Supporting the launch of a Care organization

Edflex is an EdTech company specializing in the curation of educational content for corporate training. It enables companies to offer their employees simplified access to quality resources (MOOCs, articles, podcasts, videos) from recognized platforms such as Coursera or OpenClassrooms. Its aim is to facilitate ongoing training, optimize costs by avoiding the creation of in-house content, and improve employee engagement thanks to a flexible, personalized approach. Edflex is primarily aimed at HR and training managers, as well as managers and employees wishing to develop their skills independently.

Edflex was at a strategic turning point in its development, with an urgent need to structure its support service to accompany its growth. Several major challenges lay ahead:

1 -A lack of internal resources: Our teams were already heavily involved in day-to-day operations, making it impossible to carry out a structuring project in-house within the required timeframe.

2- Make decisions quickly: Calling on external expertise provided a neutral and objective diagnosis, facilitating buy-in from all stakeholders and speeding up decision-making.

3- A need for expertise on an unfamiliar tool: The implementation of a new tool required in-depth knowledge to be optimized from the outset, without wasting time learning how to use it.

4- Focus on execution rather than structuring: Rather than mobilizing in-house resources or hiring new staff, Edflex has chosen to concentrate on the run and delegate the build to experts, thus guaranteeing efficient and rapid deployment.

Customerz provided us with a fast, efficient response thanks to three key assets:

Their expertise: Their mastery of best practices in support service structuring and Zendesk configuration enabled us to deploy an optimized solution right from the start. They were able to analyze our processes, identify sticking points and propose appropriate solutions to structure our organization.

Their availability: Customerz was there every step of the way, ensuring tailor-made support and immediate responsiveness. Their constant monitoring enabled us to secure every phase of the project and guarantee a smooth implementation.

Their adaptability: Their personalized approach took into account our specific needs and the constraints of our teams. Whether it was change management, training or workflow optimization, Customerz was able to adjust its method to guarantee a concrete and lasting impact.

Customerz provided us with a solid structure, cutting-edge expertise and a strategic outside eye, all of which were key gas pedals in our project.

We plan to roll out our new process on a massive scale, in order to optimize support management and streamline the user experience. This roll-out will be accompanied by a continuous improvement phase to enrich and evolve it, adjusting workflows and tools according to feedback. Our aim is also to make it scalable, so that it can adapt to our growth and effectively support the increasing volumes of requests.

As part of this dynamic, we will be integrating conversational AI to automate certain interactions and enhance the self-resolution of requests, while guaranteeing human assistance when necessary. Finally, we plan to strengthen our team in line with activity, adjusting resources to ensure quality service and respond effectively to our users' needs.