GNFA – Customer Service Transformation

• The client: GNFA, a specialist in the automotive training sector.
• Requirement: Improve the customer relations centre to optimise request management and customer satisfaction.
• XPCloud solution: Integration of the Zendesk solution

Analysis of customer needs

As a player in skills for the Automotive Services sector, GNFA is involved in 5 main areas of expertise:

• Maintenance
• VN/ VO sales
• Bodywork / Paintwork
• Parts and Service
• Cross-disciplinary expertise

In a few figures, the GNFA is :

• + 60,000 professionals trained every year
• + over 100 work-linked training schools throughout France
• + 300 training and consultancy staff
• 13 training centres throughout France
• 350 employees

GNFA’s ambition is to offer high-performance services that create value for companies and guarantee employability for their employees.

Our objectives

The aim is to put in place a robust solution that improves not only employee satisfaction, but also the operational efficiency of the teams.

The project at GNFA is designed to achieve several strategic objectives:

Improving customer satisfaction

To provide a seamless user experience through a user-friendly and efficient interface, thereby increasing employee satisfaction.

Optimising request management  

Implement automated processes to reduce request processing times, enabling incoming requests to be handled more efficiently.

Increased productivity

Thanks to advanced tools such as real-time monitoring, statistical reports, automated request routing and task and business process management, teams can better manage their workload and optimise their performance.

Specific needs identified at GNFA

GNFA’s main needs include

Centralisation of communication  

Use of Zendesk to effectively manage email, form and telephone communications, with an integrated help centre for easy access to information.

Systems integration

Connecting Zendesk to Assetsonar for optimised asset management and Sweethawk for task management, ensuring smooth day-to-day operations.

User training

Ensuring that agents, managers and administrators are fully competent in using the new platform to maximise its effectiveness.

Solution proposed by XPCloud: Zendesk

XPCloud is offering GNFA the Zendesk solution for optimised management of customer interactions, incorporating sophisticated ticket distribution tools, comprehensive training for all users, and advanced monitoring and reporting functionalities.

Efficient management of customer interactions

Zendesk offers sophisticated tools for intelligent ticket distribution and seamless workflow management. Integration with existing tools enables improved management of customer data and efficient response to requests.

In addition, the addition of complementary modules from the Zendesk marketplace, such as Assetsonar (asset management) and the Sweethawk suite (task workflow management, calendar, etc.) adds the additional functionality needed for smooth, efficient processing.

Training and customisation

XPCloud offers comprehensive training for all levels of users, ensuring a smooth transition to the new system and rapid adoption by all stakeholders.

Advanced monitoring and reporting tools

Zendesk’s advanced features enable GNFA to monitor performance in real time and gain accurate insights through detailed reporting.

As an integrator, XPCloud customised and implemented the Zendesk solution for GNFA, aiming for a digital transformation aligned with their strategic objectives.

Customer testimonial

As Head of Information Systems at GNFA, I have witnessed the significant transformation of our service centre following the integration of the Zendesk solution, orchestrated by XPCloud. This project was ambitious and required close collaboration between our IT departments, as well as the technical and functional expertise of XPCloud.

Thanks to uninterrupted access to the Zendesk environment and the total commitment of the teams on both sides, we were able to define and parameterise a solution that met our expectations perfectly. The handling processes have been optimised, and the careful choice of theme and colours for the help centre reflects our brand identity while making it easy for our users to use.

The management of the project was exemplary. Milestones were met with a firm commitment to deadlines, which provided clear visibility throughout the project and ensured that all requirements and content were understood and agreed. The integration of Zendesk Talk, although complex in terms of documentation and compliance, was managed smoothly and efficiently.

We’re already seeing a significant improvement in customer satisfaction, better monitoring of incoming requests, and an increase in the efficiency and productivity of our teams. These improvements contribute directly to our mission of meeting our employees’ expectations.

Thank you to XPCloud for their professionalism.

 

Michel RAUSCH

Information Systems Manager at GNFA

Thank you GNFA for your trust!

This collaboration with the customer’s business teams means that GNFA benefits from a robust, user-friendly and scalable solution, optimising customer satisfaction and operational efficiency. GNFA can now manage customer relationships more effectively and increase the productivity of its teams, while ensuring a smooth transition to this new platform.