Case Study: Schneider Pen streamlines secure IT support with Zammad

Schneider Pen cuts IT ticket resolution time to 1.5 hours with Zammad

Schneider Pen, a German manufacturer, faced challenges with an outdated and inefficient legacy ticketing system for its internal IT support. The old system had a poor user interface, lacked self-service options, and caused growing frustration among employees. Seeking a modern solution, Schneider Pen turned to the vendor Zammad to find a future-proof helpdesk platform that emphasized security and ease of use.

By implementing Zammad's cloud-based service, Schneider Pen successfully migrated its entire ticketing history and restructured its support processes. The solution enabled clear role distribution, the introduction of SLAs, and a self-service knowledge base. The results were significant, including a 50% first-contact resolution rate and an average ticket resolution time of just 1.5 hours. Zammad provided the secure, flexible platform that allowed the IT team to improve speed, quality, and employee satisfaction.

Schneider Pen