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

L'Oréal Deutschland monitors trends across the business using Zendesk Support Europe, Retail & eCommerce, Support

L'Oréal Deutschland’s distribution center in Karlsruhe—a 55,000 m² facility with 350 employees that ships products across Europe and to other global hubs—needed a better way to manage employee inquiries and urgent health & safety reports. Previously tracked in Outlook, requests ranged from technical fork-lift issues to safety concerns, and the team struggled to stay on top of ticket status, updates, and timely responses.

In October 2011 the center implemented Zendesk Support (Enterprise), using automations, macros and triggers and training team leaders to streamline workflows. The four-person help desk can now flag and respond to risks immediately, track every ticket, and use analytics to monitor trends (units submitting the most tickets, resolution times, peak hours) and report monthly safety improvements to HQ—ensuring nothing important is missed.

L'Oreal

David Desinger

ETNEHS Technician