Modernizing Timsoft’s Customer Support Experience with Help’Kru
How a Leading Digital Retail Player Transformed Its Customer Service with a Custom Support Platform
That was the challenge taken on by Timsoft, an integrator of ERP solutions such as Cegid, operating in multiple countries, who entrusted Tekru Technologies with the mission of completely rethinking its support space.
In this article, discover how Help’Kru, our modular support management solution, enabled Timsoft to modernize its internal processes, boost agent productivity, and deliver a better experience to its professional clients. From the initial audit to production launch, follow the different phases of the project, the technical challenges tackled, and the concrete results achieved.
Project Information
Client
TimSoft
Service
automation, CRM, Customer portal
Industry
Intégrateur ERP
Challenges Faced
Timsoft was facing several technical and functional challenges that were limiting the performance of its support service:
- Customer Portal Usability
Complex navigation, lack of intuitiveness, and low adoption rate among end users. - Agent Experience Optimization
An interface ill-suited for handling a high volume of tickets and the absence of structured reporting tools. - Specific Internal Processes
Complex workflows related to contract, quote, and customer support management that needed to be adapted to a new solution. - Synchronization with Cegid
Technical and functional alignment with their ERP system to ensure consistency and reliability of customer data.
Project Goals
- Centralize the management of tickets, documents, and contracts
- Streamline client-agent communication
- Integrate the tool with Cegid via API
- Create an intuitive, multilingual, and secure environment
- Increase support team productivity
Proposed Solutions
Tekru deployed Help’Kru, a customizable support solution with dedicated modules for both agents and clients.
For Timsoft Agents:
- Advanced ticket management interface
- Dynamic filters, smart assignment, and full ticket history tracking
- Integrated contract management module
- Real-time synchronization with Cegid
- Real-time dashboards and performance indicators
For Timsoft Clients:
- Simplified ticket creation
- Access to a multilingual knowledge base
- Full request history
- Personalized user dashboard
Technologies Used
- Next.js for a high-performance client-side interface
- React for dynamic and responsive components
- Node.js and Express for a custom backend
- MySQL for structured data management
- Fortinet VPN to secure data exchanges between systems
Results
- 2 times more tickets processed on time
- 35% reduction in resolution time
- 40% increase in customer satisfaction
- 99.98% reliable synchronization with Cegid
- 5 internal processes automated
Conclusion
Thanks to Help’Kru, Timsoft has transformed its customer relations and optimized support management. The rapid adoption by teams, the reliability of ERP exchanges, and the ease of use for clients make this project a true success.
Future Directions:
- Adding predictive alerts through AI
- Integration with BI tools (Power BI, Looker Studio, etc.)
- Analyzing tickets to optimize FAQs and the knowledge base