Case Study: Impermo improves customer service efficiency with Premium Plus and Zendesk

Impermo streamlines customer service across 11 stores with Premium Plus

Impermo, a major Belgian retailer of tiles, natural stone, and parquet, sought to professionalize its customer service operations using its existing Zendesk tool. The challenge was to move away from using Outlook and landlines and to fully integrate multiple communication channels into a streamlined system to improve efficiency and customer experience, a process for which they enlisted the help of vendor Premium Plus.

Premium Plus provided comprehensive advice, integration, and support, analyzing Impermo's processes and implementing improvements. The solution integrated email, chat, web forms, WhatsApp, Trustpilot, and Google My Business into the Zendesk environment. This resulted in a smoother ticket flow, more efficient case follow-up, and the elimination of duplicate tickets, leading to happier employees and a more professional customer service experience for their clients. Impermo continues to plan future integrations with Premium Plus.

Impermo