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Clients cases – Zendesk Case Studies – Client Case: Topfibra

About the company

Topfibra is a technology partner to GRP pipe manufacturers. The company engineers and supplies turnkey E-CFW production lines built on its EFW® technology to expand manufacturers’ capabilities in the production of GRP pipelines. Topfibra's technology focuses on key production targets for our customers’ production: higher profit through stable output, fast changeovers, low scrap, and data-driven process control. They stay involved after installation to help teams reach profitable and stable performance.

Start: September 15, 2023
Completion: November 16, 2023

Country

Slovenia

Industry

Manufacturing

Tech Stack

Zendesk Support

Zendesk Guide

Light Agents

How Topfibra Delivers Faster, Smarter Support with Zendesk & Cloudfresh

Challenge: Turning 24/7 Production Support into a Structured Process

Supporting 24/7 production requires precision and speed. For Topfibra, this meant ensuring that every customer request could be tracked, prioritized, and resolved without delay. Relying on scattered channels like email and personal chats made it harder to see the full picture and slowed collaboration. The team saw the opportunity: create one structured system where urgent issues surface immediately, ownership is clear, and all context stays connected.

  • Fragmented communication channels made ownership unclear and slowed down first response times.
  • Urgent machine-down cases were difficult to escalate without a centralized queue or severity-based tags.
  • Handoffs to engineering lacked structure, causing status updates and context to be lost along the way.
  • There was no reliable way to link support cases to a client’s plant, line type, serial numbers, or SKUs.
  • Repetitive questions added to ticket volume due to limited self-service resources.
  • Drawings, photos, and logs were scattered across inboxes, making history tracking and search inefficient.
  • Reporting capabilities were minimal, leaving no clear visibility into volume, backlog, first response time, or overall trends.
  • The web widget displayed content in the user’s device language. Since articles were only available in English, many customers saw no resources and opened avoidable tickets.

Topfibra’s priority was clear: move away from email-based support to a centralized system that could process and prioritize customer requests quickly, especially for production-critical issues.

Topfibra Manufacturing

Solution: Zendesk Implementation with Cloudfresh

To bring order, speed, and clarity to their support, Topfibra chose Zendesk, and partnered with Cloudfresh, an official Zendesk partner. Together, the goal was simple but powerful: give every customer request a clear path forward and every support agent the tools to respond with confidence.

Why Zendesk?

To overcome these challenges, Topfibra turned to Zendesk—a structured, scalable solution that:

  1. Centralizes all requests into one system.
  2. Surfaces severe issues immediately through fields and severity-based workflows.
  3. Provides a single queue for 24/7 production issues, ensuring clear ownership and smoother handoffs.
  4. Supports Light Agents for cross-team input from engineering and sales.
  5. Integrates knowledge base articles directly into ticket workflows.
  6. Delivers actionable reporting.
  7. Meets security and administrative requirements without heavy maintenance.

Partnership with Cloudfresh: From Setup to Smooth Adoption

From configuration to guidance, Cloudfresh worked side by side with Topfibra to make sure the team felt supported every step of the way. From the start, the joint goal was clear: give Topfibra one place to manage 24/7 production requests and a foundation for scaling customer support.

Together, the teams focused on three priorities: onboarding, channel setup, and knowledge sharing.

What Cloudfresh delivered:

Zendesk Support implementation using the Fresh Pro service, including configuration of the core support channels—email, WhatsApp, and the website widget.
Training for agents and admins, ensuring Topfibra could manage Zendesk independently and build its own SOPs and playbooks.
Guidance on building the EFW® Technical Center in Zendesk Guide, laying the groundwork for a self-service culture.
A critical fix for the widget language issue, implementing a locale override so all users, regardless of device language, could access knowledge base suggestions.
Clear handover and project delivery within just two months.
Empower your teams with faster resolutions, enable clearer ownership, and scale support for 24/7 operations with Zendesk. Let’s talk!

Results: Faster Responses, Clearer Ownership, and Better Collaboration

With Zendesk in place, and Cloudfresh guiding the setup, Topfibra’s support felt lighter, faster, and more connected. What used to be spread across inboxes now flows into one clear system, where urgent issues get the attention they deserve and collaboration feels effortless:

1. Single structured queue → faster resolution and less downtime.
All requests flow into one place, making ownership and priorities clear. Severe cases now surface immediately, ensuring production-critical issues receive instant attention.
2. Omnichannel support in one system → smoother customer experience.
Customers can now reach Topfibra via the website widget, email, and WhatsApp—all managed in a single platform. This centralization has streamlined workflows and improved overall productivity.
3. Improved collaboration → quicker, more accurate answers.
With Light Agents, colleagues without full Zendesk licenses—such as engineering and sales—can still see ticket information, add files, and share context directly inside Zendesk, without taking ownership. This keeps everyone aligned while keeping support in control. Combined with Side Conversations integrated with Slack, teams can exchange input in minutes, and the entire discussion is automatically saved back to the ticket. This eliminated side emails, strengthened internal collaboration, and ensured customers receive faster, clearer answers.
4. Knowledge put to work → empowered plant operators.
The EFW® Technical Center in Zendesk Guide, maintained in-house, offers articles tagged by product, symptom, and step. Agents link articles to tickets using Knowledge Capture. Popular resources include the E-CFW start-up checklist, changeover recipe steps, diameter gauge calibration guidance, and alarm code fixes.
5. Reduced repetitive tickets → more focus on complex cases.
After Cloudfresh resolved the widget language issue, customers now see relevant articles consistently, cutting down on unnecessary requests.
6. Data-driven improvements → predictable outcomes.
Repeated questions are turned into playbooks and articles, making outcomes predictable and freeing up time for higher-value tasks.
“Zendesk gave us one place to manage 24/7 production support. Tickets move faster, knowledge is put to work, and customers get clearer answers. Cloudfresh set up the foundation and quickly resolved a key widget language issue that was blocking article suggestions.”
Mauricio Facchinetti CEO and co-founder of Topfibra

Future Plans: Scaling Knowledge and Self-Service

Topfibra is planning to expand the EFW® Technical Center with high-value articles based on ticket trends, turning recurring questions into guides and checklists that make self-service faster and more effective. This ongoing work will reduce ticket volume, strengthen customer confidence, and ensure the support team stays focused on critical cases.

Cloudfresh will remain a strategic partner, providing expert guidance on Zendesk best practices, consultations for new features, and support for scaling the system as Topfibra’s needs grow.

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