Download PDF
Freshworks > Case Studies > Koti Puhtaaksi's Transformation Journey with Freshdesk Towards Becoming Finland’s Largest Cleaning Company
Freshworks Logo

Koti Puhtaaksi's Transformation Journey with Freshdesk Towards Becoming Finland’s Largest Cleaning Company

Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
  • Education
Applicable Functions
  • Sales & Marketing
Use Cases
  • Supply Chain Visibility
  • Time Sensitive Networking
Services
  • System Integration
  • Training
The Challenge

Koti Puhtaaksi, a dynamic family-run business in Finland, had an ambitious plan to become the largest Finnish cleaning company. However, the company's existing customer support system was becoming a hindrance to this goal. The support system was segmented into three divisions, with customer interactions across all three groups conducted largely through email and phone. As a result, there was no single repository where past conversations could be recorded and accessed. Only the agent who had spoken with the customer would have context into the customer’s problem. With the number of agents and volume of customer queries steadily increasing, this system was no longer effective. Furthermore, with customer queries pouring in from different channels, the support team needed a single solution to streamline the customer journey and increase visibility of the various touchpoints.

About The Customer

Koti Puhtaaksi is a dynamic family-run business in Finland that has become a game changer in the cleaning industry. Started in 2011, the company now has over 300 professional cleaners across Finland. Through a combination of innovative cleaning solutions and unbeatable customer service, Koti Puhtaaksi aims to create a happier Finland - one home at a time! The company's philosophy is that when their employees are happy, their customers are happy. This belief has been fundamental to the inception and growth of Koti Puhtaaksi. The company has even been awarded as one the best places to work in Finland.

The Solution

Koti Puhtaaksi identified three main objectives that the new solution needed to meet: integration of all channels, a detailed reporting system, and an intuitive interface. The company narrowed down the list of options to two main solutions: Freshdesk and Zendesk. Ultimately, Freshdesk’s superior ease of use was the clinching factor that helped the company finalize it as its customer service solution. Today, Freshdesk is linked with Koti Puhtaaksi’s CRM solution to provide agents with a holistic view of their customers. All the customer information that is on the CRM and the ticket information that is on Freshdesk is integrated. This has created a single source of truth for agents, who are now empowered to deliver higher-quality, context-driven solutions to customers. With the greater visibility offered by Freshdesk, agents can now solve an average of 1534 tickets per day, compared to 345 tickets resolved per day before Freshdesk.

Operational Impact

  • The implementation of Freshdesk has resulted in deeper performance insights, quicker resolution times, and higher NPS for Koti Puhtaaksi. The company uses Analytics extensively to allocate resources and determine the quality of customer service provided. With all the information required at their fingertips, agents are able to deliver faster responses and resolutions to customers. Internally, queries get resolved within 10-15 minutes and the final resolution email is sent to the customer within just 3-6 hours. The company has seen a huge increase in customer satisfaction after the implementation of Freshdesk. This is proof that their stronger internal support capabilities have translated into a more positive customer experience.

Quantitative Benefit

  • Hours saved per month: 1800+

  • Increase in NPS: 13-point

  • Resolution within SLA: 95%

Related Case Studies.

Case Study
Revolutionizing Medical Training in India: GSL Smart Lab and the LAP Mentor
The GSL SMART Lab, a collective effort of the GSL College of Medicine and the GSL College of Nursing and Health Science, was facing a challenge in providing superior training to healthcare professionals. As clinical medicine was becoming more focused on patient safety and quality of care, the need for medical simulation to bridge the educational gap between the classroom and the clinical environment was becoming increasingly apparent. Dr. Sandeep Ganni, the director of the GSL SMART Lab, envisioned a world-class surgical and medical training center where physicians and healthcare professionals could learn skills through simulation training. He was looking for different simulators for different specialties to provide both basic and advanced simulation training. For laparoscopic surgery, he was interested in a high fidelity simulator that could provide basic surgical and suturing skills training for international accreditation as well as specific hands-on training in complex laparoscopic procedures for practicing physicians in India.
Learn more
Case Study
Implementing Robotic Surgery Training Simulator for Enhanced Surgical Proficiency
Fundacio Puigvert, a leading European medical center specializing in Urology, Nephrology, and Andrology, faced a significant challenge in training its surgical residents. The institution recognized the need for a more standardized and comprehensive training curriculum, particularly in the area of robotic surgery. The challenge was underscored by two independent studies showing that less than 5% of residents in Italian and German residency programs could perform major or complex procedures by the end of their residency. The institution sought to establish a virtual reality simulation lab that would include endourological, laparoscopic, and robotic platforms. However, they needed a simulator that could replicate both the hardware and software of the robotic Da Vinci console used in the operating room, without being connected to the actual physical console. They also required a system that could provide both basic and advanced simulation training, and a metrics system to assess the proficiency of the trainees before they performed surgical procedures in the operating theater.
Learn more
Case Study
Scalable IoT Empowering GreenFlex's Sustainable Growth
GreenFlex, a company that supports sustainable development, decarbonization, and energy efficiency, faced several challenges in its quest to expand its business. The company needed to deploy a robust and sustainable IoT technology to support its growth. It was crucial for them to monitor and control devices at customer sites in a safe and reliable manner. They also needed to integrate devices across a range of communication protocols and gather and act on data to meet efficiency targets. GreenFlex had previously built IoT capabilities into its digital platform, GreenFlexIQ, to monitor and manage customer sites remotely. However, they soon realized that they needed a new platform to support their ambitions. They needed a platform that could scale to connect more devices for production management and make it easier for the operations team to manage devices in the field.
Learn more
© 2015-2024 IoT ONE Limited | Privacy Policy

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.