Case Study: VanMeijel achieves faster response times and improved SLAs with Zendesk

VanMeijel + Zendesk Tackling support times in spite of rising ticket volume

VanMeijel, a Netherlands‑based IT solutions provider for construction and industrial clients (around 150 employees and ~450 customers), faced an outdated call‑center system and fragmented internal and external help functions. They needed a unified, mobile‑accessible cloud solution that could route queries correctly, enforce SLAs, integrate with CRM and finance systems, and cope with growing ticket volumes.

VanMeijel implemented Zendesk Support with business rules for prioritization and routing, CRM/finance integration, automated confirmations, and a customer knowledge base. As a result, response times fell to about two hours despite increasing ticket numbers, escalations decreased, self‑service usage rose, and the company gained clearer SLA reporting, better customer satisfaction and actionable metrics—prompting plans to expand the solution across Europe.

VanMeijel

Jan Uffels

Service Manager