---
title: "Modernizing Timsoft’s Customer Support Experience with Help’Kru"
slug: "modernizing-timsofts-customer-support-experience-with-helpkru"
language: "en"
canonical_url: "https://tekru.ca/en/case-studies/modernizing-timsofts-customer-support-experience-with-helpkru"
markdown_url: "https://tekru.ca/en/case-studies/modernizing-timsofts-customer-support-experience-with-helpkru/study.md"
published_at: "2023-11-03T14:18:00"
updated_at: "2025-05-19T15:18:09"
categories: ["Automation","CRM","Customer portal"]
---

# Modernizing Timsoft’s Customer Support Experience with Help’Kru

How a Major Digital Retail Player Transformed Its Customer Service with a Custom Platform? This was the challenge taken on by Timsoft, a Cegid integrator, who entrusted Tekru with the mission of completely redesigning its support portal.

## Introduction

**How a Leading Digital Retail Player Transformed Its Customer Service with a Custom Support Platform**

That was the challenge taken on by **Timsoft**, an integrator of ERP solutions such as Cegid, operating in multiple countries, who entrusted **Tekru Technologies** with the mission of completely rethinking its support space.

In this article, discover how **Help’Kru**, our modular support management solution, enabled Timsoft to modernize its internal processes, boost agent productivity, and deliver a better experience to its professional clients. From the initial audit to production launch, follow the different phases of the project, the technical challenges tackled, and the concrete results achieved.

## Challenges faced

**Timsoft was facing several technical and functional challenges that were limiting the performance of its support service:**

1. **Customer Portal Usability** Complex navigation, lack of intuitiveness, and low adoption rate among end users.
2. **Agent Experience Optimization** An interface ill-suited for handling a high volume of tickets and the absence of structured reporting tools.
3. **Specific Internal Processes** Complex workflows related to contract, quote, and customer support management that needed to be adapted to a new solution.
4. **Synchronization with Cegid** Technical and functional alignment with their ERP system to ensure consistency and reliability of customer data.

## Project goals

- **Centralize the management of tickets, documents, and contracts**
- **Streamline client-agent communication**
- **Integrate the tool with Cegid via API**
- **Create an intuitive, multilingual, and secure environment**
- **Increase support team productivity**

## Proposed solutions

**Tekru deployed Help’Kru, a customizable support solution with dedicated modules for both agents and clients.**

### For Timsoft Agents:

- Advanced ticket management interface
- Dynamic filters, smart assignment, and full ticket history tracking
- Integrated contract management module
- Real-time synchronization with Cegid
- Real-time dashboards and performance indicators

### For Timsoft Clients:

- Simplified ticket creation
- Access to a multilingual knowledge base
- Full request history
- Personalized user dashboard

## Technologies used

- **Next.js** for a high-performance client-side interface
- **React** for dynamic and responsive components
- **Node.js and Express** for a custom backend
- **MySQL** for structured data management
- **Fortinet VPN** to secure data exchanges between systems

## Results

- **2 times more tickets processed on time**
- **35% reduction in resolution time**
- **40% increase in customer satisfaction**
- **99.98% reliable synchronization with Cegid**
- **5 internal processes automated**

## Conclusion

Thanks to **Help’Kru**, Timsoft has transformed its customer relations and optimized support management. The rapid adoption by teams, the reliability of ERP exchanges, and the ease of use for clients make this project a true success.

### Future Directions:

- Adding predictive alerts through AI
- Integration with BI tools (Power BI, Looker Studio, etc.)
- Analyzing tickets to optimize FAQs and the knowledge base