a call comes in, a corresponding Zendesk ticket is automatically generated with all the necessary customer information included. And whenever a customer calls back, everyone has access to the same info. No explaining previous conversations or having to rehash old problems–it’s all there in the system.

A clear, unified view

For Otten, the most immediate benefits of integrating babelforce with Zendesk is his newfound level of clarity–one that was previously unattainable.

Before, all Orgadata global teams were using disparate software solutions, which created a fragmented and sometimes confusing view of their customers. Now, instead of sifting through a patchwork of systems for the full picture, Otten has a singular, unified view. He can see real-time data on call volumes and customer data, making it easier to identify patterns and analyze trends.

“The babelforce and Zendesk system setup brings me a clear view and action points. I have much more information that I can work on,” he says.

What’s in the future?

From the get-go, Orgadata’s collaboration with babelforce and Zendesk has been a catalyst for change, so the team is excited to discover what these platforms can do for their business next.

Otten would like to explore AI more to help them automate some simple tasks. However, he firmly believes that the personal, human element remains indispensable. Orgadata has always treated its customers like friends, and they want to keep things this way. Using babelforce and Zendesk, they can continue to build these loyal customer relationships, while giving agents all the time they need to focus on valuable conversations.