Case Study: SOFACOMPANY achieves unified omnichannel support with Zendesk and Premium Plus

Sofacompany’s Omnichannel Strategy with Zendesk

Sofacompany, a Danish furniture retailer, needed to overhaul its fragmented customer service operations. Facing disconnected systems, a lack of automation, and no ERP integration, the company partnered with Premium Plus to implement a new omnichannel support strategy using Zendesk.

With Premium Plus leading the implementation, the solution included a unified agent workspace, a custom ERP integration, and an advanced AI chatbot. These changes resulted in faster support, a simplified interface for happier agents, and a single, efficient system. Initial results showed the AI bot handled 60.8% of conversations and increased generative replies by 301.6%.

Sofacompany

Dennis Malmgren

Sofacompany