Case Study: DocCheck improves support efficiency and handles lockdown demand with Zammad

DocCheck - Customer Case Study

DocCheck, one of Europe's largest healthcare communities, was struggling with an inflexible ticket system, OTRS, that could not map its different business units. This forced the company to use an additional CRM and made searching for tickets a tedious process. Seeking a reliable, self-hosted system that could modernize their customer communication channels, they turned to the vendor Zammad for a solution.

Zammad provided a highly flexible and customizable helpdesk solution that was successfully migrated from OTRS with minimal downtime. The implementation was a complete success, allowing the team to smoothly manage a significant increase in inquiries during the Christmas rush and a massive backlog during the COVID-19 lockdown. The Zammad solution saved at least half an hour of working time per employee daily, received no criticisms from staff, and was so effective that other departments within DocCheck began switching to it from other systems like Jira.

DocCheck

Daniel Vierbuchen

Head of Team Customer Care