Tridonic: Centralizing Customer Experience with Gleap

Company Overview

Tridonic is a leading company specializing in smart and sustainable lighting systems. The company has been seeking innovative ways to enhance its customer experience and internal communication processes.

Challenges

With the implementation of Gleap, Tridonic had the following important goals for the company:

• Optimization of Internal and External Communication Channels: The company previously used a single email address for internal customer experience communications, which created manual workload.
• Consolidating multiple feedback channels for more efficient analysis: Using multiple platforms made tracking customer interactions complex.
• Limited Survey and Feedback Tools: The team was using a large service provider for surveys, which required manual data analysis and reporting. The Tridonic team was looking for 

Cost-efficiency through an integrated solution with enhanced functionalities.

Solution

Tridonic engaged Gleap to achieve these goals and implement the platform in stages:

• Ticketing System: Implemented in March, the first phase focused on converting email communications into a centralized ticketing system.
• AI Chatbot: Launched in December, with a goal of creating a self-service support solution.
• Survey and Feedback Tools: By introducing Gleap, Tridonic was able to further optimize its surveys and automate analysis

Key Features Utilized

1.  Centralized Dashboard
   
   • Consolidated multiple communication and feedback tools into a single platform
   • Eliminated the need to switch between different systems
   • Provided a single source of truth for customer interactions

2.  Automated Ticketing
   
   • Transformed email communications into categorized and assignable tickets
   • Reduced manual sorting and routing of customer inquiries
   • Improved internal team efficiency
   • Through Gleap’s ticketing system combined with Gleap’s multichannel support Tridonic were able to triage tickets, have a centralized system for finding and storing issues as well as having multiple channel support via Gleap’s Facebook, Instagram and Whatsapp integration. Serving as an all-in-one solution for automated ticketing and user feedback.
     
3. AI Chatbot
   
   • Implemented as a first-line support solution
   • Aims to handle basic product inquiries and provide self-service support
   • Ongoing development to further improve results and serve as a strong foundation for solving customer issues more efficiently.

4. Advanced Surveys
   
   • Replaced a large service provider with Gleap's survey tools
   • Simplified survey creation and implementation
   • Automated survey result analysis

5. Product Tours and Tooltips
   
   • Enhanced user onboarding by creating guided tours
   • Linked instructional videos directly to the website
   • Improved user understanding of product features

Implementation Journey

• Timeline:
  
  • March: Initial ticketing system Implemented
  • December: AI Chatbot launch
• Implementation Approach:
  
  • Iterative development with regular team meetings
  • Continuous refinement based on team needs
  • Thanks to the close collaboration between Tridonic and Gleap teams, the implementation was carried out step by step and efficiently.

Benefits

• Time Savings: Reduced manual workload in customer support
• Centralization: Single platform for multiple communication needs
• Scalability: Unlimited user seats without additional cost
• Flexibility: Easy to add and manage team members

Future Vision

The continuous development builds on previous successes and aims to further automate customer support.

• Providing detailed product information
• Offering personalized product recommendations
• Handling complex customer inquiries autonomously
  

Conclusion

Gleap is an important tool for Tridonic, centralizing customer communication, streamlining support processes, and laying the groundwork for an advanced AI-powered customer interaction system.

I would say one of Gleap's best features is its centralized dashboard, as it gives us access to everything on one platform. We don’t have to navigate through different tools or places to find answers. Whether we need to change settings or check reports, everything is in the same place. This is saving us a lot of time.

Elif Kavas, Digital Customer Experience Platforms Specialist at Tridonic