Case Study: De Lijn centralises helpdesk operations with Premium Plus

De Lijn centralises, integrates and reduces the workload of helpdesks in several departments thanks to Premium Plus

De Lijn, a Flemish public transport provider serving millions, faced the challenge of managing a high volume of diverse customer queries across several departments. Their complex back-office structure was difficult for agents to navigate, and they needed a robust platform to handle significant customer interactions efficiently. They partnered with the vendor Premium Plus to find a solution.

Premium Plus implemented the Zendesk platform, centralizing and integrating the helpdesk operations into a new site, help.delijn.be. The solution included a comprehensive, multi-lingual FAQ and extensive staff training. This led to a significant improvement in the customer conversion rate, meaning visitors were now successfully completing their queries instead of abandoning the process. Premium Plus's expertise was credited for the successful eight-month implementation.

De Lijn

Stijn Van Oostveldt

Customer and Sales Manager