Case Study: De Lijn centralises helpdesk operations with Premium Plus

De Lijn centralises helpdesks and handles 250 FAQ questions with Premium Plus

De Lijn, a major public transport provider in Flanders, faced the challenge of handling an enormous volume of customer queries across multiple departments while needing to simplify its complex and inaccessible back-office structure. They partnered with vendor Premium Plus to implement a robust and user-friendly Zendesk platform to centralize and integrate their helpdesk operations.

Premium Plus successfully implemented the Zendesk solution, which included a comprehensive FAQ section and extensive integrations. The result was a significant improvement in the customer conversion rate, with far more visitors successfully completing their queries on the new help site. The vendor's expertise enabled the entire project to be completed in just eight months.

De Lijn