Hiflow increases customer service productivity by 46%.

Hiflow is one of France's three leading vehicle conveyor companies.

The story began in 2012 with LuckyLoc, the first 1 euro car rental service. This service enables private individuals to rent a car virtually free of charge, and rental companies to ensure they always have the right number of vehicles in the right places. With the creation of the Expedicar service, the company opens up the professional courier market and boosts business tenfold.

‍Expedicarand LuckyLoc become Hiflow in 2019 to conquer Europe. So, with nearly 10 million euros in sales achieved and 1,500 well-known customers (PSA, Saint Gobain, EDF, Hertz, etc.), Hiflow has no intention of stopping there.

‍Hiflow's operational challenges

‍Byorganizing its offering around different services, Hiflow's operations have become inherently complex. In fact, this marketplace welcomes 4 stakeholders: professional and private customers, conveyor and transport service providers.

‍Firstof all, on the demand side, professionals and private individuals can have vehicles moved within 48 hours anywhere in France. While on the supply side, this implies a dense, reliable and responsive network of professional and private carriers. As a result, Hiflow is able to handle support requests from up to 4 different contacts, via a multitude of communication channels, with customer service constantly striving for operational excellence.

‍Customerservice is organized into three entities . First of all, the BtoC division for private customer requests. The logistics department for invoicing and operational follow-up of delivery operations. The Service Provider Quality Center to handle claims and quality cases. This last division, which accounts for a third of the workforce, handles complex tickets. It also has to comply with a number of internal processes for reporting cases and handling them quickly and efficiently.

‍Lamise en place de Mayday

‍Itwas against this backdrop that Hiflow turned to Mayday. Étienne, in charge of tooling and process structuring within this team, took charge of setting up Mayday. First, he defines a mapping of all the scenarios and issues that a service agent may encounter. Étienne then creates diagnostics detailing the resolution process for each problem. Étienne adds to each step with comments or articles, and enriches the content with links to more detailed elements of the knowledge base. Finally, he gives the magic mention to the most frequently used answers and help content. This enables agents to access them at the click of a button. Finally, Etienne integrates Mayday directly into Zendesk so that the whole division can benefit from it.

With Mayday, Etienne has seen an 80% reduction in onboarding and training time for new recruits . From 3 weeks to 3 days. Combined with an overhaul of internal processes, Mayday has reduced ticket resolution times and achieved 46% productivity gains in customer service.

‍Subsequently, the tool was extended to the BtoC and logistics divisions, enabling all support staff to benefit from it. Within the logistics team, which also deals with invoicing requests, Mayday enables tickets to be resolved more quickly, new people to be trained very quickly to catch up on certain tickets, and inbox zero to be achieved!

"Mayday is simple, complete and intuitive! The fact that our staff were able to get to grips with it straight away enabled us to rapidly and significantly boost our level of customer service and optimize communication with our service providers."
Nicolas Thouvenin | Operations Team Leader & International Rollout Manager at Hiflow

‍Maydayand Zendesk for powerful synergies

‍Inaddition to customer service productivity gains on training and resolution times, Mayday's integration into Zendesk offers new analytics possibilities. Starting with the precise qualification of each interaction. One of Mayday's specific features is to associate a series of tags with each diagnosis or help content. In this way, agents can qualify each conversation as they use Mayday. What's more, it's totally painless!

‍Eachconversation is now categorized on a granular basis.Operations and Product teams have a clear, real-time view of customer feedback. This data is also associated with statistics such as recurrence, complexity or resolution time.

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This graph shows the average resolution time (ordinate) as a function of the number of hits (abscissa). The diameter of the bubble represents the time to first response. It thus enables managers to understand which problems are the most recurrent, the longest to resolve (height of the bubble) and the most tedious for customer service agents (high diameter).

‍Thewidest and highest bubbles are therefore the problems whose resolution must be prioritized to the product or operations. In this way, Hiflow progressivelyreduces the contact rate and maximizes customer satisfaction.

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If, like Nicolas Thouvenin, you are a customer relations professional and would like to set up a knowledge base, schedule a demonstration of our tool with our expert team today!