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

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

FINALCAD, a Paris-based leader in digitizing construction with mobile apps and analytics, supports projects in 25 countries and offers its app in 30 languages. With a 35-person support team providing 24x6 coverage to a largely mobile customer base, the company faced the challenge of delivering rapid, multilingual field support across channels while scaling knowledge and keeping response times tight.

FINALCAD implemented Zendesk Support and Guide (including the Knowledge Capture app) to build a multilingual help center, growing from 10 to 100+ articles in six months and embedding help inside its apps. The changes let agents respond up to 10x faster, maintain headcount while tripling the user base, and achieve near‑perfect SLA adherence (100%), while paving the way for integrated omnichannel support and deeper JIRA/Salesforce integrations.

Finalcad

David Vauthrin

Co-Founder and CMO