Challenge
Tridonic builds smart and sustainable lighting systems. The team wanted to reduce manual communication work, consolidate feedback channels and replace a survey setup that required too much manual analysis and reporting.
Solution
Gleap was introduced in stages. First, email communication became a centralized ticketing workflow. Later, Tridonic added AI chat to create a stronger self-service foundation. The team also brought survey and feedback work into Gleap so results are easier to analyze and act on.
Result
- Gleap is the central dashboard for customer interactions, ticket routing, surveys, AI support, product tours and tooltips.
- Instead of switching between separate tools, the team manages settings, reports and support workflows from one place.
- Next, Tridonic plans to expand AI support with richer product information, personalized recommendations and more automated handling of customer inquiries.
