Case Study: L’Oréal Deutschland achieves faster safety response and business-wide trend monitoring with Zendesk Messaging

L'Oreal Deutschland monitors trends across the business using Zendesk Support

L’Oréal Deutschland’s Karlsruhe distribution center, a 55,000 m² hub with 350 employees that ships products across Europe and to other L’Oréal centers worldwide, struggled to manage health, safety, environmental and technical queries using email. Important issues were getting lost in inboxes, making it hard to track status, provide updates, and respond quickly to potential safety risks.

To fix this, the team implemented Zendesk Support (Enterprise) to centralize ticketing and automate workflows with macros, triggers and automations. With 350 users reporting issues through Support and analytics tracking ticket volumes, resolution times and peak periods, the four-person support team can now flag and resolve safety risks immediately, monitor trends, and report improvements to headquarters — ensuring nothing important is missed.

L’Oreal

David Desinger

ETNEHS Technician