CRM Zendesk
Wholesale & distribution

Ninkasi boosts customer satisfaction by 20%

Ninkasi factory: distillery and brewing site

Ninkasi, a melting spot since 1997

Craft beers, homemade burgers and eclectic music are the three specialties that have made Ninkasi a must-visit name in France’s Auvergne-Rhône-Alpes region.

Founded in 1997, Ninkasi is first and foremost an industrial project: a beer and spirits maker. Both a brewer and a pub-restaurant, the company also runs a concert business, with just over 1,000 events a year!

Ninkasi has always strived to give its customers the best possible experience. A warm welcome, a smile and availability are the three watchwords that guide the company’s customer relationship and service.

 

Multichannel incoming requests

Because of its many trades, activities and products, Ninkasi receives extremely varied incoming requests.

The company therefore needed a single management tool to direct each customer to the most appropriate answer, using an adaptive content system.

In short, Ninkasi was looking for a powerful, highly customizable solution that could evolve over time.

Before Zendesk

Previously, the company had no dedicated customer service management solution.

The existing tools (a contact form on the website and a basic FAQ system) were independent of each other, so incoming requests (complaints, information requests, sales inquiries) could not be centralized across channels.

This created several problems:

  1. Teams were losing time: nearly thirty hours were spent handling requests
  2. Customers couldn’t always find a form suited to their request
  3. Teams struggled to build on each other’s knowledge and experience
“We wanted to become more professional, build a real self-service strategy and have a single tool to centralize all our customer requests”
Pierre-François Cialdella, Marketing and Communications Director, Ninkasi

An omnichannel solution for an optimal customer experience

“Zendesk seemed like the most complete solution, and it gives us long-term room to grow. The last thing we wanted was a solution that might become obsolete: Ninkasi is a growing company, so our expectations will change over time, and we need tools that can keep up.”

Which CRM partner?

“Choosing Synolia came very naturally. First, because it was a local player we already knew, and second, because it was the partner with the most expertise in the solution.”

 




Since Zendesk

Thanks to Zendesk, no more concert inquiries landing on the online store!

Ninkasi now offers its customers a single entry point where everyone can easily submit and qualify their request.
The system then directs the customer to the content that best answers their question. An iterative approach that reflects the group’s style.

At the same time, to optimize and personalize the customer experience as much as possible, the teams analyze recurring requests and use them to adapt existing content and create new content.

The goal: expand the FAQ so it becomes more and more comprehensive, and reduce the number of incoming requests by encouraging self-service.

“We now have a single entry point where people qualify their requests, which lets us route them properly. The long-term goal is to redirect people less and less to the contact form and more and more to Guide*”, says Pierre-François Cialdella.

* Zendesk Guide is the smart knowledge base that improves self-service

Many day-to-day benefits

Among the main benefits, Pierre-François Cialdella highlights:

  1. Major time savings thanks to the centralization of all requests: “We’re cutting incoming requests in half!” All the time saved can then be used to optimize and expand the knowledge base, and therefore to improve and personalize the customer experience Ninkasi offers.
  2. How easy it is to integrate into the group’s digital ecosystem (PrestaShop website, CRM, etc.), giving a complete view of every customer who submits a request

On top of that, the teams are discovering a number of unexpected features (not included in the requirements) that turn out to be real answers to Ninkasi’s challenges:

  • The ability to assign customer requests to specific types of people depending on the request
  • Access to complete reporting in a few clicks, showing the time spent handling requests
  • The FAQ system fully integrated into the customer request management solution

 

“We’re starting to get the hang of the tool and realizing there are ways to automate certain things to deliver more efficient, faster customer service”
Pierre-François Cialdella, Marketing and Communications Director, Ninkasi

250

tickets handled / month

75% handled the same day,
100% within the week

From 3.7 to 4.1 / 5

change in average satisfaction rating

for its venues on Google


User experience

On the user side, satisfaction and adoption are there too! The Zendesk solution has been “very well received and adopted […] everyone agrees on the value of the solution!” says an enthusiastic Pierre-François Cialdella.

Constantly improving customer service

Asked “what is efficient customer service?”, Pierre-François Cialdella answers spontaneously and in a few words: “personalized and responsive customer service”.

He explains: “For an optimal customer experience, personalization is essential, there’s no getting around it. The key is to automate answers to simple, recurring requests as much as possible to free up time to handle requests that need a personalized answer in the best possible way.”

In his view, thanks to Zendesk and Synolia, Ninkasi is moving toward this ideal customer service. Pierre-François Cialdella is convinced that Zendesk is on its way to becoming the cornerstone of Ninkasi’s entire customer relationship and an excellent complement to the group’s CRM solution.

Finally, always aiming for continuous improvement, the team is preparing to roll out a customer satisfaction survey. The goal: gather customers’ opinions and wishes to make the Ninkasi experience ever more exceptional.

Watch the video testimonial (in French) of Pierre-François Cialdella,
Marketing and Communications Director at Ninkasi

Watch the video on our YouTube channel

Visuel du cas client Ninkasi représentant une salle de restaurant
"Synolia gave us excellent advice. We had a very clear view of the rollout schedule. When you deploy this kind of solution, you need support that goes beyond simple in-person training, and we were very well supported!"
Pierre-François Cialdella Marketing and Communications Director Ninkasi
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