Case Study: Finstral achieves faster, more structured customer service with Zammad

Finstral - Customer Case Study

Finstral AG, a leading European window manufacturer, was managing over a thousand customer inquiries per month through a disorganized system of shared email inboxes and Excel spreadsheets. This time-consuming process lacked documentation and analysis, prompting them to search for a new ticketing system. They selected Zammad, a help desk software, seeking an intuitive and efficient solution to better structure and measure their support requests.

The implementation of Zammad was straightforward, with the team becoming proficient quickly. The software provided a centralized platform to categorize, prioritize, and assign tickets, bringing structure and consistency to their processes. A key result for Finstral was the newfound ability to quantify their team's efforts; Zammad provided statistics showing that five employees handled over 1,500 tickets in a single month. This data justified their workload and informed future support planning, while the built-in knowledge base fostered efficient and uniform communication.

Finstral

Andreas Stedile

Head of Data Management