Book a consultation that's ideal if you’re planning a project and want to explore the fit, scope, and the next steps.
Get strategic CX guidance, troubleshooting help, or implementation advice.
Ideal for teams who need strategic advice, quick validation before making bigger changes, or for complex questions about setup.
Hertz Baltics operates Hertz car rental, leasing, and fleet services across Lithuania, Latvia and Estonia, running customer support for all three markets.
Fragmented Multi-Country Setup With No Structure
Lithuania, Latvia, and Estonia all ran on one shared Zendesk environment with no consistent structure, making it hard to manage support cleanly across three markets or scale as the business grew.
Disconnected Email Addresses & Inconsistent Routing
Tickets arrived through many separate, disconnected email addresses with inconsistent routing, forcing agents to monitor multiple inboxes.
No SLA Tracking or Enforcement
Agents worked without clear ticket views or SLAs in place, so contractual response and resolution time commitments could not be tracked or prioritized.
No Self-Service for Customers
There was no Help Center, so every customer question, including common, repetitive ones, had to go to a human agent, with no way for customers to find answers on their own.
Unified Multi-Brand Agent Workspace
Rebuilt the configuration around LT, LV, and EE as three separate brands within a single Zendesk platform with agent groups per brand and department, defined roles and permissions, and clean views so each agent sees only what’s relevant to them.
Consolidated, Brand-Correct Email Channel
Connected and authenticated all departmental email addresses across the three brands (SPF/DNS), removed Zendesk branding with clean HTML templates, configured reply threading and signatures, and set up forwarding so tickets are created on behalf of the original sender.
Select an Address — Correct Sender Every Time
Installed and configured the Select an Address app so agents choose the right brand/department address before sending, with sensible defaults per ticket type, eliminating replies from the wrong address.
Structured Ticket Routing & Views
Configured routing rules based on brand, department, and the email address a ticket arrived at, with per-team views organized by status and priority, category grouping, and proactive ticket creation for agent-initiated cases.
Forms, Fields & Automatic SLA Enforcement
Built ticket forms and custom/conditional fields to capture the right information up front, and defined SLA policies per brand and priority with breach alerts and On-hold pause rules tied to partner SLA windows.
Automation, Macros & Follow-ups
Set up a macro framework and naming convention, automated Pending and On-hold follow-ups so tickets are never forgotten, and configured branded customer notifications for ticket creation, proactive tickets, and agent replies.
Side Conversations & Partner Phrasing Rules
Optimized Side Conversations so agents can loop in colleagues and external partners without exposing it to customers, with partner contact mapping and pre-built message templates that auto-fill key ticket details.
Three Mutli-language Branded Help Centers (Self-Service)
Built three separate Help Center per brand, Lithuanian, Latvian, and Estonian, each with English and their respective country’s language with custom themes, structured categories and articles, custom domains with SSL, and the Knowledge app enabled for both public and internal (agent-only) content.
Zendesk Copilot — AI Assistance for Agents
Enabled Copilot for suggested replies, thread summaries, quick answers from the Help Center, similar-ticket lookups, suggested macros with confidence levels, and duplicate-merge flags.
Phone Channel via CloudTalk Integration
Implemented CloudTalk, securing phone numbers for Lithuania, Latvia, and Estonia. Inbound and outbound calls are handled inside the Zendesk workspace and mobile apps with call routing, voicemail for missed calls, and automatic ticket creation, keeping calls and email tickets in one place.
Analytics
Built custom reports covering agent and team efficiency, SLA compliance, ticket volume and distribution, and call data per country.
Agent Training & Admin Enablement
Delivered hands-on training across the agent workspace, ticket handling, macros, and side conversations, a Copilot walkthrough, Help Center management, and admin training for the team members who manage the configuration going forward.
6 weeks
The shared, unstructured setup was rebuilt into three clean brands on one platform, each with its own views, routing, and SLAs, ready to scale across all three markets.
Inbound emails become tracked tickets routed automatically by brand, department, and address, removing the manual triage and missed-inbox problem.
Response and resolution targets are now tracked per brand and priority, with breach alerts so agents can prioritize before a target is missed.
Replies and notifications go out from the correct Hertz brand address with branded templates, giving customers a professional consistent experience across LT, LV, and EE.
Three branded Help Centers let customers find answers in their own language around the clock, reducing repetitive inbound to agents.
Calls for Lithuania, Latvia, and Estonia now live in the same workspace as email — including Latvia, which Zendesk Talk could not support, giving agents full context on every interaction.
Copilot triage, summaries, and suggestions reduce routine cognitive load and help agents respond faster and more consistently.
Custom dashboards give team leads clear insight into efficiency, SLA performance, ticket distribution, and call data by brand and country.
