Case Study: Domiserve boosts SLA from 33% to 74% with Premium Plus and Zendesk

Domiserve raises SLA from 33% to 74% with Premium Plus

Domiserve, a provider of prepaid service voucher solutions and a subsidiary of La Banque Postale, faced significant challenges in managing its high volume of customer support tickets with a cumbersome previous system. They partnered with vendor Premium Plus to implement Zendesk in order to streamline operations and improve resolution times.

With guidance from Premium Plus, Domiserve implemented Zendesk, which included auto-routing and structured ticket management. This solution transformed their support processes, more than doubling their SLA performance from 33% to 74%, a 124% improvement. The team now efficiently handles 10,000 tickets a month across 38 agents with no cross-team interference.

Domiserve