Case Study: HG International BV achieves automated, efficient customer service with SuperOffice Customer Service

HG International BV - Customer Case Study

HG International B.V., based in Almere, produces about 300 specialized cleaning and maintenance products sold in 45+ countries. Its multilingual customer service team handles roughly 10,000 annual inquiries—questions, complaints and refunds—that require detailed product knowledge, so the company needed an automated solution to improve response speed, consistency and overall efficiency.

HG implemented SuperOffice Customer Service to automate intake and build a centralized knowledge bank linked to website contact forms, the Microsoft Axapta product database and product information sheets. The rollout sped up training, enabled faster, more focused responses, automated all contact-form processing, improved oversight of case communication and response times, and delivered reporting by question type and product to identify trends and drive better customer service.

HG International BV

John Zentveld

Marketing Services Manager