Global Recycling Leader Achieves Service Excellence with Matrix42

A leading international recycling technology company transformed its fragmented and inefficient customer service operations by implementing the Matrix42 Enterprise Service Management (ESM) platform. Faced with lost inquiries and a lack of process oversight, the organization transitioned from an email-based system to a centralized, automated service management solution. The result is end-to-end transparency, standardized workflows, and significantly improved customer satisfaction.

Introduction

A leading international recycling technology company, with subsidiaries across Europe, the USA, and Asia, specializes in transforming waste into valuable materials. With decades of innovation and a global team, the organization exports most of its products internationally. Despite its international success, the company faced significant hurdles in managing its customer service operations efficiently, which hindered its ability to scale and maintain service quality.

The Challenge

The organization’s customer service processes were unstructured and inefficient, relying heavily on a cumbersome, email-based inquiry system. This approach created several critical issues:

• Lost inquiries: Customer requests frequently went missing, with no traceable history.
• Lack of centralization: There was no central point of entry, clear responsibilities, or standardized working methods, making oversight nearly impossible.
• Missing controls: The absence of process controls and reporting made it difficult to evaluate and optimize workload and performance.
• No scalability: A lack of automation and defined workflows prevented long-term process improvements and cost efficiency.

The goal was to implement a modern, transparent, and scalable service management system that could serve as a unified ESM platform for Customer Service, Facility Management, IT, and R&D.

The Solution

To address these challenges, the company partnered with a certified implementation expert and selected Matrix42 as its Enterprise Service Management platform. The transformation focused on several key steps:

• Unified service portal: A central platform for all customer inquiries was established using Matrix42.
• Clear roles and responsibilities: Specific responsibilities were defined and assigned within the Matrix42 platform to streamline operations.
• Automated processes and dashboards: Matrix42 provided real-time transparency through traceable reports and automated dashboards.
• Shift-left approach and self-service: With Matrix42’s self-service capabilities, customers could resolve simple issues independently, reducing the load on support teams.
• ERP integration: The platform’s flexible architecture allowed seamless integration with existing systems to display critical customer and machine data.

“Matrix42 helped us take our service management to a completely new level. The clear processes and rapid responsiveness make both our team and our customers more satisfied.”
Head of Service Operations

Prioritization, Reporting, and Optimized Operations

By leveraging Matrix42 to define Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), inquiries are prioritized based on urgency, boosting end-user satisfaction.

Customizable dashboards provide detailed insights into performance and workload, enabling data-driven decision-making.

Processes like country-specific routing for spare parts orders now run smoothly within Matrix42, and customer concerns are handled efficiently without overburdening service staff.

Key Results and Achievements

The implementation of Matrix42 fundamentally changed how the company operates, delivering significant improvements across the board.

• End-to-end transparency: Every customer inquiry is now documented without gaps in Matrix42, ensuring full traceability even for complex processes.
• Standardized workflows: Clear guidelines and workflows defined within Matrix42 ensure that every team – including Tech Support, Field Support, and Customer Service – works uniformly, delivering a superior customer experience.
• Prioritization and SLAs: By leveraging Matrix42 to define SLAs and OLAs, inquiries are prioritized based on urgency, boosting end-user satisfaction.
• Advanced reporting: Customizable dashboards provide detailed insights into performance and workload, enabling data-driven decision-making.
• Optimized operations: Processes like country-specific routing for spare parts orders now run smoothly within Matrix42, and customer concerns are handled efficiently without overburdening service staff.

Conclusion

By deploying Matrix42 as its Enterprise Service Management platform, the recycling leader has successfully revolutionized its customer service management. The project solved immediate operational challenges and laid the foundation for future innovation and growth. This transformation showcases how organizations can leverage Matrix42 to elevate both efficiency and customer satisfaction to new heights.

“Thanks to Matrix42, we can now help our customers faster and more effectively. It is not just a software solution, but a real engine for our business.”
Global Service Manager