Case Study: itsme achieves international growth and streamlined support with Zendesk and Premium Plus

itsme scales support for 2.6M users with Premium Plus

itsme, a rising star in the Belgian online authentication space, faced the challenge of supporting its ambitious growth strategy. They needed a Tasks & Queries Management tool to handle significant volume increases, improve response times, and streamline their complex partner onboarding process. The vendor, Premium Plus, introduced them to a Zendesk solution to provide this foundation.

Premium Plus implemented a seamless Zendesk environment with two branded instances for end-user and B2B support, integrating Salesforce and adding a custom task management app. The result was a successful migration with no impact on clients and the ability for the team to work from home without losing productivity. Analytically, the solution helped itsme identify that one-third of daily queries could be progressively reduced, leading to quick wins and better budgeting for future development.

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