Case Study: Club Brugge achieves a smooth Club ID launch with Premium Plus and Zendesk

Club Brugge and Premium Plus make the Club ID launch a smooth user experience

Club Brugge, an established Belgian football club, faced the challenge of launching a new Club ID system for its over 35,000 members without overwhelming its helpdesk. The club needed a comprehensive FAQ to handle a high volume of expected fan inquiries during the busy launch period.

Partnering with vendor Premium Plus, the Zendesk platform was implemented in less than a week, including a branded FAQ and staff training. The solution was highly successful; on launch day, the FAQ received over 10,222 article reads, allowing the helpdesk to handle only 70 tickets and 8 phone calls. Premium Plus enabled a seamless launch and continues to help automate and expand the club's customer service capabilities.

Club Brugge

Gauthier Vervaeke

Head of Merchandise and E-commerce