Smarter routing, faster resolution, better customer experiences
As myenergi expanded globally, their support operation needed to evolve quickly. The renewable energy company, known for its solar-compatible EV charging technology, was supporting increasingly complex products across multiple markets, languages, and customer types.
Working alongside Zendesk, Premium Plus helped myenergi redesign their support operation around better data, intelligent routing, and scalable workflows.
The result:
- 50% reduction in resolution times within 3 months
- One-touch resolution rates increased from 10% to 70–80%
- 450% growth in Help Centre usage
- AI-powered self-service resolving up to 90% of queries
Source: Zendesk Customer Story: myenergi x Premium Plus
The challenge: scaling support for complex products
myenergi’s products are highly technical, but their customer base ranges from experienced installers to first-time EV owners.
Their previous support setup made it difficult to:
- capture the right customer information early
- route tickets accurately
- maintain consistency across agents
- surface operational insights from support data
As the business grew internationally, these limitations started affecting both efficiency and customer experience.
Building a support operation around customer context
Premium Plus worked closely with myenergi to design a Zendesk environment tailored to the way their teams actually operate.
This included:
Custom ticket flows and routing logic
We helped myenergi move away from generic ticket handling by implementing:
- tailored ticket forms
- dynamic fields
- automated routing based on customer type, issue type, and technical complexity
This allowed customers to effectively self-triage before reaching an agent, ensuring tickets landed with the right team first time.
“What stood out with myenergi was how clearly they understood the operational challenges they needed to solve. Zendesk gave them the flexibility to build around their processes, and our role was helping turn that into a scalable support operation that could grow with the business.”
- Matthew Lord, Account Executive at Premium Plus
A redesigned Help Centre experience
The original Help Centre was rebuilt using Zendesk Guide to better support self-service and product discovery.
Premium Plus:
- redesigned the experience to align with myenergi’s brand
- improved navigation and content structure
- supported multilingual scalability
- helped surface information customers struggled to find previously
The impact was immediate, with significant increases in Help Centre traffic and self-service resolution.
Better visibility through Zendesk Explore
Premium Plus also helped configure reporting and dashboards in Zendesk Explore, giving myenergi better visibility into:
- customer demand drivers
- operational bottlenecks
- agent performance
- product feedback trends
This enabled support data to become a strategic input for both engineering and operational decisions.
For example, after launching a new product, support insights helped engineering teams identify and resolve customer issues within hours instead of weeks.
Supporting operational maturity, not just implementation
One of the biggest operational improvements came from redesigning how work was distributed across the support team.
By implementing structured routing and workload balancing, myenergi eliminated inconsistent ticket ownership and improved fairness across agents — while also reducing response and resolution times.
“Good support design isn’t just about the customer experience. It also creates healthier operations internally for support teams.”
— Premium Plus Team
Combining AI with human expertise
Following the operational redesign, myenergi introduced Zendesk AI and Copilot capabilities to help agents:
- summarise complex conversations
- draft technical responses faster
- reduce manual effort on repeat issues
Importantly, the rollout focused on supporting agents rather than replacing them, keeping human oversight at the centre of the experience.
This balanced approach allowed the team to scale more efficiently while maintaining quality and technical accuracy.
The outcome
Today, Zendesk plays a central role in myenergi’s customer operations, helping the business scale support globally without increasing headcount at the same pace.
Together, Zendesk and Premium Plus helped transform support from a reactive function into a data-driven operational capability.
Looking to optimise your Zendesk setup?
At Premium Plus, we help support teams design Zendesk environments that improve efficiency, visibility, and customer experience at scale.
Whether you’re redesigning workflows, improving self-service, implementing AI, or scaling internationally, we help you get more value from Zendesk.