Case Study: Club Brugge launches Club ID smoothly with Premium Plus and Zendesk

Club Brugge launches Club ID with Premium Plus, handling just 70 tickets for 35,000 members

Club Brugge, a top football club in Belgium, faced the challenge of launching its new Club ID membership program without overwhelming its helpdesk staff during a busy season. The club needed a comprehensive FAQ to handle a high volume of anticipated fan questions and sought a platform and partner to implement it. They initially considered Zendesk but found the vendor reluctant, so they began looking elsewhere before being approached by Premium Plus.

Premium Plus implemented the Zendesk platform, providing development, service, and best practices to launch the solution in under a week. The results were highly successful: on launch day, the FAQ received 10,222 article reads from over 35,000 members, and the helpdesk only had to handle 70 tickets and 8 phone calls. This allowed staff to focus on high-value queries, ensuring a smooth rollout for the Club ID program.

Club Brugge