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Feedwell is a Sydney-based leading corporate catering company specializing in fresh, healthy, and convenient food solutions for offices and events.
Decentralized Support Channels
Customer inquiries were scattered across multiple separate tools (email, chat, call center), causing missed orders and confusion among staff about prioritizing channels.
Marketplace Integrations
Managing inquiries and alerts from four three marketplaces was inefficient due to the lack of a centralized system.
Social Media Management
Facebook and Instagram messages were handled separately, increasing response time and complexity.
Lack of Customer Engagement
No processes existed for post-purchase follow-ups, customer satisfaction surveys, or nurturing.
Manual Workflows
Invoice requests and user creation in Klaviyo were not organized, slowing operations.
No Self-Service Options
Customers lacked for quick resolutions.
Limited Internal Knowledge Resources
No centralized internal knowledge base or mapped processes for onboarding or training.
Centralized Ticketing System
Implemented Zendesk to unify email, chat, Facebook, Instagram, custom forms, and call center communications.
Streamlined Workflows
Designed intuitive custom ticket statuses, ticket fields, views and workflows to efficiently manage customer inquiries, quotes, and orders.
Automated Notifications
Set up notifications for staff and customers tied to delivery dates, ticket statuses, and marketplace alerts with native Zendesk function and SweatHawk’s Notify App
Customer Satisfaction Surveys
Integrated Typeform with logic applied to promoters to collect feedback and encourage Google reviews.
Customer Nurturing
Created automated follow-up processes for first-time orders using Make.com integrations.
Automated Invoice Requests
Designed a process for invoice management using SweatHawk’s Tasks & Subtickets App.
Klaviyo Integration
Automated user profile creation and segmentation based on actions in quote/order tickets.
FAQ page
Developed a branded FAQ page at help.feedwell.com.au for customer support.
Internal Knowledge Base
Built a centralized internal knowledge base in Confluence, including process mapping, training materials, and onboarding resources for consistent knowledge sharing.
2 months
Feedwell continues to rely on our services for system maintenance, updates, and support.
Centralized ticketing streamlined communication, eliminated missed orders, and unified inquiry management.
Unified channels and workflows reduced response times, boosting satisfaction.
Automated follow-ups and surveys increased engagement and improved Google reviews.
Automated notifications, invoices, and Klaviyo reduced manual tasks and inefficiencies.
The FAQ page enabled quick resolutions and reduced support team workload.
A centralized knowledge base improved training and ensured consistent service quality.
I have been using Plement and Tomas for about a year now, and will be for many more years to come. They have implemented a number of complex workflows and automations in Zendesk for my company which has completely changed how our customer service team operates. I have always found them so easy to deal with and very responsiveness with communications. I would highly recommend!
Eric
Founder of feedwell.com.au
