How Omest Chose Desk365 After Evaluating 20 Helpdesk Tools

About Omest

Omest is a forwarding and logistic company headquartered at Bolzano, Italy. The corporation was founded in 2007 and specializes in transport services and in-house logistics in the ecommerce sector.

Learn more about Omest, visit https://www.omest.com/

Logistics

Industry

8

Agents

Customer support

Use case

The Challenge

For Omest, customer support is a high-volume operation. The company serves both B2B and B2C logistics customers across Europe, helping businesses and consumers navigate complex shipping and transport operations. Both types of customers need to be handled differently given guidelines for supporting both types of customers are nuanced.

Every day, the customer experience team receives upwards of 600 support requests, about everything from shipment status to missing packages.

Before Desk365, the team managed support almost entirely through Outlook.

There was no centralized ticketing process, no clear ownership, and no structured way to track service levels. Emails were sorted into folders, and agents worked through requests one by one as they arrived.

With an eight-person support team handling this large ticket volume, the process became increasingly difficult to sustain.

"It was first come, first served. An email came in, there was a problem, and the team tried to solve it before moving to the next one."

Alexander Müller, Digital Solutions Manager, Omest.

The company knew it needed a dedicated helpdesk platform that could bring order to a fast-moving environment.

Switched from: Zendesk

Omest researched 20 helpdesk tools in the market and considered options like Zendesk. They realized such enterprise platforms would require additional implementation partners and ongoing administration. They wanted a platform that was affordable, easy to learn, integrated well with Microsoft 365, and could help them professionalize their support operation without creating unnecessary complexity.

The Solution

Omest implemented Desk365 as the operational center for its customer experience team.

The company created two separate Desk365 instances for their two types of customers. One instance supports B2B customers, and another supports B2C customers.

This allows each business unit to maintain its own workflows, branding, communication rules, signatures, and ticket handling processes while keeping operations organized and easy to manage. The separation has become especially valuable because each side of the business has different customer expectations and service requirements.

Internally, Desk365 also helps the team standardize how work is managed. Alongside their own Agentic AI routing system, they use the Desk365 API to streamline their ticket flow.

Support requests are categorized, tracked, and routed through a structured process rather than relying on shared inboxes. The team can now monitor ticket status, understand workload distribution, and begin building measurable service operations.

Omest internally uses German and Italian while it serves all of Europe across multiple other languages. Translations and private internal notes help them collaborate and serve their diverse audiences.

The Desk365 difference

1. Good UX that simplifies a complex process

Managing professional customer support is inherently complex, especially for a distributed team handling hundreds of tickets across multiple languages and markets. What stood out to Omest was how the Desk365 platform and the way the features are organized made that complexity easier to manage. The interface felt intuitive, settings were easy to find, and the platform allowed the Omest team to work through support requests step by step without feeling overwhelmed.

2. Enterprise essentials without the enterprise price tag

Omest evaluated several leading helpdesk platforms, including Zendesk, but found that many enterprise solutions came with additional implementation costs and features they simply did not need. Desk365 provided the core capabilities that mattered most, including ticket management, Microsoft 365 integration, automation, and structured workflows, at a price point that made sense for the business.

Alexander compared it to Microsoft Word: most users rely on a small set of essential features every day, while many enterprise products continue to add complexity that only a handful of customers ever use.

“And I would say your tool brings that on the paper, what many other companies were not able to do, to give me a clear structure in this very, very complex topic. And that you made very good."

Alexander Müller, Digital Solutions Manager, Omest.

3. A team that’s easy to work with

Beyond the product itself, Omest valued the people behind Desk365. The team appreciated the responsive support experience and the willingness to listen to customer feedback. As their support operation continues to evolve, they see Desk365 not just as a software vendor, but as a partner that helps them build a better customer experience.