Case Study: Facilicom achieves a more efficient helpdesk and higher employee satisfaction with Premium Plus and Zendesk

Optimisation of its own facilities department inspires Facilicom to introduce a new business model

Facilicom, a facility management company, sought to professionalize its internal facilities department and gain better insights into employee requests and processing times. They partnered with vendor Premium Plus to implement the Zendesk platform, moving away from an inefficient Outlook-based system.

Premium Plus implemented Zendesk Support, Guide, and Explore, creating a centralized omnichannel helpdesk. This provided Facilicom with valuable process insights, reduced average response times, and significantly improved internal customer satisfaction. The solution was so successful that Facilicom plans to resell the service to its own customers.

Facilicom

Remco Reis

Facility Coordinator