Case Study: Somero achieves centralized, efficient multi-location customer support with Issuetrak

SOMERO tackling customer support with ease and efficiency

Somero® is a global leader in concrete leveling equipment, serving major customers like Amazon, BMW and IKEA. Facing a high volume of customer support tickets across three call centers (US, UK, China), Somero needed an automated, visible workflow and a way to track equipment sold to customers by serial number.

They implemented a single Issuetrak system that supports all three call centers while restricting issue visibility by locale, enabled automatic email ticket creation and auto-assignment, and added simple end-to-end workflows plus an Asset Management module for equipment tracking. The result is a centralized, controllable support platform with automatic alerts, faster updates, customizable reporting, and improved service levels for both internal and external customers.

Somero

Roger Kangas

Call Center and Global Parts Sales Manager