Case Study: Finalcad achieves 97% SLA adherence with Zendesk Guide

FINALCAD supports 30 languages and earns a perfect score in SLA adherence

FINALCAD, a Paris-based construction technology company with offices in Singapore and Tokyo, needed a support setup that could keep pace with a mobile-first customer base across 30 languages and 25 countries. With about 100 percent of its customers on mobile devices, the team had to answer setup questions and in-app issues quickly while handling about 2,500 email tickets per month.

FINALCAD selected Zendesk Guide after first adopting Zendesk Support, then built a multilingual help center and used the Knowledge Capture app to turn email answers into articles. With Zendesk, the team said agents could respond up to 10x as quickly, maintain the same headcount while tripling the user base, and achieve 97% SLA adherence; the help content also made onboarding faster and supported a more seamless global support experience.

Finalcad

David Vauthrin

Co-Founder and CMO