Toleco supports complex
ERP projects at scale with Desk365
About Toleco
Toleco helps food-producing companies digitalize their operations through automation and data integration. They build automated solutions and provide a dedicated platform where data from ERP systems is made accessible through a user-friendly, custom-built interface. Within this same platform, their customers can also monitor their automations and integrations, giving them continuous insight into process performance, data quality, and system stability.
To learn more about Toleco, visit https://toleco.nl/.
Food production consultancy
Industry
8
Agents
ERP Support & Project Management
Use case
The Challenge
Toleco helps food-producing companies digitalize and automate their operations through ERP consulting, integrations, and automation solutions. Toleco supports customers across the full lifecycle from goods receiving and inventory tracking to production workflows and data exchange via APIs. Their customers operate in production environments where continuity, traceability, and speed are critical. Support requests range from day-to-day questions about production to larger projects involving close collaboration between consultants, developers, and project managers.
They needed a single, structured system to manage customer requests, retain knowledge, and smoothly transfer work between different roles within their team.
Prioritization was difficult, conversations were fragmented across email threads, and internal context was often lost. There was no reliable way to track ownership, maintain ticket history, or hand work off smoothly when responsibilities shifted.
As ticket volume increased, the lack of structure made it harder to maintain visibility, accountability, and continuity across the team.
"It was just too complicated. You couldn’t really prioritize tickets or give ticket numbers back to customers. We were always searching for the right communication string."
Tony de Wolf, Managing Partner, Toleco
The Solution
Previously using: Trello
In their early days, customer support was handled through email and later through Trello, with emails being converted into cards through custom automations. While this worked temporarily, the setup quickly became limiting as the team scaled.
Toleco has been using Desk365 as its central ticketing system for nearly two years. Desk365 is used daily for:
- Handling customer requests related to ERP configuration and production environments
- Managing larger projects where tickets can easily be transferred from consultant to developer to project manager by simply changing the assigned agent
- Capturing and reusing knowledge through a centralized knowledge base
They recently upgraded to the Desk365 Plus plan to take advantage of the AI-powered features, particularly for knowledge base articles and automatic ticket summaries. These capabilities help them document solutions more efficiently, maintain consistent knowledge, and onboard new team members faster. While Toleco continues to explore deeper AI use cases, these features already deliver tangible efficiency gains.
“What I find very helpful is the ticket summary. Short, clear bullets with the scope and solution. It saves time and gives quick clarity.”
-Tony de Wolf
Initially introduced for support requests, Desk365 gradually became the backbone for broader operational workflows. Tickets now move fluidly between consultants, developers, and project managers by simply updating ownership – without losing context or history.
“Desk365 isn’t just used as ‘receive ticket, solve ticket, close ticket.’ It’s really used as a chain of events that supports how we actually work.”
-Tony de Wolf
The Desk365 difference
With Desk365, Toleco operates from a single, structured platform for both support and project management. Customer requests are clearly tracked, handovers between roles are seamless, and valuable knowledge is retained within the organization. The addition of AI further strengthens our workflow by improving documentation quality and increasing efficiency in daily operations.
“Desk365 aligns well with the way we work: structured, scalable, and collaborative. It supports both operational support and complex, multi-disciplinary projects, making it a solid foundation for our growing organization and our work within the food manufacturing industry.”
-Tony de Wolf
Looking for a ticketing tool that keeps departments aligned, agents supported, and service delivery on track?
Desk365 is proud to be Toleco’s internal ticketing and support operations tool.
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