Case Study: Edenred achieves seamless remote customer service with Premium Plus and Aircall-Zendesk integration

How Zendesk-Aircall Integration Enhanced Edenred’s Customer Service

Edenred, a leading digital payment solutions provider, faced the urgent challenge of transitioning its customer service workforce to remote operations. Their previous call center software was inadequate, and they needed a robust, integrated telephony solution that worked with Zendesk to ensure call quality and productivity. They turned to their implementation partner, Premium Plus, for a solution.

Consultants from Premium Plus recommended and implemented Aircall, achieving a seamless Zendesk integration in just two days. This solution provided real-time data monitoring, powerful call routing, and high-quality calls. The results were immediate, enabling agents to work effectively from home. Premium Plus's solution led to Edenred now seamlessly managing over 20,000 calls a month and achieving a 98.3% connected rate, a clear indicator of the system's reliability and effectiveness.

Edenred

Koen Reyniers

Operations Director