Case Study: JIMS transforms customer and employee support with Zendesk and Premium Plus

JIMS cuts support backlog from 2,000 tickets to under 50 a day with Premium Plus

JIMS, a leading fitness chain in Belgium and Luxembourg, faced significant challenges in managing high volumes of customer and internal support requests. Their manual process using Microsoft Outlook resulted in a backlog of over 2,000 open tickets and slow response times. They partnered with Premium Plus to implement Zendesk to centralize and streamline their support operations.

With the help of Premium Plus, JIMS implemented a structured Zendesk system for both customer inquiries and internal employee requests. This solution drastically reduced the ticket backlog to under 50 open tickets per day and ensured most inquiries were resolved within 24 hours. The results included faster response times, improved operational efficiency for club managers, and higher customer satisfaction.

JIMS