Case Study: Kreditech achieves faster, more efficient global customer support with Zendesk

Kreditech serves the underbanked with Zendesk

Kreditech is a Hamburg-based fintech that uses big data to lend to the underbanked across multiple countries and languages. Rapid growth—and the need to support customers in Spanish, Polish, Russian, Hindi and more—created a high-volume, multi-channel support challenge (about 30,000 emails per month and 500,000 phone calls per year) plus strict regulatory and compliance requirements when expanding into new markets like India.

Kreditech implemented Zendesk Support, Guide, and Chat to centralize channels, streamline agent workflows, and integrate with in-house systems and telephony. The platform sped onboarding (up to 60 agents/month), enabled custom compliance tooling via the API, and delivered measurable gains: 30% shorter average call times, 70% first-touch resolution, SLAs met 80% of the time for <20-second answers, and strong customer satisfaction (4.2/5 and 36% NPS).

Kreditech

Pinaki Nanda

Systems Administrator