Case Study: De'Longhi achieves greater structure and performance with Zammad

De'Longhi - Customer Case Study

De'Longhi Germany was managing a high volume of inquiries from various stakeholders through unsorted and disorganized email mailboxes, which created a need for better structure and improved performance. The company sought a ticketing system from a vendor like Zammad to bring organization to its customer care and after-sales service operations.

The solution implemented was Zammad, chosen for its simplicity, ease of use, and strong performance. The switch resulted in a highly structured and transparent process, with the system requiring near-zero maintenance and performing smoothly even under high ticket volumes. The measurable benefits included reduced response times, an increased service level for customers, and the platform's ability to handle approximately 4,700 solved tickets per month for their 15 agents.

De'Longhi

Dietmar Schnarre

Director After Sales Service