Case Study: ARDEX revolutionizes customer request management with Premium Plus and Zendesk

ARDEX achieves 94% SLA performance with Premium Plus

ARDEX, a manufacturer of specialty construction chemical products, faced an operational challenge due to the absence of an efficient system for tracking customer requests. This deficiency led to fragmented communication and disrupted their customer service process. To enhance customer satisfaction, ARDEX partnered with vendor Premium Plus to establish a more streamlined request management system.

Premium Plus implemented a solution using Zendesk Support, Guide, and Messaging for ARDEX's three distinct brands. They created an easy-to-use portal for agents and integrated a Messaging bot, utilizing features like Macros and effective routing. The results were significant, achieving a 94% SLA achievement rate, a median first reply time of 22 minutes, and the management of 6,200 tickets created monthly.

ARDEX