Case Study: Golem.de achieves 50% support efficiency gains with Zammad

Golem.de boosts support efficiency by 50% with Zammad

Golem.de, a well-known German IT online magazine, faced a challenge when its rapid growth and new paid subscriptions led to a surge in customer inquiries. Their previous system of using shared email inboxes was unstructured and inefficient, creating a bottleneck that prevented them from delivering the high level of support their paying customers expected. They needed a professional, GDPR-compliant, and cloud-based helpdesk solution to bring order to this chaos, which led them to the vendor Zammad.

The solution from Zammad was implemented in under two weeks and provided a structured, transparent support workflow with features like Microsoft 365 integration and intelligent ticket management. The results were a measurable 50% increase in support efficiency and a remarkable 0% ticket reopen rate. Zammad significantly reduced the team's workload, lowered stress, and improved internal collaboration, allowing Golem.de to take its customer support to a new level.

Golem.de