Customer Story

TAMANNA’s Zendesk Enhancement Using Popdock Connector

The Popdock Connector for Zendesk enables TAMANNA’s Zendesk agents to view all their data, without ever leaving Zendesk.

TAMANNA’s Background

Kuwaiti in origin, TAMANNA is the new number-one online destination for an unforgettable, convenient local shopping experience. TAMANNA exists to realize and deliver every wish for the most up-to-date exclusive selection of fashion, beauty, and lifestyle. Customers can now shop their favorite international retail brands conveniently online – the way they might shop at their favorite shopping mall.

Promising convenience at every level, customers can enjoy the ease of local same-day delivery service, convenient click-and-collect service at the Avenues Mall, and a simple 30-day return process.

Project Scope

Before using the Popdock Connector for Zendesk from eOne Solutions, TAMANNA’s Zendesk agents were losing time and productivity by searching for their data. They had to access D365 Business Central, Zendesk, Broadleaf, and, their payment gateway, to respond fully to their customers’ inquiries. Having to consult several different applications to retrieve customer history resulted in slower response times to their customers, and inefficiency in their data.

TAMANNA needed to consolidate information from all their solutions to give their Zendesk agents a full view on one screen that contained all the relevant information they need to deliver a great customer experience. Now their Support agents can work within one application, Zendesk, and never leave it to retrieve relevant data.

The Solution

TAMANNA was planning to implement an integration platform, but after finding eOne on the Zendesk marketplace, they wanted to know more. With the Popdock Connector, there is no need for integration. TAMANNA could simply display their D365 Business Central Data in Zendesk. After contacting eOne, their solution was up and running in two hours.

The Benefits

With the implementation of the Popdock Connector for Zendesk, TAMANNA agents can now see a complete customer history without leaving their browser. They are happier, more efficient, and have lowered their response times. The solution even goes deep enough to include product images for reference. Everything is available, without needing to ask.

Omar Ashour, Omni-Channel Customer Service Manager for TAMANNA, says the ease of use is his favourite feature of the Popdock Connector for Zendesk. “I’m not a developer, so I am very impressed with how easily I can make changes on my own,” he said.

I’m not a developer, so I am very impressed with how easily I can make changes on my own.

Omar Ashour, Omni-Channel Customer Service Manager at TAMANNA