Case Study: Cube scales customer support with Zammad

Cube - Customer Case Study

Cube, an international retail company, faced a challenge with disorganized support requests that were overwhelming its IT team via email and phone. The initial solution, Zendesk, did not fit their needs due to cost and missing features. Seeking a more suitable alternative, the company discovered the open-source ticketing system from vendor Zammad.

By implementing Zammad, Cube gained an intuitive system that supported on-premise hosting and a crucial Slack integration. They introduced a two-level support model, empowering key users in each department to handle tickets first. This solution from Zammad resulted in 20% of questions being resolved by the first level before reaching IT, significantly saving developer time and improving internal efficiency.

Cube

Helmut Joost

Head of Information Technology