How Avery Zweckform set new records for customer response speed

In 2023, Avery Zweckform GmbH, a German office supplies manufacturer specialising in the production of labels, forms, and other office supplies, decided to switch from Salesforce to Trengo to improve their customer service.

Challenge: complex processes, no centralisation, and a high volume of messages

Avery Zweckform's head of customer service explained the main issues their team faced with Salesforce: it was expensive, overly complicated, and too complex for their needs, especially since it only supported one channel at the time. With an average of 2,000 customer inquiries each month, the team often struggled to keep up. Delays in responding to these requests risked losing repeat customers and future prospects.

'Speed is critical for us these days. We were thrilled that Trengo was ready to go immediately, right out of the box'

Avery Zweckform also supports customers across a wide range of channels, including email, WhatsApp, Facebook, Instagram, a website chat, and a help center. Managing and using all these separately led to delayed responses, inconsistent messaging, data fragmentation, and a higher error rates.

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'It was clear that we needed a solution that would make our work easier and bring all channels together into one view. '

Solution: Trengo as the game-changer: centralisation and automation for better customer engagement

The team decided it was time for a major change: a fresh start from the ground up! Right after Avery Zweckform switched to Trengo, a few standout benefits became clear.

Everything in one inbox.

With Trengo, the team cut request processing time by half compared to manual handling, significantly boosting their response speed and customer satisfaction. Right from the start, the team were excited about Trengo's broad capabilities. One of the biggest wins was the ability to bring all customer interactions—whether from email, WhatsApp, Facebook, or Instagram—into one central platform. This setup didn’t just make managing requests easier, it also created a significant boost in efficiency.

'What Trengo really brings to our daily work-life is a clear, organized view of all incoming requests, allowing us to prioritize and respond to customer inquiries efficiently and quickly. '

Faster and more accurate processing.

About 25% of Avery Zweckform’s requests can be handled with a simple answer. Sometimes, customers just need an order number or a one word answer to their question. With Trengo, the team set up 140 quick replies to speed up responses and cut down on errors. This streamlined approach has noticeably improved efficiency and customer satisfaction. Plus, customer requests can be tagged with labels, making it easier to prioritize key clients. With almost 30 active label categories, Avery Zweckform now works faster without compromising accuracy or missing out on important requests.

Results: Trengo delivers measurable success: efficiency, customer satisfaction, and productivity

After implementing Trengo, Avery Zweckform saw some remarkable improvements:

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1. New response records: The average response time for requests dropped dramatically, from 24 hours to just 1-2 hours

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2. Cutting work time in half: A clear, centralized view of all requests reduced the team’s workload, and features like tagging enhanced team collaboration.

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3. Quick setup, ready to go on day one: Switching from Salesforce was smooth, and Avery Zweckform was thrilled to start using Trengo immediately, with all features fully functional from day one..

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Handling 2,000 requests monthly—primarily through email, live chat, WhatsApp, and Facebook. This high request volume highlights Trengo's efficiency and the significant productivity boost for the team.

Conclusion: Reaching new heights with Trengo

Avery Zweckform streamlined their customer service with centralized messaging, doubled work speed, and a quick, ready-to-launch setup, resulting in higher client satisfaction and loyalty. By switching to Trengo, Avery Zweckform has not only optimised its internal processes, but also raised the quality of customer service to a new level.

'Trengo has helped us put our customer service on a modern and efficient basis that meets the requirements of our company. '

Advantages of Trengo at a glance

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• Centralized management of all customer interactions.
• Increased efficiency through quick replies and rules.
• Improved prioritisation with labels.

Choosing Trengo has not only improved operations at Avery Zweckform but has also boosted customer satisfaction, an essential factor for building long-term customer loyalty. Looking ahead, Avery Zweckform plans to leverage Trengo’s AI chatbots to automatically handle at least 25% of after-hours customer inquiries right away.

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