Case Study: FINALCAD achieves 100% SLA adherence and 30-language field support with Zendesk Messaging

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

FINALCAD, a Paris‑based construction software company with offices in Singapore and Tokyo, digitizes jobsite workflows through mobile apps and analytics for builders, architects, and owners. Facing the challenge of supporting field teams on mobile devices across 25 countries and 30 languages, a 35‑agent Customer Success team needed near‑immediate, multilingual help while managing ~2,500 email tickets per month and maintaining strict SLAs.

FINALCAD implemented Zendesk’s omnichannel stack—Support, Guide, Chat, Talk—plus the Knowledge Capture app and the Zendesk Mobile SDK to build a multilingual, mobile‑optimized help center. In six months article volume grew from 10 to 100+, agents now respond up to 10x faster, the company tripled its user base with the same headcount, and the team maintains 100% SLA adherence while improving onboarding and preparing for integrated call and chat tracking.

Finalcad

David Vauthrin

Co-Founder and CMO