- Milcobel is one of Belgium's largest dairy cooperatives, delivering high-quality dairy products like milk powders, mozzarella, cheese, and ice cream to B2B customers globally.
- Milcobel generated a revenue of €1.5 billion, with over 1,800 global employees and millions of cows.
- Switched from personal inboxes to using 1 shared inbox, integrated with Outlook and SAP.
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Enterprise Automation in the Food Industry
How Milcobel’s customer operations became the cream of the crop with Tekst
Milcobel in a nutshell
In the fast-paced world of food production, efficient customer operations are crucial. Milcobel, a dairy giant with €1.5 billion in revenue and a workforce of 1,800, faced operational challenges with its customer service teams. Relying on personal email inboxes made it difficult to track customer queries, risking compliance with GDPR and complicating collaboration between colleagues - a far from ideal situation.
From personal to shared inboxes
For Milcobel, the core issue lay in managing customer service communications through individual inboxes. "Our CS agents were all working from personal mailboxes," explained Koen Van Der Stoelen, a Milcobel IT manager. "We tried moving to a shared mailbox before, but it failed because of the complex rules we had to set for routing different messages."
Impossible is nothing
Milcobel implemented Tekst alongside Outlook and SAP, achieving what had previously been impossible. "We love that now we have very good insights into the daily emails we get from customers." said Sophie De Keer, Milcobel customer service manager.
STekst’s clear dashboards and automation features made it easy to route customer queries based on their needs. "With Tekst, the same rules worked perfectly," added Koen. The platform also allowed Milcobel employees to assist each other effortlessly, boosting both collaboration and service quality.
Sharing is caring
Tekst transformed how Milcobel handled customer communications, helping the company improve response times and GDPR compliance.
"Colleagues can now easily help other colleagues"
Sophie noted, highlighting the system’s collaborative power.
As for Tekst’s performance? "I’d almost give them 10 out of 10, but you know they say you can never give a 10" Koen remarked with a Belgian inside joke. With this success, Milcobel confidently recommends Tekst to other food production companies, driving operational excellence one email at a time. "We would definitely recommend Tekst to other food production companies," Sophie concluded, underscoring the platform’s role in their success.