CANdata’s Experience Of Working With Us
CANdata is a customs and freight software company and also one of our most recent clients. In our recent journey together, we have had the opportunity to help them improve their knowledge base and allow their clients to find the information they need all by themselves.
Danny from CANdata has graced us with a testimonial that we felt deserved it’s own place in the spotlight, here on our blog. Without further ado, here is what Danny Albers, the Senior Projects Manager at CANdata, had to say about our collaboration:
Danny Albers, Senior Projects Manager @CANdata
“As one of if not the largest of Canada’s Customs Broker Platforms CANdata’s customer support team faces unique challenges. Our deep knowledge of customs and border procedures resides mostly in the personal experience of staff members and was not systemized in a process driven way. As a result each time we replaced a support team member it would take approximately 6 months to a year for a new team member to feel fully comfortable supporting our clients.
CANdata reached out to Roca.work for help to leverage all the knowledge capture and search tools in our Zendesk enterprise platform. The Roca team took the overwhelmingly large and interlinked Zendesk guide documentation and brought it together for us into a roadmap we could follow to success.
Our goals for this engagement were simple: show us what success looks like and help us lay out a process to follow that we can build upon in a repeatable, and measurable way and then train our team accordingly.
Roca.work exceeded expectations, and within a few weeks we went from a strong desire to improve to having a clear concise knowledge capture process for 5 product brands and we have been successfully using it since.Our support team and customers are starting to see the improvement as they find more and more clear, concise articles in an organized fashion being provided in a simple and searchable format.
We plan to engage Roca.work again when we are ready to build an answer bot and more communication channels to more greatly leverage our new knowledgebase.
CANdata’s goal for 2023 is bring our customer support experience to a world class level and Roca.work has made that goal both achievable and inevitable.10 out of 10 for their depth of knowledge and low pressure style.
Sincerely
Danny J. Albers”
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