Zendesk
Wholesale & distribution

Delsey Paris brings its customer service on board with Zendesk

Founded more than 75 years ago through the merger of Delahaye and Seynhaeve, Delsey Paris is a company specializing in leather goods and luggage design. An ambassador of French elegance and craftsmanship, Delsey Paris is also an innovator: it invented the first hard-shell suitcases and the first trolley suitcases.
Today, Delsey Paris sells its luggage worldwide: in its own stores, through authorized retailers and online (e-shop and marketplaces). To deliver a premium experience to its customers whatever the purchase channel, the brand is betting on customer service. When she joined the company, Assiba Kaci, Head of Customer Care, turned to Synolia x Zendesk to professionalize how customer requests are handled, and much more…

The Delsey Paris project is…

  • A project to professionalize the handling of customer requests (centralizing requests in a ticketing tool, harmonizing handling processes, analyzing requests)
  • A company-wide project that, beyond customer service, provides a solution for handling internal team requests

“I was hired at Delsey to run customer care. After a major audit, it seemed essential to professionalize how we handled customer requests with a ticketing tool. Quite simply because we didn’t have one! We were managing requests the old-fashioned way, through Outlook inboxes.”
Assiba Kaci, Head of Customer Care, Delsey Paris
“I was looking beyond the scope of customer service, with other internal teams using the solution as well.”
Assiba Kaci, Head of Customer Care, Delsey Paris

The challenge

Professionalize customer service and rally Delsey Paris teams around this company-wide project, which also benefits other departments.

Synolia x Zendesk

Assiba Kaci opted for Zendesk, a solution that is easy to pick up and already proven by many companies. The solution also benefits from extensive knowledge sharing online, which makes it easy to become self-sufficient.
Finally, Zendesk can be rolled out to other departments (after-sales service, sales administration, transportation, etc.) to manage internal requests, with tailored forms and knowledge bases.

“Zendesk is a tool that requires configuration. That’s why it was important for us to be supported by specialists like Synolia.”
Assiba Kaci, Head of Customer Care, Delsey Paris

Key points of the Delsey Paris project:

  • Thorough preparation and strong team involvement in the project! Zendesk is not a magic tool. Before going live, the solution required substantial thinking and process modeling to precisely meet the teams’ needs.
  • Test & learn, every day!

Results

“Handling times have dropped dramatically. We went from several days to just a few hours for the first contact. We also know why our customers contact us, which lets us work on customer experience improvement projects to keep reducing the number of requests and improve our response times.”
Assiba Kaci, Head of Customer Care, Delsey Paris

 

Delsey moved from handling requests in each agent’s Outlook inbox to a system that centralizes customer requests (email) in a dedicated tool. As a result, the company’s customer service has significantly improved its productivity.

“Today, our customers can reach us by email and phone. But thanks to Zendesk, we are considering opening other channels such as WhatsApp and integrating the chatbot.”
Assiba Kaci, Head of Customer Care, Delsey Paris
“In 2023, we also activated Zendesk’s advanced AI module. It is a real plus in helping agents handle requests more efficiently.”
Assiba Kaci, Head of Customer Care, Delsey Paris

 

Since the tool was rolled out, customer service has also been able to provide much higher-quality, more consistent answers, with standard, customizable response templates. In addition, analyzing requests (quantitatively and qualitatively) helps identify recurring issues, bugs on the Delsey website or on marketplaces, and so on.

Employee comfort has also greatly improved. Today, nobody would go back…

“Zendesk is clearly one of the things to put in place to improve employees’ quality of life at work.”
Assiba Kaci, Head of Customer Care, Delsey Paris
Share this case study:

Discover our other references