Bloomaker boosts productivity by 25%

Bloomaker is the leading producer and supplier of top-quality hydroponically grown flowers.

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  • Challenge
  • The solution
  • RESULTS
Challenge

Boost productivity of non-support team members

Prior to implementing Jatana’s suggested replies, the company had a small team to manually answer questions.

As the company was growing at a rapid pace, everyone in the team was called to provide customer support when needed.

This prevented the sales team to do what they could do be"er: sales.

When ticket volume spiked, the team needed a solution to handle the increasing amount of requests without involving the sales team anymore.

The solution

Implement Jatana suggested replies

Bloomaker therefore defined a primary goal: avoiding to involve members of the sales team in support operations, so that they could focus on selling.

The company looked around for possible solutions and found that Jatana’s Artificial Intelligence could be of help to suggest the best macros (‘template answers’) to their current support agents, who could in return work on more tickets on a daily basis.

In particular, Bloomaker targeted an improvement in AHT scores through faster response times, resulting in a be"er overall customer experience.

A#er researching their options, the support team at Bloomaker decided to implement Jatana to meet their goals and solve customer service challenges.

As most people in customer service know, adding a person temporarily does not double efficiency. Jatana was able to suggest the right macros very quickly and cut down on the time it takes to solve tickets.

Gilles Paternostre Head of Customer Support gilles-paterstone
RESULTS

25% productivity boost in 1 month

With Jatana’s suggested replies directly inside Zendesk, Bloomaker was able to dramatically speed up the selection of the majority of its top macros in real time.

This not only improved AHT, but automatically helped improve the productivity of all those non-support team members that were called to support operations in moments of peak.

Within a month, Bloomaker could see an average 25% productivity boost in those team members, who could focus on their own tasks and increase sales at the same time.>

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Sales department productivity

83.4% +25% this month
With Jatana in place it's much easier to train up other employees to help with simple support tasks. That makes it easier and more efficient to handle peaks in support.
Klaas Romer

Happiness Members Officer Europe

Klass Romer
Thanks to Jatana, agents have unlocked time to create campaigns and offer personalized support to our main customers. After only 3 months, the AI was able to cover more than 50% of the incoming queries.
Jesper Juul Jensen

CEO of BetterNow

Jesper
We are now able to use more time of what matters the most: providing tailored and customized support at scale.
Anna Jagdhar

Customer Service Manager

Anna Jagdhar

A Zendesk Technology Partner

Jatana is also a selected company for the Zendesk Startup Program at Station F

Zendesk Station F