Case Study: PicoQuant achieves 30% faster support handling with Zammad

PicoQuant reduces ticket handling time by 30% with Zammad

PicoQuant, an international technology company, faced significant challenges with its legacy helpdesk system, osTicket. The system lacked integration options, particularly an API, which prevented seamless connections to their CRM and ERP systems. This led to manual coordination of processes, scattered information across platforms, and a substantial increase in administrative workload, slowing down their support operations. To address this, they sought a new solution and chose to implement the Zammad helpdesk platform.

By implementing Zammad, PicoQuant gained a future-ready, open-source system that provided the necessary API for deep integration. They successfully migrated approximately 11,000 tickets and integrated Zammad with their CRM and ERP, automating processes and eliminating information silos. This solution resulted in a 30% increase in efficiency, reducing the average ticket handling time from 3.5 hours to 2.5 hours. The team at Zammad also provided training that enabled a smooth and fast rollout, giving PicoQuant greater flexibility and control over its data.

PicoQuant