- Client: Asendia, a major player in e-commerce and global mail
- Sector: Logistics / Transport / Distribution
- Objective: Secure customer data, improve the efficiency of customer support at a global scale, and deliver a personalized experience in every region.
- XPCloud solution: Zendesk integration — international, multi-subsidiary project
“We have regained user trust … and even a smile. Thanks to XPCloud, we now have a unified, secure, and high-performance tool to manage our customer support globally. The tailor-made support and quality of collaboration were decisive in making the project a success.”
Nazim Rahim
Client Needs Analysis
Asendia, a joint company between La Poste and Swiss Post, operates in over 200 countries via 17 subsidiaries. In 2023, many technical incidents weakened the performance of their customer support. Their internal teams were facing rising dissatisfaction, due both to tool instability and to the volume of tickets — up to 10,000 tickets per month.
Their previous CRM platform no longer met the group’s requirements: there was data loss, a lack of visibility on interactions, and insufficient flexibility to adapt to regional specificities.
The XPCloud Response: A Global Zendesk Platform
In response to this diagnosis, Asendia launched a call for tenders involving four providers. Zendesk, together with XPCloud as integrator, was selected for several key reasons:
- An intuitive platform that users can adopt quickly
- A security level aligned with Asendia’s requirements (SSO, API Gateway, access management)
- Compatibility with existing systems (CRM, tracking tools, global IT landscape)
- High customization capability to adapt to the specificities of each region
- The transparency, methodology, and expertise demonstrated by the XPCloud teams
The project began with a pilot subsidiary deployment in February 2025. XPCloud organized demonstrations at times suited to the European and APAC zones, developed several custom connectors, and provided region-specific training for each area.
Concrete Results: Immediate and Measurable Impact
Within four months:
- 13 subsidiaries onboarded on a shared but customizable process
- Nearly 40,000 tickets handled since launch
- +20% of licenses deployed in the first weeks
- A tool that has become a reference internally, replacing Outlook and old local CRMs
- 100% availability, with no downtime
- Shorter resolution times and re-energized, committed teams
The Zendesk platform has given Asendia a new dynamic:
- Agents now benefit from a stable, organized, and automated environment
- Tickets are better categorized, prioritized, and automatically followed up when needed
- Managers have consolidated data to steer performance
- Subsidiaries have a solution that matches their local reality while fitting into a global CX strategy
“This project was ambitious, multicultural and structuring. Thanks to XPCloud, we were able to offer each subsidiary a tailored tool, while building a solid global framework. Their commitment, flexibility and support were key levers for our success.”
Kanchana Mohanadas, Customer Experience Manager, Asendia
Looking Ahead: AI and Automation
Asendia is currently piloting the integration of intelligent chatbots, with an initial use case centered on parcel tracking. The objective is to reduce incoming tickets by 70%, refocus teams on more valuable claims, and provide end customers with immediate responses.
The next steps? Integrating the parent companies’ systems, monitoring SLAs, automating data analysis, and paving the way for an AI-augmented CX strategy.
Customer testimonial
This project was ambitious, multicultural and transformative. Thanks to XPCloud, we were able to provide each subsidiary with a tailored tool, while establishing a solid global framework. Their commitment, flexibility and support were key drivers of our success.
We have regained the trust of our users… and even their smiles. Thanks to XPCloud, we now have a unified, secure and powerful tool to manage our customer service on a global scale. The tailor-made support and quality of collaboration were key to the success of the project.
An international project, managed with efficiency, commitment and agility.
Thanks to close collaboration between the teams at Asendia, Zendesk and XPCloud, this ambitious rollout has unified and secured global customer support, while respecting the specific needs of each region.
A big thank you to Asendia for their trust and involvement throughout this project!