Platforma ONe

Greater efficiency of the team thanks to the structured communication with customers


case study

name:

Platforma ONe

trade:

IT

tools:

Zendesk Support (3 licenses), Zendesk Guide (3 licenses)

About the client

ONe is a platform designed and created with companies operating in the B2B segment in mind – those who wish to sell effectively in every area, from brick-and-mortar stores through sales representatives to e-commerce sites. 

It’s a relatively new tool, one developed on the grounds of over 20 years of experience of its founders in the B2B industry. The team of experts behind ONe keeps on developing the platform on a continuing basis, with a great emphasis placed on customer communication.

Zendesk enabled us to organize our communication, which has had a positive impact on the team and clients alike. The tool is simple to use, and if there occur any difficulties – which happens rather rarely, we can always count on the support of Fly On The Cloud.

The main challenge

The problem that would cause a range of issues was the lack or organized communication between clients and the team. ONe users would send their questions and reports with errors via different channels – by email, by phone, by text, and their messages would quite often reach people who didn’t deal with communication. This translated into an extended response time, duplicate requests, or – in extreme cases – clients’ messages being lost internally. It surely did affect the performance of software developers, who would get bothered by the Product Manager, the Product Owner, or clients themselves much more often than necessary.

As told by Daniel, some part of communication focused on improvements to be implemented on the platform. Quite often, after a few months of work, the team would want to come back to earlier messages to adjust new features to the users’ needs as well as possible. But finding some specific thread in a jumble of emails was a mission that took a lot of time to accomplish.

The team felt it was necessary to organize communication in order to:

  • prevent requests from duplicating, but also be certain that no message has been ignored or passed over,
  • enable specialists to focus on the job at hand and – as a result – accelerate the development of the platform,
  • manage requests more effectively – since clients report errors, integration with Jira was of great importance,
  • shorten the response time, improve the quality of communication, and keep the clients updated on the status of their requests,
  • be able to return to older threads easier and quicker.

The solution to the problem

The team tested Zendesk and other popular helpdesk-type solutions; eventually, they decided to go with the first choice. The implementation, carried out “in spare time”, took ONe specialists less than a month.

At present, apart from three Zendesk Guide licenses, the team owns three Zendesk Support licenses: one for a specialist in charge of communication between the clients and the team, one for the Project Manager – Daniel Martyn, and one for the purpose of integrating Zendesk with Jira.

Organized communication with Zendesk Support

Zendesk Support aggregates the entirety of communication between clients and the ONe team. Zendesk is managed by a dedicated specialist who distributes the incoming communication as necessary – the specialist responds to some of the messages themselves in the Support panel and sends other inquiries to the Project Manager; the specialist consults questions concerning new features with the Product Owner, and sends error reports to Jira by creating a new ticket or updating an existing one. If necessary, an assigned developer may respond to the client from the Jira level. Once the developer solves the reported issue, the information is saved automatically in Zendesk Support.

Within the framework of the organization, clients may access a list of sent messages and see the status next to each of them. This way, requests do not duplicate and clients know what goes on with each of their requests.

Knowledge base and information about updates thanks to Zendesk Guide

Specialists develop and update the knowledge base via Zendesk Guide. Information about new versions of the platform, comprehensive user guides, or development plans covering the forthcoming features appears on ONe’s website a few times a month. Clients are notified about new articles by email.

The response time is shorter. In the case of critical issues, the response is immediate. Communication is organized, no message gets lost, we can easily access all earlier threads.

Results

ONe has been using Zendesk since 2018. What are the positive effects that have been observed since then?

  • Increased performance – communication is handled by a dedicated specialist, which lets the rest of the team focus on their job without the fear of being bothered by an unexpected phone call from a client;
  • Saved time – the time which One’s employees would spend earlier on responding to clients’ inquiries or clearing up misunderstandings in the team can now be spent on platform development;
  • Quicker response – in the past, messages from clients sometimes had to wait until the Project Manager or the Product Owner left their meetings or until a software developer checked their inbox in their time off from coding. Now, offering an in-depth, satisfying answer is a matter of a few hours, and critical issues are addressed immediately;
  • Prioritization of requests – with the entirety of communication in one place, it’s easier to decide which requests are critical and should be dealt with right away;
  • Responses to all messages – it’s easy to forget about an unread email in the inbox, just as it’s easy to forget to call someone back; Zendesk Support makes it possible to follow up on each request so that none of them gets lost at some stage of the question-and-answer communication;
  • A clear log of communication – the team can easily access every and any thread and may resume communication quickly, without the need to go through heaps of emails;
  • An up-to-date knowledge base – Zendesk Guide makes it possible to create a multi-level how-to section, offering a convenient publishing tool that lets its users prepare and publish articles featuring media content such as graphic images, GIFs, or videos.
case study

name:

Platforma ONe

trade:

IT

tools:

Zendesk Support (3 licenses), Zendesk Guide (3 licenses)

Greater efficiency of the team thanks to the structured communication with customers

About the client

ONe is a platform designed and created with companies operating in the B2B segment in mind – those who wish to sell effectively in every area, from brick-and-mortar stores through sales representatives to e-commerce sites. 

