Ticketing and Self-Service Standardized Across 13 Markets

Otovo operates in 13 European markets, matching customers with installers for residential renewable-energy projects. 

After-sales service was run separately in each country, with no self-service and no shared way to handle tickets. 

New markets had no clear process at all, so Otovo needed a centralized operating model for customer support across all markets.

1) No self-service

Customers couldn’t resolve simple issues on their own, so every basic question turned into a ticket. This pushed avoidable volume onto Support and slowed down responses for real problems.

2) Duplicated tickets

Customers opened new tickets instead of replying in the same thread, so the same case landed with different agents. Ticket volume looked higher than it really was, work was repeated, and no one saw the full history in one place.

3) No visibility into customer satisfaction 

CSAT wasn’t measured in a consistent way, and feedback was scattered. Teams couldn’t tell if changes actually improved the experience or which markets were underperforming.

4) No shared service model

Each market handled support in its own way, with different rules and habits. There was no single standard for handling cases, making training, scaling, and cross-country comparison difficult.

1) Self-service Knowledge Base

We implemented a global Knowledge Base using HubSpot Service Hub Enterprise to deflect common issues and reduce ticket volume.

(Otovo's Knowledge Base for the UK market)

2) Duplicate control & smart assignment

We built a workflow that merges new tickets into existing cases of the same category and routes them cleanly to the right agent.

(Workflow for merging tickets)

3) AI-based ticket categorization

Enabled an OpenAI-based workflow that reads new tickets, identifies context, and sets priority based on category (e.g. health & security as highest) or ticket content, so routing and prioritization happen automatically.

(Context-based ticket categorization workflow)

4) Global CSAT program

Rolled out a multi-market CSAT survey and limited how often each customer is asked for feedback, so results stay consistent and comparable.

(Customer Satisfaction Survey for Otovo)

5) Communication framework

Introduced one set of rules for how customers reply, how agents handle duplicates, and how stale tickets are managed.