Case Study: Senneca Holdings achieves scalable, personalized customer support with Help Scout

Senneca Holding - Customer Case Study

Senneca Holdings, a diversified holdings company for specialty doors, struggled to manage customer email across five locations and more than 50 users while using Outlook. Shared inboxes and manual workarounds made assigning tasks, finding conversation history, and covering for absent teammates slow and error-prone, so the team turned to Help Scout for a more transparent, scalable support solution.

Help Scout deployed its shared inbox and collaboration features—multiple mailboxes, conversation history, notes with @mentions, and attachments—and Senneca was up and running within a day. The Help Scout platform gave full visibility into customer threads, simplified searching and internal handoffs, and eliminated the manual processes that delayed responses, allowing Senneca to scale support across 50+ users and five locations without sacrificing a personalized customer experience.

Senneca Holding

Kimberly Adams

Senneca Holding