XL EDS: Chronopost’s subsidiary rolls out Zendesk x Diabolocom in record time

XL EDS is a last-mile delivery company specializing in heavy and bulky items, working for major home improvement and furniture brands, for example. The company joined Chronopost in December 2023. Following this change, XL EDS director Jean-Gilles Henaut tasked Claire Iriart, Head of Customer Service & Dispatch at XL EDS, with streamlining the number of customer service tools, centralizing information, improving tracking and boosting efficiency. Supported by Chronopost’s procurement department and Alessia Cauvin (project manager at XL EDS), she issued a request for proposals and selected the Synolia x Zendesk x Diabolocom consortium to deliver the project… in record time!

So when the contracts for these various solutions were due to expire in May 2025, the matter became urgent. Chronopost tasked Claire Iriart with issuing an RFP to unify the customer service platform.

The XL EDS brief

A unified customer service platform covering tickets, email, telephony, WhatsApp and chat.

The procurement department then issued an RFP based on the requirements document provided by Claire Iriart, to find an all-in-one platform that would let her track requests, team workload and claims in one place. Of the responses received, the one from Synolia, Zendesk and Diabolocom was the only proposal that brought all communication channels together in a single workspace for users.

Synolia x Zendesk x Diabolocom

Chronopost’s management and the head of customer service quickly leaned toward Synolia’s proposal, which offered Zendesk integrated with the Diabolocom telephony solution.
Zendesk, the market leader, offers many options and flexible configuration that easily adapts to the company’s needs. The solution also won them over with its modern, intuitive interface, which makes it easier for teams to adopt and use every day.
Diabolocom, the European leader in contact center solutions, has developed an intuitive cloud telephony solution for users. Natively integrated with Zendesk, it gives XL EDS smart qualification of customer calls and automated routing to the right person.

Synolia was in charge of overall project management. Our team handled coordination and communication between the XL EDS, Zendesk and Diabolocom teams and made sure the technical solutions integrated seamlessly, all while meeting tight deadlines.

Implementation in record time

The Synolia and Diabolocom teams were highly responsive. Time was tight, and we had to respond to the RFP in less than three weeks. The Chronopost/XL EDS teams then held an intensive week of vendor presentations before making their decision and choosing Synolia to roll out Zendesk with the Diabolocom integration.

The XL EDS teams worked closely with Chloé Germain, Zendesk/Diabolocom project coordinator at Synolia, who guided the teams through functional and technical workshops and delivered the project in just one month.

Our support: kick-off, functional & technical workshops, specifications, steering committee with management at the end of the scoping phase, Zendesk/Diabolocom configuration, admin & user training, weekly meetings throughout the project, go-live, application maintenance.

Team training and support: key adoption drivers

XL EDS team training took place ten days before launch, in small groups by department, and was coordinated with Diabolocom. The launch happened on schedule, and post-launch support (application maintenance) made it possible to answer Claire Iriart’s questions and fine-tune a few points.

Better collaboration, greater efficiency and better customer service management

The teams welcomed the project, seeing it as a relief compared with the previous platforms.

Rolling out Zendesk made it possible to centralize requests and ticket management, and to set up rules that automatically assign tickets to the people in charge of each customer.

As for exchanges with delivery drivers, no more information getting lost in WhatsApp conversations with countless drivers! Agents now have a dedicated WhatsApp conversation with each driver, integrated into Zendesk, so any agent can pick up a conversation.

Thanks to the integrated chat, all exchanges with customers and drivers are now centralized and logged in the solution. A considerable time saver that lets agents spend more time on written tasks and investigations.

Zendesk enabled significant automation, such as auto-filling certain form fields and using custom ticket statuses for more accurate data.

Finally, the Diabolocom integration lets agents recognize customers through an automatic screen pop of their record, and routes calls intelligently based on the request. Agents have a single workspace to work and make their calls, which improves customer service tracking and reporting.

On the management side, the move to Zendesk has made Claire Iriart’s job considerably easier, allowing her to centralize and automate weekly performance reports for the team and prepare performance reviews with management faster.

Results

Claire Iriart has seen a significant improvement in customer service KPIs:

• First-reply rate on tickets rose from 90% to 93%
• Resolution rate rose from 94% to 97%
• Forms are used for 25% of requests vs. 2% before, reducing ticket qualification time for agents and cutting down on oversights.
• Call answer rate rose from 82% to 89% thanks to Diabolocom’s interactive voice response (IVR), which made fine-grained call qualification possible and offers redirection of non-urgent calls to other channels, including email.
  

And the head of customer service plans to further improve the user and customer experience by exploring more ways to integrate Zendesk with their existing tools (such as Slack), to save even more time and keep improving performance.

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