At Cermati Protect, an insurance broker, efficient customer communication is crucial, especially for claim submissions. One of our primary communication channels was email, but it was being used by 10 team members under a single shared account. This setup led to several challenges, including:

Lack of quality control and visibility over individual agent performance.

Difficulty monitoring and enforcing SLAs.

Inability to track unresolved issues effectively.

To address these issues, I spearheaded the migration to Zendesk to enhance our customer relationship management. This transition enabled us to:

Improve SLA Monitoring: Track agent-specific SLAs to ensure timely responses.

Enable Email Tagging & Categorization: Organize communication efficiently for faster resolutions.

Set Up Alerts for Unresolved Issues: Ensure no customer query goes unanswered.

I designed the initial workflows and configurations, ensuring a seamless migration for the claims team from Gmail to Zendesk. By leveraging Zendesk's robust features, we improved response quality, agent accountability, and overall customer satisfaction.

If you're looking to enhance your customer relationship management processes, I can offer tailored recommendations and workflow designs to meet your team's needs effectively.