Case Study: Finalcad achieves 100% SLA adherence with Zendesk Support

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

FINALCAD, a construction digitization company based in Paris with offices in Singapore and Tokyo, needed a support solution that could keep up with a mobile-first customer base spread across 30 languages and 25 countries. Its team handled about 2,500 email tickets per month, plus phone and chat requests, and needed to provide near-immediate help for users working on jobsites.

FINALCAD selected Zendesk Support and later added Zendesk Guide, using the Zendesk Mobile SDK and Knowledge Capture app to build a multilingual self-service help center. The company said agents can now answer up to 10x as quickly, support the same headcount while tripling the user base, and has maintained 100% SLA adherence since 2016.

Finalcad

David Vauthrin

Co-Founder and CMO