Case Study: TotalErg achieves 15% faster customer care with Deskero

TotalErg - Customer Case Study

TotalErg, a downstream and retail oil company, faced a challenge in its Fuel Cards division where a high volume of daily customer requests via email, web, and phone was managed inefficiently through a rigid email system. The process was time-consuming for their team of internal and external agents, hindering their ability to provide quick service and support business growth. They implemented the Deskero customer service software to automate workflows and improve flexibility.

By using Deskero, TotalErg gained a flexible system featuring automated ticket assignment rules, customizable response templates, and integrated performance reports. This improved internal coordination and significantly streamlined their processes. As a result, Deskero helped TotalErg reduce average customer waiting time by 15% within a few months, achieve a 93% resolution rate within two days, and improve the overall performance of the customer care team by 15%.

TotalErg