It’s a relatively new tool, one developed on the grounds of over 20 years of experience of its founders in the B2B industry. The team of experts behind ONe keeps on developing the platform on a continuing basis, with a great emphasis placed on customer communication.


Zendesk enabled us to organize our communication, which has had a positive impact on the team and clients alike. The tool is simple to use, and if there occur any difficulties – which happens rather rarely, we can always count on the support of Fly On The Cloud.

Daniel Martyn, Project Manager at ONe


The main challenge

The problem that would cause a range of issues was the lack or organized communication between clients and the team. ONe users would send their questions and reports with errors via different channels – by email, by phone, by text, and their messages would quite often reach people who didn’t deal with communication. This translated into an extended response time, duplicate requests, or – in extreme cases – clients’ messages being lost internally. It surely did affect the performance of software developers, who would get bothered by the Product Manager, the Product Owner, or clients themselves much more often than necessary.

As told by Daniel, some part of communication focused on improvements to be implemented on the platform. Quite often, after a few months of work, the team would want to come back to earlier messages to adjust new features to the users’ needs as well as possible. But finding some specific thread in a jumble of emails was a mission that took a lot of time to accomplish.

The team felt it was necessary to organize communication in order to:

  • prevent requests from duplicating, but also be certain that no message has been ignored or passed over,
  • enable specialists to focus on the job at hand and – as a result – accelerate the development of the platform,
  • manage requests more effectively – since clients report errors, integration with Jira was of great importance,
  • shorten the response time, improve the quality of communication, and keep the clients updated on the status of their requests,
  • be able to return to older threads easier and quicker.

The solution to the problem

The team tested Zendesk and other popular helpdesk-type solutions; eventually, they decided to go with the first choice. The implementation, carried out “in spare time”, took ONe specialists less than a month.

At present, apart from three Zendesk Guide licenses, the team owns three Zendesk Support licenses: one for a specialist in charge of communication between the clients and the team, one for the Project Manager – Daniel Martyn, and one for the purpose of integrating Zendesk with Jira.

Organized communication with Zendesk Support

Zendesk Support aggregates the entirety of communication between clients and the ONe team. Zendesk is managed by a dedicated specialist who distributes the incoming communication as necessary – the specialist responds to some of the messages themselves in the Support panel and sends other inquiries to the Project Manager; the specialist consults questions concerning new features with the Product Owner, and sends error reports to Jira by creating a new ticket or updating an existing one. If necessary, an assigned developer may respond to the client from the Jira level. Once the developer solves the reported issue, the information is saved automatically in Zendesk Support.

Within the framework of the organization, clients may access a list of sent messages and see the status next to each of them. This way, requests do not duplicate and clients know what goes on with each of their requests.

Knowledge base and information about updates thanks to Zendesk Guide

Specialists develop and update the knowledge base via Zendesk Guide. Information about new versions of the platform, comprehensive user guides, or development plans covering the forthcoming features appears on ONe’s website a few times a month. Clients are notified about new articles by email.


The response time is shorter. In the case of critical issues, the response is immediate. Communication is organized, no message gets lost, we can easily access all earlier threads.

Daniel Martyn, Project Manager at ONe


Results

ONe has been using Zendesk since 2018. What are the positive effects that have been observed since then?

  • Increased performance – communication is handled by a dedicated specialist, which lets the rest of the team focus on their job without the fear of being bothered by an unexpected phone call from a client;
  • Saved time – the time which One’s employees would spend earlier on responding to clients’ inquiries or clearing up misunderstandings in the team can now be spent on platform development;
  • Quicker response – in the past, messages from clients sometimes had to wait until the Project Manager or the Product Owner left their meetings or until a software developer checked their inbox in their time off from coding. Now, offering an in-depth, satisfying answer is a matter of a few hours, and critical issues are addressed immediately;
  • Prioritization of requests – with the entirety of communication in one place, it’s easier to decide which requests are critical and should be dealt with right away;
  • Responses to all messages – it’s easy to forget about an unread email in the inbox, just as it’s easy to forget to call someone back; Zendesk Support makes it possible to follow up on each request so that none of them gets lost at some stage of the question-and-answer communication;
  • A clear log of communication – the team can easily access every and any thread and may resume communication quickly, without the need to go through heaps of emails;
  • An up-to-date knowledge base – Zendesk Guide makes it possible to create a multi-level how-to section, offering a convenient publishing tool that lets its users prepare and publish articles featuring media content such as graphic images, GIFs, or videos.