SIMONSWERK GmbH

Internal IT helpdesk with Zendesk

SIMONSWERK is a leading supplier of door hinges and hinge technology, specializing in the development and manufacture of high-quality hinge systems. The products provide the perfect connection between door and frame and meet the highest quality standards. The B2B company is active in numerous international markets and is present in over 20 countries through independent subsidiaries, agencies or its own employees.

Key data

Industry: Manufacture of door hinges for commercial, residential and entrance doors

Target group: B2B

Locations: Head office in Rheda-Wiedenbrück, East Westphalia, internationally active

Company size: Medium-sized company with 850+ employees

Initial situation before the introduction of Zendesk

The challenge was to collect to-dos for the internal IT department on a central platform and to resolve employees' concerns efficiently. For example, tickets for the technical equipment of new team members or IT problems needed to be processed efficiently.

Zendesk as a solution for efficient support

atlantis dx introduced Zendesk, the leading platform for customer service and support, at SIMONSWERK. With its user-friendly interface and wide range of functions, the tool enables the company to efficiently manage requests, optimize ticketing, analyze data and create personalized support experiences.

By using the customer service tool for in-house IT, internal IT cases of all kinds can be processed efficiently. Individual Zendesk training courses for employees and admins enable SIMONSWERK to use the system productively and expand it independently.

SIMONSWERK and atlantis dx: From the idea to implementation

We at atlantis dx developed the concept for the processes in close cooperation with SIMONSWERK and then automated and optimized them in Zendesk: As part of a workshop phase, we matched the customer requirements with the technical possibilities, created a viable concept from this and then implemented it. Once the system had been successfully set up, the SIMONSWERK team received targeted training.

Details of the Zendesk installation

Ticket forms with conditional fields
Two forms - standard support ticket and onboarding ticket - use conditional fields to enter exactly the information that the IT team needs for a quick solution.
Extending Zendesk with Marketplace apps
Apps from the Zendesk Marketplace extend the range of functions. For example, one of these apps can immediately show agents the last five interactions of the requester - valuable context without a marathon of clicks.
Individual ticket status in the Admin Center
Additional statuses (such as "Accepted") ensure that work steps in the agent workspace follow the internal IT process 1-to-1.
Help Center branding & warning banner
Zendesk Knowledge has been adapted to SIMONSWERK's corporate identity. A permanent warning banner indicates current faults and reduces queries after known incidents.
Active Directory integration (SCIM + SSO)
User and group management are fully automated via the existing Active Directory. Thanks to SCIM provisioning, new employees immediately receive the correct Zendesk role and group access.
Skills-based routing
With skills, Zendesk forwards tickets directly to specialists (e.g. "Network", "Hardware", "O365"): waiting times are reduced, first-time fix rate increases.
Side conversations for external service providers
The side conversations function automatically opens an email to the recipient address. "To" is preconfigured and documents the communication in the ticket in a traceable manner.

Result: More overview - less effort

SIMONSWERK benefits from centralized and efficient processing of internal IT issues.

The project was expanded to include a second department; in addition to IT, the marketing team now also works in the Agent Workspace. As part of our ongoing support, we are continuing to develop new ideas and opportunities to optimize further processes.

To the SIMONSWERK website

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