Case Study: Kreditech supports 800K customers and cuts average call time by 30% with Zendesk Messaging

Kreditech serves the underbanked with Zendesk

Kreditech is a Hamburg-based fintech that uses big data (GPS, social, hardware and other online signals) to lend to the underbanked across Spain, Poland, Russia and India. Rapid international growth and multilingual support needs—about 30,000 support emails per month and roughly 500,000 phone calls per year—made it essential to centralize and scale customer service while meeting regulatory requirements like the EU “right to be forgotten.”

Kreditech implemented Zendesk’s omnichannel stack (Support, Guide, Chat) to unify channels, integrate with CRM/telephony, speed onboarding and build custom compliance tools via the API. The result: support for 800K customers, a 30% drop in average call time, 70% first-touch resolution, 80% of calls answered within 20 seconds, the ability to onboard up to 60 agents/month, and strong customer feedback (4.2/5 rating, 36% NPS).

Kreditech

Pinaki Nanda

Systems Administrator