Case Study: Edenred achieves more efficient customer service with Premium Plus and Zendesk

Premium Plus helps Edenred serve 1.5 million customers even better

Edenred, a supplier of services and payment solutions, needed a tool to efficiently support a vast network of over 1.5 million users, including employers, employees, and merchants, each with different needs. They struggled to find a single customer service platform that could manage this wide range of inquiries in a structured way for their contact center team.

Premium Plus implemented the Zendesk platform, integrating features like an Answer Bot and a comprehensive FAQ system. This solution drastically improved efficiency, deflecting 5% of questions with the bot and reducing agent contacts by 40%. Premium Plus also ensured seamless remote operation during the pandemic by quickly integrating Zendesk with Aircall, providing Edenred with a stable and highly effective support environment.

Edenred

Koen Reyniers

Operations Director