The WilldooIT team took the time to understand how we operate before configuring anything. The workshops upfront, the close collaboration through UAT and training meant the solution fit our workflows, not the other way around. This resulted in significantly reduced follow-ups, improved our response times and enabled better reporting and continuous improvement of our support processes.

About DENSO Australia:

DENSO Automotive Systems Australia is a leading supplier of advanced automotive technology, systems and components for major automakers. Based in Croydon, Victoria, the team designs, tests and supplies precision automotive parts to the Australian market and beyond.

Industry:

Manufacturing

A typical day:

On a typical day, the team would spend significant time searching through shared inboxes to identify open requests, clarifying ownership and responding to repeated follow-ups from clients asking for status updates. 

Some of the requests are tracked in an ad hoc manner on an Excel sheet with no single source of truth, so the team stayed reactive instead of getting ahead of issues.

The result: missed requests, duplicated effort and reporting that told us almost nothing.

The solution:

We implemented Odoo's Helpdesk module, chosen because of its seamless integration with Denso's existing Odoo ecosystem. It provided an end-to-end solution without requiring complex integrations or additional systems.

That native fit, plus configuration flexibility and a lower cost than standalone helpdesk tools, made it the clear call over third-party options.

The result & benefits

The most noticeable improvement has been enhanced visibility and control. 

All requests now sit in one place with clear ownership, prioritisation and status updates. This has significantly reduced follow-ups, sped up response times and enabled better reporting and continuous improvement of support processes. 

Our support team has moved from reactive to something closer to proactive.

Why WilldooIT and what was your experience working with the team?

The implementation experience was structured, collaborative and grounded in the realities of the business rather than a one-size-fits-all rollout.

WilldooIT conducted workshops to define workflows, ticket categories and SLAs, followed by configuration, UAT and user training ahead of go-live. Close collaboration with internal stakeholders ensured the solution was shaped around how the team actually worked, not a generic template.

– Saranya Naidu • XXX, DENSO Australia