Case Study: Karls saves time and streamlines support with Zammad

Karls - Customer Case Study

The German retail company Karls faced a challenge managing high volumes of diverse customer inquiries across different channels like a chat tool and Outlook, which was inefficient and confusing. To centralize and streamline its support, the company sought a new helpdesk solution and chose the vendor Zammad.

By implementing Zammad's ticket system, Karls merged its support areas and leveraged features like auto-replies and triggers. This solution from Zammad significantly improved efficiency, saving the team valuable time, nearly always meeting a 24-hour response time goal, and eliminating costly duplicate processing of refunds and redeliveries.

Karls

Benjamin Künzel

Management Assistant & Training Coordinator