Implementing Zendesk with Premium Plus turns complexity into efficiency for Domiserve
Domiserve, a provider of prepaid service voucher solutions and personal assistance programs and a subsidiary of La Banque Postale, faced significant challenges in managing their customer support operations. With an overwhelming number of tickets and a cumbersome previous solution, they sought a more efficient system.
By partnering with Premium Plus, Domiserve implemented Zendesk, transforming their support processes and achieving remarkable improvements in efficiency and customer satisfaction.
Challenge: Navigating the overload in customer support
Domiserve struggled to manage a high volume of customer support tickets that their previous system couldn’t handle effectively.
Valentin Finociety, Project Manager at Domiserve
The need for a robust solution was evident. Domiserve needed a solution that could streamline customer support operations, provide insightful data, and improve resolution times. The complexity of the existing environment added to the challenge, making it crucial to find a partner who could guide them through the transition.
Solution: A smooth transition to Zendesk with Premium Plus
The decision to partner with Premium Plus for implementing Zendesk marked a turning point in Domiserve’s journey. Despite initial apprehensions about the complexity of Zendesk, they found the transition surprisingly smooth, thanks to the expert guidance from Premium Plus.
Zendesk was transformational
The project was more than just a functional Zendesk implementation. It revitalised their day-to-day operations, allowing for a seamless revamp of processes. The guidance from Premium Plus went beyond the basics, providing business consultancy that truly transformed Domiserve’s day-to-day customer support operations.
With Bernard Moriau, a dedicated CX consultant, leading the way, the transition became an engaging learning experience.
Valentin Finociety, Project Manager at Domiserve
This was Valentin’s first Zendesk project, and having a partner like Premium Plus to guide them through the implementation was crucial. It was not just about the technical side; the support and structured approach made all the difference. They gained substantial knowledge, emphasising the importance of a guiding partner.
Valentin said, “I was scared at first because it’s a really complex environment, but Bernard was great at sharing his knowledge and skills. The whole process was super smooth, and now I love Zendesk.”
Bernard transcended the role of a typical consultant, acting as a trusted advisor and change manager, helping Domiserve transform their processes into more efficient workflows.
Bernard Moriau, CX Consultant at Premium Plus
Results: Implementing Zendesk for transformative outcomes
Domiserve’s partnership with Premium Plus and the implementation of Zendesk led to a series of significant improvements in customer support operations. Their SLA performance saw an astonishing rise.
SLA
Agents
Tickets a month
Valentin Finociety, Project Manager at Domiserve
Key outcomes included:
1. Improved efficiency
The introduction of auto-routing and structured ticket management reduced interference among team members.
Valentin Finociety, Project Manager at Domiserve
2. Enhanced reporting and insights
Zendesk’s reporting system provides valuable data, allowing Domiserve to handle 10,000 tickets a month efficiently. This data allows them to improve their environment.
3. Increased agent productivity
The system enabled better tracking of agent performance, identifying areas for improvement and training. As Valentin said, “We know exactly what people are doing, so if there’s an issue with someone, we know it right away.”
Benoit Smagghe, Solutions Consultant at Premium Plus
Conclusion: A forward-looking partnership with Zendesk and Premium Plus
The collaboration between Domiserve and Premium Plus in implementing Zendesk has set a strong foundation for future growth and success.
As Domiserve looks to the future, the partnership with Premium Plus remains a vital component of their customer support strategy.
Valentin Finociety, Project Manager at Domiserve
Partner with Premium Plus for an expert Zendesk implementation that drives efficiency and satisfaction
Contact us today to learn how we can help you achieve your business goals with ease and expertise.
