Structure, automate and industrialize customer support to support growth
Homepilot is the iad group's rental management service, combining real estate expertise with the best technological tools to optimize rental investments for landlords.
Faced with a lack of structure, limited productivity and blurred performance visibility, Homepilot called on Customerz to professionalize its support management, optimize Zendesk and lay the foundations for a scalable organization.
The mission
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Our support
Audit
- Analysis of the Zendesk instance, team interviews and immersion in existing flows to identify friction points and build an optimization roadmap.
Workflow optimization and automation
- Reorganization of workflows and routing rules to streamline request processing and ensure better load distribution.
Structuring reporting and KPIs
- Implementation of automation, macros and simplified processes to improve team efficiency and support growth.
Team training
Feedback
Homepilot is the iad group's rental management service, combining real estate expertise with the best technological tools to optimize rental investments for landlords.
His targets:
Landlords wishing to delegate the management of their property.
Faced with rapid growth, Homepilot identified obstacles to structuring and optimizing its customer support. With neither the time nor the skills in-house to carry out these improvements, they turned to Customerz.
The aim was to :
- Set up a structured framework to support the ramp-up.
- Optimize request processing and routing for greater efficiency.
- Automate processes and streamline teamwork.
- Define clear reporting to manage support activities.
Thanks to this support, Homepilot was able to optimize its customer service and lay the foundations for a scalable organization.
Customerz restructured, optimized and simplified processes and workflows across all business lines, in particular by managing and optimizing workflows on Zendesk. Thanks to their expertise and mastery of thetool, they brought an innovative approach by :
- Analyzing data from incoming requests to identify optimization levers.
- Involving all teams to ensure smooth and efficient adoption of new practices.
- Reinforcing the structure and efficiency of processes, for more precise management and improved operational performance.
Relying on the strength of the team, Antonin and Laurent filled our gaps with their expertise. They were able to integrate and become operational very quickly. Their outside view and availability are a real strength. Today, Homepilot has a clear vision of the customer support business.
Refining automation: taking intelligent sorting and processing of requests a step further...
Enhance the customer experience: further optimize response times and service quality...
Mission deliverables
At Customerz, we combine these strengths within a structured team to guarantee you support that is both human, personalized and performance-oriented.
Your questions
Customerz is a collective of SaaS B2B Customer Experience experts. We help companies structure and optimize their CX strategy through audits, tool integration, training and operational support.
We work with startups, scale-ups and large companies, especially those who want to structure their CX, improve retention and optimize their processes.
With Customerz, you have access to specialized, flexible and immediately operational experts, with a hands-on approach and concrete results.
We offer services tailored to your needs: one-off assignments, long-term support, tool integration or operational reinforcement.
