Doclogic delivers innovative solutions for digital working and is an important reseller of Decos. The company is a familiar name in the healthcare sector, with educational institutions and NPOs. The Decos Technology Group operates in the Netherlands, India, the Netherlands Antilles and North America, among other countries, and provides software development services in addition to information management solutions such as JOIN and Fixi. With this acquisition, Decos wants to achieve synergy benefits in the field of cloud services and sales and marketing.

DocLogic will start using the Decos Freshdesk environment. For this a migration of data will have to be done in which Tickets, Organizations and Contacts have to be transferred from the DocLogic Freshdesk environment to the Decos Freshdesk environment.

The migration was performed using the Freshdesk API key of a specially configured Doclogic API user. In terms of numbers: approximately 1500 tickets were transferred.

IRIS one is a Dutch company that provides ICT services based on Microsoft Azure, Office 365 and Enterprise Mobility. It also provides services such as telephony, infrastructure, application management and support.

IRIS One uses Freshservice as its ITSM solution. In addition, it makes use of Dynamics 365. A number of entities existing in Dynamics 365 needed to be periodically synchronized to Freshservice.

The following general requirements were applicable to the project:

• Once a day, data is read from Dynamics 365 and stored in the Freshservice environment.
• It concerns the following Dynamics 365 entities. This was done by”Data mapping”
  • Accounts
  • Contacts
• Per processing, it is checked if the record exists as. This is explained at paragraph “Data mapping”. If the record exists an update will be executed where the data is overwritten. If the record does not exist then it will be created in Freshservice. For both situations the data mapping is applied.
• Dynamics Contacts are only processed if the rbac field has been filled.
• Dynamics data is retrieved via Dynamics service based on the WSDL
• Freshservice data is retrieved and stored via the Freshservice API

The project was successful and Iris One has now a daily synchronisation between the data of Freshservice and Microsoft Dynamics which helps the workflow tremendously.

Zeeman is a Dutch retail chain that acquired 160 textile supermarkets from Brons in 1980 and has nearly 1,300 stores in the Netherlands, Belgium, Luxembourg, Germany, France, Austria and Spain

For their customer service Zeeman uses Freshdesk to handle their tickets. As all the data of customer, like the order history, status of orders and contactdetails, are gathered at one place, the best way to help the customer as quickly and accurate as possible is to have that data immediately to you availability.

Zeeman gets over hundreds of phone calls a day by their customers checking for their order status, refunds or other questions. The telephony system Zeeman uses is Cisco. Zeeman asked Loyally if we could integrate their telephony system into Freshdesk to create a more smoothly workflow for their helpdesk.

As a result we developed a CTI app for Zeeman that integrates Cisco in their Freshdesk environment. All the fields were custom developed to the needs of Zeeman, so the workflow of handling customer contact would be precisely to the needs of Zeeman.

The integration not only provides Zeeman with better and faster communication with the customer it also saves 30 seconds per call

Cannock Chase Public advises and supports governments in the overall recovery process. They carry out their work with the aim of balancing financial and social returns. In 1991 Cannock stood at the cradle of the credit management profession in the Netherlands, motivated to do things differently than the traditional parties. Cannock believes that we can make a difference by understanding their clients’ needs. . Cannock now has more than 350 employees.

The partnership between Loyally and Cannock Chase has lasted for more than 4 years and apart from the expertise hiring of the Loyally team, Loyally also does consulting assignments such as consulting writing for the telephony system and separate integration assignments for Cannock itself.

Apart from the quality of work, the flexibility of this partnership is phenomenal. The good and strong relationship between Loyally and Cannock allows for scaling up and down on a weekly basis.

We are proud to have a partner and client like Cannock in our client base.

Rack Room Shoes is an American footwear retailer headquartered in Charlotte, North Carolina which operates more than 500 stores in 36 states under the Rack Room Shoes and Off Broadway Shoe Warehouse brands.

Rack Room Shoes contacted loyally for the integration of their new Freshdesk environment together with their telephony system: Five9.

Rack Room has a varying helpdesk between 25 and 50 people and wanted to organise it as effectively as possible by having them work on one screen and by having the calls automatically converted into tickets in Freshdesk. This way, they keep an overview and have all the client’s needs at their fingertips on the same screen.

When they started with the app, they started with the normal functionalities, but as we often encounter, many helpdesks have their own workflow. By adjusting the app in small ways to get closer to the optimal workflow for Rack Room, the CTI app was fully integrated into the customer service. This does not only save time for the helpdesk employee, but also helps clients to be helped faster and more accurately.

Loyally is the partner of Evolve IP Europe (formerly known as Mtel) for the development of integrations with the telephony platforms OBT and OCC that it supplies. For several customers of Evolve IP Europe developed customized solutions for eg integrations with self-developed CRM systems. For Evolve Ip, Loyally developed standard integrations for both platforms for Zendesk and Salesforce. These integrations are now being offered by Evolve Ip Europe in the Netherlands, Germany and Belgium, in combinations with these telephony platforms. Among others, Cozie in Belgium and Moduslink worldwide are users of these integrations.

Loyally remains responsible for the maintenance of these products, which, in close cooperation with the client, are regularly updated and / or adapted to new versions of the platforms.

The Netherlands-based Tourism Group (known from Tours and Tickets in Amsterdam) asked Loyally in the spring of 2018 to provide an integration between Freshdeks and the telephony platform Broadsoft. The aim was to help hero @ Tours @ Tickets employees more quickly and better, helping them with previous contacts, previously asked questions. The integration offers, among other things, the possibility not only to transfer the call, but also the associated data to a “second line”, so that the customer does not have to do her or his story several times. Thanks to a good cooperation with the Tourism Group’s telephony provider, this Loyally product was quickly implemented and the Tourism Group employees benefit every day from being able to recognize and help customers more quickly.

Napoleon Grills Netherlands came to Loyally via our partner CYS, the Dutch distributor of Freshdesk, to make an integration between Freshdesk, the CRM system they used, and AFAS, which keeps track of stocks, products and prices. Napoleon Grills Netherlands, supplies the products of this Canadian company, for all dealers in Europe.

The wish of Napoleon Grills was that from Freshdesk sales orders and files could be created in AFAS. In addition, customer data from AFAS in Freshdesk should be able to be updated. All this with the aim of avoiding duplication and keeping the information between both systems consistent.

Loyally realized this functionality in a number of weeks, including testing and implementation on Napoleon Grills’ servers. And to great customer satisfaction.