Case Study: L'Oréal improves employee support and tracks safety issues with Zendesk Support

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

L’Oréal Deutschland runs a 55,000-square-meter distribution center in Karlsruhe, Germany, with 350 employees, and needed a better way to manage internal help desk requests. Before Zendesk Support, the team tracked health, safety, environmental, and technical issues in Microsoft Outlook, which made it difficult to stay on top of incoming emails and keep employees updated on the status of their reports.

L’Oréal Deutschland implemented Zendesk Support on the Enterprise plan in October 2011 and used automations, macros, triggers, and analytics to streamline support. With Zendesk Support, the team can now track every ticket, react immediately to health and safety risks, and monitor trends such as ticket volume, resolution time, and peak periods, while reporting monthly safety improvement opportunities to head office.

L’Oreal

David Desinger

ETNEHS Technician