From four systems to one customer view
How Isodeco answers DIY questions 70% faster, with the same team and a growing order volume.
In short
Challenge
Customers install themselves, so every question calls for substantive advice. But the knowledge was scattered across four systems and across colleagues.
Approach
Customer communication, order and product information and installation knowledge brought together in one working environment.
Result
70% shorter response time and 38% more messages per week, with the same team.
About Isodeco
Isodeco is a do-it-yourself specialist in wall covering, PVC floors and staircase renovation. The principle: products customers can install themselves, without demolition or major renovation. Wall panels that go over existing tiles, floors with a click or adhesive system, overlay treads for the stairs.
That principle also shapes the customer contact. Those who DIY have questions. Questions beforehand about the right choice, and during the work about the execution. Isodeco doesn't sell a product and done; it sells a project the customer has to work through themselves.
Industry
E-commerce
Target group
Consumers and B2B partners
Customer contact team
6 employees
Volume
300+ customer questions per week
Connected systems
Webshop platform, order system, stock information
Channels
Webshop, showroom Alblasserdam, phone, email, social media, review platform
The starting situation
A customer is standing in his bathroom with a freshly delivered wall panel in his hands and sends a message: can I stick this straight onto my existing tiles, or does something need to go over them first?
To answer that question, an Isodeco employee had to combine four things: exactly which product this customer ordered, what the installation instructions prescribe for that product type, whether the surface is suitable, and whether the matching installation kit was ordered along with it. Four systems, one question. On average seven minutes of work, at around 400 questions a week.
As Isodeco grew, that problem grew with it:
Every question is substantive
With a do-it-yourself proposition it's rarely about "where is my parcel". It's about m², surfaces, corner profiles and which kit goes with what.
The knowledge sat in people, not in systems
Colleagues who had been there longer knew which panel can and can't go in a wet room. New colleagues had to ask around and were only independently deployable after eight weeks.
The range grows faster than memory
Dozens of product lines, each with its own installation guidelines and accessories.
Peaks can't be planned for
A seasonal promotion instantly triggers a wave of questions from people who still have to choose, not from people who have already ordered.
Two audiences, two kinds of answers
A B2B partner needs different information than a consumer sticking up a wall panel for the first time.
“It didn't feel like we were answering questions. We were looking up information.”
Firoze Takin, team coordinator at Isodeco
Why aishaa
Isodeco chose aishaa. Not as an extra system alongside the existing ones, but as the place where communication, customer information, product knowledge and AI come together. Every employee works from the same context, so every customer gets the same advice.
The implementation
One week from kick-off to go-live.
Step 1
Getting acquainted and connecting
We started with an introductory meeting in which Isodeco's team put the most common customer questions on the table: where do they come in, what information is needed, where does it get stuck? Based on that, we connected the webshop platform and the order system, so order and customer data automatically appear with every conversation.
Step 2
Setting up company knowledge
Then we set up the company knowledge. For Isodeco that was the most important part: installation guidelines per product type, suitable surfaces, required auxiliary materials, return and delivery conditions. That way the reply suggestions match what Isodeco actually advises and their tone: practical, helpful, without jargon.
Step 3
Live after one morning
After one implementation and training morning, the team worked independently in the platform.
How it works now
Back to the earlier example. The employee opens the message and sees in one screen:
What used to take four systems and seven minutes now takes two and a half minutes. Not because people work harder, but because there's no more searching.
The results
The same team of six, a different pace.
shorter response time: from seven to two and a half minutes per DIY question.
more messages processed per week, with the same team of six.
7 min → 2.5 min
average handling time per question.
from the team coordinator
The best part isn't that we work faster. The best part is that every customer gets the same quality of service, regardless of which employee picks up the message.
Firoze Takin, team coordinator at Isodeco
Looking ahead
Isodeco uses the insights from incoming questions to make adjustments earlier in the process: which product information structurally raises questions, which installation explanation turns out to be unclear, which accessory is structurally forgotten when ordering.
Smarter customer contact thus delivers not only time savings, but also better product information and fewer misunderstandings afterwards.
Sound familiar?
At your company too, the team switches between systems every day to answer a single customer question. We're happy to show you how it can be done differently.