Case Study: JIMS achieves faster, structured support and improved customer experience with Zendesk and Premium Plus

Transforming Customer and Employee Experience for a Fitness Chain

Jims, a leading fitness chain in Belgium and Luxembourg, faced significant challenges in managing high volumes of customer and internal support requests. Their previous manual system, run through Outlook, led to a backlog of over 2,000 open tickets and response times of up to two weeks. They partnered with vendor Premium Plus to implement a solution using Zendesk to bring structure and efficiency to their operations.

With the help of Premium Plus, Jims implemented Zendesk to centralize its support, automate workflows, and create a self-service knowledge base. This transformation drastically reduced the ticket backlog to a manageable daily volume and slashed response times to under 24 hours. The solution provided by Premium Plus significantly improved operational efficiency for both customers and internal club staff, leading to higher satisfaction and a strong foundation for future growth.

JIMS

Frederic Schroyens

Chief Digital Officer