Case Study: Omest streamlines multilingual logistics support with Desk365

Omest streamlines 600 daily support requests with Desk365

Omest, a forwarding and logistics company, faced challenges managing a high volume of customer support requests using Outlook. Their eight-person team received up to 600 daily tickets without a centralized system, leading to an unstructured, first-come-first-served process. After evaluating 20 tools, including Zendesk, they sought an affordable and easy-to-use helpdesk platform from a vendor like Desk365 to bring order to their operations.

Desk365 provided the solution by enabling Omest to create two separate helpdesk instances for their B2B and B2C customers, allowing for distinct workflows and processes. The platform helped them standardize ticket management, integrate with their systems, and streamline multilingual support across Europe. While specific metrics like increased efficiency are implied, the key result was the professionalization of their support operation, replacing the chaotic email system with a structured, manageable process powered by Desk365.

Omest