Case Study: PLM Group improves customer service with Popdock integration from eOne Solutions

PLM Group Optimizes Customer Service with Popdock Integration

PLM Group, a Northern European software solutions provider for 3D printing, faced a challenge during its multi-country rollout of Microsoft Dynamics 365. They found that the Dynamics 365 Customer Service module would significantly hinder their support agents' productivity and customer experience. They needed to maintain their go-live date while keeping their efficient Zendesk support platform, but it lacked integration with their new CRM system.

eOne Solutions provided the solution with its Popdock integration platform and a Zendesk sidebar app. This enabled a fast, bi-directional data flow between Zendesk and Dynamics 365 CE. The implementation by eOne Solutions was completed in about a month, resulting in significant efficiency gains for support agents, including time savings, fewer errors, faster ticket resolution, and an improved customer service experience.

PLM Group

Hindrik Usin

IT Manager