Case Study: DICE improves multilingual fan support with Premium Plus and Zendesk

DICE migrates 3,300,000 tickets with Premium Plus

DICE, a London-based online ticketing platform, faced significant challenges supporting its growing multilingual user base, especially during the pandemic when concert cancellations led to an overwhelming volume of customer inquiries. Their previous support tool was inefficient and lacked proper multilingual features, causing fan frustration and agent burnout. Premium Plus was engaged to facilitate a migration to the Zendesk platform.

Premium Plus implemented a seamless migration to Zendesk, handling the transfer of over 3.3 million historical tickets with minimal disruption to DICE's operations. The new solution provided a unified interface for managing all support channels and vastly improved multilingual capabilities. This resulted in greater agent efficiency, a better fan experience, and provided DICE with the data insights needed for future growth.

DICE