Case Study: Impermo achieves more efficient, professional customer service with Premium Plus and Zendesk

Premium Plus supports Impermo during major customer service reorganisation

Impermo, a major player in the Belgian tiles and natural stone market, faced the challenge of professionalizing its customer service department with its existing resources. Its existing Zendesk tool was underutilized, and processes relied on Outlook and landlines. After a reorganization, the company sought the expertise of vendor Premium Plus to help fully integrate and align Zendesk with its new operational processes.

With Premium Plus providing ongoing advice and implementation support, Impermo integrated nearly all its communication channels, including email, chat, WhatsApp, Trustpilot, and Google My Business, into Zendesk. This solution created a smoother ticket flow, prevented duplicate inquiries, and allowed for better case follow-up across departments. The results included more efficient operations, a more professional customer service experience, and happier employees. Premium Plus continues to be a partner for future initiatives, including the planned integration of the company's telephony system.

Impermo

Tine Palmans

Head of Customer Care