Case Study: ARDEX streamlines customer request management with Premium Plus and Zendesk

Revolutionizing customer request management at Ardex

ARDEX, a manufacturer of specialty construction chemical products, faced an operational challenge due to the absence of an efficient system for tracking and following up on customer requests. This led to fragmented communication and difficulty in managing support processes. To enhance customer satisfaction, ARDEX partnered with vendor Premium Plus to establish a more streamlined request management system.

Premium Plus implemented a solution using Zendesk Support, Guide, and Messaging. They set up dedicated help centers for ARDEX's three distinct brands and integrated a Messaging bot to create an easy-to-use portal for agents. The result was a revolutionized approach to customer service, achieving a first reply time median of 22 minutes and a 94% SLA achievement rate, efficiently handling 6,200 monthly tickets.

ARDEX