Case Study: fm24 achieves efficient, personalised help desk service with Puzzel

Puzzel helps FM24 build a lean & efficient help desk operation for its prestigious international client portfolio

fm24, the facilities management help desk provider for the international consultancy Mace, needed a robust contact center solution to handle its high volume of 15,000 monthly calls and even greater email traffic for its diverse, global customer base.

Puzzel implemented a cloud-based contact center solution featuring skills-based routing. This ensured calls were automatically directed to the most qualified agent, which helped fm24 consistently meet its service level agreements. The Puzzel solution significantly boosted operational efficiency and enabled a highly personalized customer experience from the initial greeting.

fm24

Sasha Memedovic

Head of Service Delivery