Case Study: URBAN Maschinenbau boosts customer service and IT helpdesk efficiency with Zammad

Urban Maschinenbau expands customer service with Zammad and 50,000+ tickets

Urban Maschinenbau, a global mechanical engineering company with over 400 employees, faced challenges managing its growing process complexity and lacked a transparent system for handling IT service requests and cross-functional tasks. The company turned to Zammad to implement a centralized ticketing system to bring clarity and efficiency to these operations.

By implementing Zammad's helpdesk solution, Urban Maschinenbau achieved a significant leap in customer service. The intuitive system was quickly adopted by the IT department and then expanded to service, sales, and dispatch teams, enabling efficient internal and external communication. The integration led to more transparent processes and provided a foundation for future company-wide rollout, including to their international location in Canada.

Urban Maschinenbau