Transforming Zendesk Support Operations at Hanwha Vision America with BrainSell's Expertise

Hanwha Vision America, a leader in advanced video surveillance and security solutions, serves industries like banking, education, healthcare, and government. Focusing on high-quality, reliable, and scalable security systems, Hanwha emphasizes cybersecurity and compliance with industry regulations. To maintain its position as an industry leader, Hanwha needed to transition from internal IT support to external product support, which required an efficient customer support system. 

When Hanwha faced inefficiencies and challenges with their existing Zendesk implementation, they partnered with BrainSell to optimize the platform and align it with their evolving business needs. Hanwha transformed its customer support operations by customizing and integrating Zendesk with its systems. The collaboration significantly improved customer satisfaction, data visibility, and strategic decision-making, allowing Hanwha to grow its support capabilities and enhance overall customer experience. 

The Challenge: Navigating Support Channels 

The Hanwha team encountered several significant challenges from the initial Zendesk implementation that hindered its ability to optimize customer support. 

Firstly, the system was utilized “out of the box,” meaning it was not customized to fit Hanwha’s specific needs or workflows. This lack of tailored functionality limited the effectiveness of customer interactions and created potential frustration for both agents and customers. Additionally, executing a comprehensive data migration plan is crucial when transitioning from legacy systems to new platforms like Zendesk to ensure minimal disruption to ongoing operations. 

Secondly, there was insufficient configuration to facilitate the transition from internal IT roles to a more customer-focused external product support model. This gap made it difficult for team members to adapt their skills and responsibilities, ultimately impacting the overall quality of support provided. 

Additionally, the team’s lack of a systematic approach to issue classification and categorization significantly hindered its ability to generate meaningful reports and derive actionable insights. Without these insights, it was challenging to identify patterns, prioritize issues, and improve response times. 

Moreover, many team members were not fully trained on Zendesk’s functionalities, which led to misunderstandings and inefficiencies in effectively utilizing the platform. This lack of knowledge meant potential features that could enhance customer support were often overlooked or underutilized. 

These combined challenges prevented Hanwha from leveraging Zendesk’s full capabilities, resulting in missed opportunities to enhance customer satisfaction and improve operational efficiency. By addressing these issues, Hanwha recognized the potential for significant improvements in customer service delivery and overall business performance. 

The Solution: Enhancing Customer Support 

BrainSell collaborated closely with Hanwha to tackle various challenges by re-implementing and customizing the Zendesk platform for optimal performance. 

• Customization and Integration: BrainSell took a comprehensive approach by tailoring Zendesk to meet Hanwha’s unique needs. This involved setting up a robust system for proper issue classification, allowing efficient ticket handling. Additionally, they created seamless integrations with systems such as SugarCRM, which significantly streamlined data flow and enhanced team communication, improving overall operational efficiency. They also developed custom reports tailored to Hanwha’s unique reporting needs, optimized the help center for better navigation and category organization, and created and maintained knowledge base articles to serve customers and support agents. Furthermore, they utilized ticket forms to collect specific information during the ticket creation process, set up the ticketing system within Zendesk to align with organizational workflows, configured user profiles to define access permissions, and emphasized the importance of setting up and customizing a Zendesk account to meet organizational needs. 

• Strategic Enhancements: The managed service team at BrainSell conducted a thorough analysis to identify critical opportunities for strategic enhancements within Zendesk. They focused on integrating advanced workforce management tools and AI capabilities, which automated routine tasks and provided predictive analytics, helping Hanwha anticipate customer needs and optimize resource allocation. They regularly reviewed and adjusted service level agreements to ensure alignment with organizational goals, highlighting the crucial role of support agents in enhancing customer service across various platforms like Zendesk. Additionally, they assessed different support channels to deliver consistent and efficient customer support. They also configured phone support to improve the overall support experience, highlighted the role of support managers in developing dashboards for real-time monitoring, discussed the advantages of Zendesk Support as a comprehensive customer support service tool, and explored features and benefits that enhance the experience for Zendesk users. 

• Expert Guidance: Leveraging their extensive expertise, BrainSell transformed Zendesk into a powerful strategic platform. This transformation was pivotal for Hanwha. It enabled the company to significantly improve customer satisfaction scores, reduce churn rates, and empower teams to make informed, data-driven decisions that align with their business objectives. 

Through these targeted interventions, BrainSell successfully optimized Zendesk, ensuring it effectively supports Hanwha’s customer experience goals and sets a solid foundation for future growth and innovation in customer engagement. 

The Results: Driving Outcomes with Data 

The partnership between Hanwha and BrainSell has led to impressive and transformative results in the realm of customer support and operational effectiveness: 

• Customer Satisfaction: The collaboration has substantially improved customer satisfaction, with CSAT ratings soaring from 70% in 2021 to an impressive 84.3% year-to-date in 2024. This boost reflects Hanwha’s commitment to understanding and meeting customer needs more effectively than ever. 

• Operational Efficiency: In a strategic move to enhance its support capabilities, Hanwha expanded its support team from 7 to 14 dedicated staff members. This growth has allowed the team to manage an impressive 26,000 calls year-to-date, ensuring customers receive timely assistance and support. 

• Enhanced Data Visibility: Hanwha has revolutionized its reporting processes, now generating detailed and comprehensive reports on various critical topics, including product issues, end-of-life products, and customer queries. This wealth of information is shared transparently with executives and customers, fostering a culture of transparency and informed decision-making. 

• Strategic Decision-Making: By leveraging valuable data from Zendesk, Hanwha is better equipped to make strategic decisions regarding staffing levels, training programs, and the generation of sales leads. This data-driven approach allows for a more responsive and proactive support strategy that aligns with market demands. 

• Strengthened Partnerships: Hanwha has significantly improved its collaboration with customers and integrators through enhanced visibility into support tickets and performance metrics. This transparency helps build trust and fosters a stronger, more cooperative relationship between all stakeholders. 

Overall, this fruitful collaboration has enabled Hanwha to transform its customer support operations, drive substantial growth, enhance the overall customer experience, and position itself as a leader in exceptional service delivery in its industry.  

Partner with BrainSell to Enhance Your Customer Experience 

The partnership with BrainSell has been instrumental in transforming Hanwha Vision America’s customer support operations.  

By optimizing Zendesk, Hanwha improved customer satisfaction, operational efficiency, and data-driven decision-making. As Hanwha continues to innovate and adapt, its ongoing relationship with BrainSell promises further enhancements and strategic growth. 

Join the ranks of successful businesses optimizing their operations with expert solutions. Want to make sure you’re fully optimizing your software purchase?  Connect with BrainSell today to see how we can help you achieve your customer experience goals.