Case Study: Edinburgh Airport enhances passenger satisfaction with Premium Plus and Zendesk

Edinburgh Airport reduces ticket handling time by 20% with Premium Plus

Edinburgh Airport, one of Scotland's busiest airports, faced a challenge in integrating and automating customer support for its two separate entities: the main airport and its parking services. The disparate systems made reporting data and efficiently handling customer queries difficult. They partnered with Premium Plus to implement and optimize a unified Zendesk solution to address this.

Premium Plus rebuilt the airport's customer support system from the ground up, integrating both teams into a single Zendesk environment. The solution centralized all data, streamlined processes, and provided unified forms for customer queries. This resulted in a 20% reduction in ticket handling time, a 97% SLA response rate achievement, and significantly higher passenger satisfaction for Edinburgh Airport.

Edinburgh Airport