Interim management assignment to restructure the support team.
Ornikar is a major player in EdTech and driver training.
Structure B2C and B2B support teams, professionalize practices, streamline processes and improve operational efficiency.
The mission
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Our support
Audit & Analysis
- Immersion in B2C and B2B support teams, identification of friction points, analysis of existing workflows, assessment of tools and operational workload.
Interim management of support team
- Implementation of day-to-day management, redefinition of roles, creation of new playbooks, structuring of workflows (in particular CPF and claims), and preparation for outsourcing.
Optimization of B2B/B2C tools & processes
- Overhaul of Zendesk for the B2B team, development of customized tools via Retool for tracking complex requests (CPF, claims), implementation of operational reporting.
Structuring & upgrading skills
- Recruitment and onboarding of a manager, training of teams in new tools and processes, involvement of employees in changes, change management through iterations.
Feedback
Ornikar is a major player in EdTech and driver training. The company offers a 100% digital solution for learning the highway code and booking driving lessons online. It is aimed at two main target groups: students and teachers.
Ornikar needed support to structure an undersized, unmanaged support department with few processes. The company was going through a transformation phase and needed temporary reinforcements to stabilize the organization and build a solid base for the future.
Thanks to an approach combining operational management, team structuring, implementation of tools and overhaul of processes, Customerz enabled Ornikar to turn a corner. The team was strengthened, workflows clarified, and solid foundations laid for the future.
Customerz provided a solid management structure, a clear vision of priorities and a strong capacity for execution. Thanks to an approach combining operational management, process reengineering and the implementation of appropriate tools, Ornikar was able to professionalize its support, gain in efficiency and better control its critical flows (CPF, claims). The team regained clarity, stability and performance.
Pursue continuous improvement of tools, strengthen the team according to volume growth, and monitor KPIs to fine-tune claims and CPF arbitration.
The aim: greater autonomy, greater efficiency and a better user experience.
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.
