CRM Zendesk
Transport and logistics

TDI brings structure to its customer service with Zendesk

TDI develops multi-carrier parcel management software for a wide range of industries. Its strategic position in the supply chain demands rock-solid reliability from its support team. Facing sustained growth and a substantial volume of tickets, the company set out to overhaul its customer service solution to give its users more transparency and autonomy. In this context, TDI relied on Synolia to implement its new customer service solution, Zendesk.

Speeding up ticket management

Founded in 1999, TDI is a B2B software company with around a hundred employees. The group provides a solution that lets its customers manage their parcels across multiple carriers, making it an essential link in the supply chain. Its software includes a very large catalog of pre-integrated carriers and serves a wide variety of industries, from fashion to auto parts and pharmaceuticals.

Because it plays a central role in its customers’ shipping processes, TDI’s support team faces high expectations for speed and accuracy. The company therefore faced several challenges: handling a large volume of tickets, standardizing how requests are processed and freeing up time so agents can focus on the most complex cases.

To overcome these obstacles, TDI set out to rebuild its customer service platform, move toward data-driven management and explore the automation opportunities that AI offers.

The TDI brief

A customer service solution to structure and speed up ticket management.

Objectives and specific requirements:

  • Centralize and modernize the management of all customer requests for better traceability.

  • Give customers a dedicated portal to create and track their tickets with full autonomy and transparency.

  • Establish a rigorous framework for customer relationship management by applying SLAs (service level agreements), which the previous tool could not do.

  • Have built-in reporting tools to monitor support activity and build meaningful dashboards.

  • Explore artificial intelligence features to automate tier-1 responses and assist agents in resolving tickets.

To reach these goals, TDI sought support from an expert in the technical deployment of Zendesk.

Synolia x Zendesk

To carry out this transformation, TDI chose to build on Zendesk and naturally turned to Synolia, an expert integration partner for the solution. Our support unfolded in several key phases, building a more efficient and responsive customer service operation.

 

Synolia and Zendesk logos

Scoping needs and aligning them with Zendesk’s capabilities

Before the rollout, Synolia helped TDI scope its needs and expectations and match them against Zendesk’s native capabilities. This clarification phase defined the project scope, identified functional priorities and laid the groundwork for a structured support operation, while leaving TDI plenty of room to take operational ownership of the tool.

Team training and fast upskilling

Synolia trained the teams with a two-pronged approach:

  • users: to use the tool effectively day to day,
  • administrators: so they can configure and evolve Zendesk on their own.

Thanks to this targeted training, TDI’s teams quickly built their skills and took ownership of the solution, becoming fully autonomous in using and administering it.

Ongoing support on complex topics

Once the teams were up and running on the tool, Synolia remained available for support, especially on the most complex or technical topics. This on-demand support brought an expert perspective to specific cases and helped the teams get the most out of Zendesk’s advanced features.

Toward greater operational efficiency

The project allowed TDI to deliver on its ambitions for customer experience and operational efficiency.

  • Greater customer autonomy: the new online customer portal has given users more transparency and autonomy, reducing manual requests to agents.

  • Data quality and performance management: structuring data in Zendesk’s reporting tool now ensures precise monitoring of support activity.

  • Faster resolution: automating repetitive tasks and the handling of simple requests makes it possible to manage a high volume of tickets and shorten response times.

  • A more rewarding agent role: automating repetitive tasks helps agents build their skills and refocus on complex situations where human expertise is essential.

 

“If I picture the ideal customer experience three years from now, AI would act as an intelligent copilot: it would instantly handle simple requests, point customers to the right answers and even anticipate some of their needs. But people will remain at the core: our support teams would step in on complex situations, where expertise and personal relationships make all the difference. In short, an experience where AI speeds things up, simplifies and personalizes, and where people keep all their value.”
Julien Jung , Head of Customer Support, TDI

 

Conclusion and outlook

TDI’s priorities for the coming years are rooted in a continuous improvement approach. The company wants to keep simplifying the customer experience and gradually integrate AI to resolve requests even faster.

Synolia supports TDI as it consolidates these gains and makes the most of its Zendesk ecosystem going forward, ensuring that AI adoption serves its CX strategy by putting efficiency and added value at the heart of every interaction.

 

Want to learn more about our customer service projects? Contact Synolia, your Zendesk partner agency!
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