Boiron’s information service takes good care of customer relations with Zendesk

The world leader in homeopathy, the Boiron Group has been sharing its one-of-a-kind expertise for 80 years in more than 50 countries. Transparency and information have always been at the heart of the company’s concerns. With this in mind, and to answer all of its customers’ questions, the Boiron Group created the SIB (Service Information Boiron, its information service) in 2004.

A true support hub, the SIB gives healthcare professionals and the general public alike answers to any question about homeopathy and homeopathic medicines.

So that her team could answer all the questions it receives every day quickly and effectively, Noémie Rouach, head of the SIB, turned to Synolia to implement Zendesk.

Step 2: A tailor-made prescription

Before implementing the solution, the SIB and Synolia co-lead several workshops.
The goal: clarify the team’s needs in order to co-build an optimal, tailor-made solution around them.

After several brainstorming sessions, the teams manage not only to identify recurring ticket triggers but also to define the automations needed to respond to them.

Step 3: Implementing Zendesk

Since the SIB needs multichannel support, all support tools are centralized. The goal is for every contact (a question or anything else) to generate a “ticket” in Zendesk.

On go-live day, the SIB’s phone number is connected to Zendesk and the email address is integrated with the solution as well. A contact form is set up, asking for information such as name, email address, requester type (individual, pharmacist, doctor, veterinarian…), phone number and the subject of the information request.

Now, anyone who fills out a form generates a ticket in Zendesk. In addition, email templates promise considerable time savings in ticket handling.

Step 4: Time to take stock

Six months later, it is time for Noémie and her team to measure the benefits of implementing Zendesk. Unsurprisingly, the results are positive!

First and foremost are the time and productivity gains the solution has brought. Naturally, eliminating redundant information and giving relevant answers across all channels are game changers. Noémie Rouach welcomes the improved traceability and the ability to recover all “abandoned” calls that Zendesk provides.

Finally, request analysis is much easier thanks to automatically generated statistics.