How eDesk helped Trainz.com to triple revenue with extraordinary customer support

Trainz.com case study

“eDesk allows us to keep up with business sales and not implode. We now have one system to manage everything. Having a multi-platform in one place certainly streamlines the customer service module and from a cost benefit point of view eDesk was better value for us than getting our IT team to build their own. My business is my passion and we take care of our customers so they come back.”


Scott Griggs

CEO and Chief Engineer, Trainz.com

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Lack of oversight and consistency was the problem

With a goal to respond to 95% of customer tickets within 24 hours, Trainz.com believes that, “if you can’t measure it, you can’t manage it.” The company needed clear visibility of their ticket handling so they could be agile in preventing slow response times.

As an eBay preferred partner, Trainz.com wanted to nurture that relationship while testing out their selling across other marketplaces like Amazon, Sears and Walmart.

During one particularly busy Christmas period, Scott Griggs was frustrated by the time consuming and inconsistent ways agents in the US and Philippines responded to queries. Customer support inefficiencies were hindering their ability to grow.

eDesk
Customer:
Since 2016
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eDesk solution:
eDesk Helpdesk
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Integrations:
Own Shopify Webstore, eBay and email
Train
Industry:
Collectables

A dashboard view of the eCommerce ecosystem was the solution

To scale customer support as they grew, Trainz.com needed to streamline processes, and clear oversight of ticket handling across all channels and agents.

Ruling out a homegrown solution as too complicated and expensive to build, Trainz.com selected eDesk to help them consolidate all their retail channel communications into one centralized inbox. With a dashboard view of their eCommerce ecosystem, the business can now respond to queries more quickly, and easily plug in different eCommerce platforms as they grow.

eDesk helped Trainz.com to achieve much-needed transparency of all customer queries and deliver standardised responses to common queries that save time and increase consistency across all their marketplaces. During one particularly busy Christmas period, Scott Griggs was frustrated by the time consuming and inconsistent ways agents in the US and Philippines responded to queries. Customer support inefficiencies were hindering their ability to grow.

The eDesk reporting tool provides the business with actionable agent, product and channel performance insights in real time. As an eBay top seller, Trainz.com now has full oversight of the customer support escalation process which enables them to achieve their goal of resolving 95% of customer queries within 24 hours.

Great results

  • 3X revenue growth
  • 0 eBay cases requiring seller resolution
  • 95% of responses within 24 hours achieved

About Trainz.com

Trainz.com is North America’s largest eCommerce buyer and supplier of model trains and parts, with millions in sales annually. Founded in his parent’s garage in 1975, when entrepreneur Scott Griggs turned his love for model trains into a career that would last a lifetime. The business, based in Buford, Georgia USA, is the goto brand for train hobbyists.

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