Case Study: FINALCAD achieves 97% SLA adherence and scalable multilingual support with Zendesk Talk

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

Finalcad, a Paris-based provider of mobile apps and analytics for the construction industry, needed near-instant, multilingual support for field teams. With 35 support agents handling roughly 2,500 email tickets per month, 30 languages, and heavy phone/chat volume, the company adopted Zendesk products (Support, Guide, the Knowledge Capture app and the Zendesk Mobile SDK) and began moving to an integrated omnichannel stack that includes Zendesk Talk to better track and log calls.

By building a multilingual help center with Zendesk Guide and automating knowledge capture, Finalcad grew its article base from 10 to over 100 in six months, enabled customers to self-serve, and sped agent responses up to 10x. Using Zendesk Support they maintained the same headcount while tripling their user base and achieved 97% SLA adherence; adding Zendesk Talk (and Chat) will allow them to log phone activity for ~50% of contacts and pursue even tighter SLAs.

Finalcad

David Vauthrin

Co-Founder and CMO