Case Study: Schenker Technologies streamlines customer support and project tracking with Zammad

Schenker Technologies - Customer Case Study

Schenker Technologies, a manufacturer of high-end notebooks and desktops, faced significant scaling challenges with its customer support. Their previous method of handling a growing volume of complex, multi-language inquiries through a shared email inbox was inefficient and lacked transparency. They needed a centralized, flexible system to replace these email workflows and chose to implement the Zammad ticketing system.

The solution from Zammad provided a central hub for communication, integrating seamlessly with their existing infrastructure like LDAP. Features such as automated ticket routing, prioritization, and text modules brought structure and clarity to their processes. The result was a dramatic increase in efficiency, with teams solving over 500 tickets per month and collaborating more effectively across departments, fundamentally changing how they operate.

Schenker Technologies

Denis Fedorov

Head of IT Operations