Goodspeed prioritizes fast response - 95% of inquiries are resolved within the first hour.
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About the company:
Goodspeed is a leading provider of refrigerated transport services, supporting dietary catering companies, food manufacturers, and pharmaceutical businesses. With nearly 15 years of experience on the market, the company has steadily expanded its delivery network and service coverage. Today, Goodspeed operates in Poland’s largest urban areas, including Warsaw and its surroundings, Trójmiasto, Wrocław, Poznań, Kraków, the Silesian Metropolis, Szczecin, Gorzów Wielkopolski, Bydgoszcz, and Toruń.
The situation before implementing Thulium:
Before implementing Thulium, Goodspeed primarily relied on Outlook, where two separate mailboxes were used depending on the region related to the customer's inquiry. This approach proved to be inefficient, especially with a high volume of incoming emails, leading to missed tickets and the inability to monitor workload intensity.
Main challenges prior to implementing Thulium:
- Lack of a reliable method to track the number of incoming tickets,
- The need to categorize inquiries, e.g., by location,
- The need for reporting and assigning tickets to specific employees,
- Overall disorganization and lack of control over the volume and structure of customer inquiries.
The primary goal was to streamline workflows and gain control over the ticketing process, ensuring that customers would receive accurate responses. Additionally, the company sought to track email volume, assess whether additional staff were needed, identify the most common customer queries, understand recurring delivery errors, and determine which regions were most affected.
Solution: Goodspeed decided to implement Thulium in order to optimize the ticket handling process.
At Goodspeed, email is the main channel of communication with our customers. Thanks to Thulium, we finally have an organized ticket database with easy access to key information such as the subject of the inquiry, its status, or the customer's name. This allows us to resolve customer issues much more efficiently. As a result, 95% of tickets are closed within an hour.
Dominika Laszczyk, Customer Service Manager at Goodspeed
Thulium implementation:
Goodspeed decided to implement Thulium - a Contact Center tool for managing customer communication. The decision to implement it was primarily driven by the need to streamline ticket handling and leverage the advanced CRM and reporting system.
The implementation process included:
- Integration of the email channel and CRM,
- Automation of tasks and processes, which significantly reduced response times to customer inquiries,
- Setting up reporting parameters to effectively monitor performance.
The initial implementation of Thulium took a few days and included the option for a free trial of the tool. However, the process of integrating the tool into the company and fully utilizing it took six months, uring which the tool was configured specifically to meet Goodspeed's needs.
Thulium provided us with the ability to clearly identify areas where we need to improve our operations and gave us a tool to respond to our customers' inquiries much more quickly.
Dominika Laszczyk, Customer Service Manager at Goodspeed
Benefits of Implementing Thulium:
Thanks to the integration with Thulium, Goodspeed has gained an advanced tool for managing all communication channels in one place. What improvements have been made?
- Optimization of customer service department working time: With the Thulium integration, the customer service team is able to assist and respond to customer messages more quickly.
- Monitoring and reporting: Access to reports on agent performance, their efficiency, and inquiry topics based on location helps quickly identify limitations in workflows and address them.
- Categorizing inquiries: This feature allows monitoring the most common inquiry topics and supports the analysis of recurring problems.
- The built-in CRM enables efficient management of the customer database, automatic addition of new customers based on incoming messages, and the setting of notes and priorities for specific clients.
- Contact history:: By gathering information and archived communication with clients in one place, the company can more easily and quickly provide necessary advice or assistance.
We are confident that whenever we call the Thulium Helpline, we will receive a clear response with instructions for implementing changes, and if a new configuration or account modification is needed, someone will contact us.
Dominika Laszczyk, Customer Service Manager at Goodspeed
Results in Numbers:
Numbers speak for themselves! Thulium has definitely helped accelerate customer service and data collection in this area.
Our greatest achievements include:
- 73% of all inquiries are resolved on the first contact.
- he average response time to inquiries is only 27 minutes.
- Only ⅓ of inquiries require follow-up, and 95% of them are resolved in less than 60 minutes.
The use of advanced reporting and automation allows Goodspeed to continuously develop its Customer Support department, which is reliable and quick in its operations.
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