Case Study: Vossen achieves 97% SLA success with Zammad Helpdesk

VOSSEN boosts support with Zammad, achieving a 97% SLA and 1-hour response time

Vossen, a leading European terry ware manufacturer, faced challenges in scaling its customer support. As the company grew, managing inquiries through personal email inboxes became inefficient and lacked transparency, especially during employee absences. They needed a cost-effective system to streamline operations and measure service quality. This led them to implement the Zammad helpdesk software.

By adopting Zammad as its centralized ticketing system, Vossen gained full visibility over its support processes. The solution enabled collaboration among 27 agents, handling around 160 tickets per day. The results for Vossen were significant, including a 97% SLA compliance rate and an average initial response time of just one hour. The team at Zammad helped transform internal workflows, turning initial skepticism into widespread enthusiasm for the new, more efficient way of working.

VOSSEN