Case Study: Brussels Airport scales 24/7 customer care with Premium Plus and Zendesk

Brussels Airport handles 3,000 monthly tickets and 24/7 support with Premium Plus

Brussels Airport, a major European travel hub, faced significant challenges in managing high-pressure customer service during operational disruptions and weather events. Their Customer Care team struggled with overwhelming case volumes, lacked 24/7 availability, and used inefficient, separate tools for each communication channel. They sought a partner to implement a unified, high-performance omnichannel system and turned to vendor Premium Plus for a solution.

Premium Plus implemented an innovative omnichannel solution using Zendesk Suite, which integrated channels like telephony, email, social media, and WhatsApp. A key feature was a chatbot powered by Sunshine Conversations that handled FAQs and transferred complex issues to live agents. This drastically improved efficiency, allowing the team to handle a tripling of cases during the COVID-19 pandemic while working remotely. The solution provided 24/7 support, valuable reporting via Zendesk Explore, and ensured Brussels Airport could successfully weather crises.

Brussels Airport