Tuttnauer builds a scalable, compliant support system with Desk365

About Tuttnauer

Tuttnauer has been manufacturing sterilizers for over 95 years. As a global leader in sterilization and infection control solutions, their autoclaves are trusted by hospitals, research institutes, clinics, and laboratories in more than 140 countries.

To learn more about Tuttnauer, visit https://tuttnauer.com/.

Medical Equipment

Industry

8

Agents

Customer service

Use case

The Challenge

Tuttnauer manufactures sterilization chambers used by hospitals and dental clinics worldwide. Their service team, comprised of 8 members, handles order fulfillment, spare parts shipping, and customer service globally.

They faced three major challenges:

Scaling service requests – handling 100s of tickets monthly without losing oversight.

Global collaboration – coordinating between teams in the Netherlands, the U.S, and others.

Avoiding lost or fragmented requests – relying on email workflows risked missed tickets and delays.

Chosen over Zendesk

Although Zendesk was already in use at Tuttnauer headquarters for IT and ERP support, the service team chose not to adopt it. For their needs, Zendesk felt overly complex, that added friction instead of streamlining workflows.

What Tuttnauer needed was a straightforward, intuitive system that could align with a small team without heavy training. Desk365 fit that requirement by providing essential features like ticket tracking, collaboration, and Microsoft Teams integration in a clean UI, without the unnecessary complexity.

The Solution

Tuttnauer was looking for a helpdesk platform that was simple enough for a lean service team to adopt quickly, but powerful enough to handle global service requests at scale. After testing other tools that fell short on usability, the team turned to Desk365.

With Desk365, Tuttnauer was able to centralize all incoming service requests, whether they came via email, Microsoft Teams, or the customer support portal, into one unified system. This meant that the eight-person team no longer had to juggle shared inboxes or worry about losing track of requests. Every customer query was automatically logged as a ticket, assigned to the right agent, and tracked until resolution.

"We didn’t want too many bells and whistles. We just wanted something simple, easy to use, integrated with Teams, and that’s exactly what Desk365 gave us."

Jim De Jager, Head of Service Strategy and Business Development, Tuttnauer.

The intuitive user interface was a key factor. Unlike other solutions that didn’t have the right functionality, Desk365 gave Tuttnauer’s service agents clear visibility into the status of each request, ticket history, and customer details, all without additional training. The ability to work seamlessly inside Microsoft Teams and Outlook further streamlined workflows, enabling agents to manage tickets without switching between systems.

“The team is able to track tickets, not forget customer requests, and I can see the oldest tickets disappearing. That’s a big change.”

Jim De Jager, Head of Service Strategy and Business Development, Tuttnauer.

The Desk365 difference

Desk365 has enabled Tuttnauer’s service team to:

Log every incoming request for accountability

Improve first-time resolution rates

Enable cross-geography collaboration with consistent visibility
Onboard agents quickly thanks to the intuitive UI

For the team at Tuttnauer, it came down to one thing that made all the difference: The clear and intuitive UI. “Other tools failed in the first two steps,”, says Jim, while Desk365 was easy to start using immediately. That “works from the start” aspect was a huge value driver and even decision factor.

With Desk365, the team has streamlined its service operations with a reliable, and scalable helpdesk system, one that supports their unique needs and globally distributed presence.