Zammad is a helpdesk system for everyone

The Challenge

Effective customer service is an essential component of any successful customer retention strategy. The four founders of colpari – Oliver Farr, Daniel Alex-Laese, Frank Fricke, and Rene Rost – know this all too well from 30 years of experience in the industry. From the start, their goal was to demonstrate that call centers and outsourcing models are outdated and almost never align with clients' goals. They position themselves as a 360° customer service solution, addressing all the needs of small and large companies from the very beginning. They are an insourcing service provider that seamlessly integrates into their clients' structures and acts like an internal team, fostering a culture of open communication and mutual growth.

In addition to building an international network of experienced and motivated customer service freelancers, the founders recognized the need for a robust technical infrastructure: "Our clients often do not have a ticketing system, and we needed a standard solution that could meet professional requirements. The software needed to offer high adaptability in design and structure to accommodate various organizational structures. At the same time, it had to be user-friendly to avoid time-consuming trainings."

The Decision for Zammad

The list of criteria for the ideal tool did not end there. The desired system needed to be up-to-date and utilize the latest technologies. Additionally, it was important to the founders that the tool be available as open source to ensure smooth data import and export. Another requirement was a billing model that does not charge per seat.

After testing various tools, from WP Awesome Support to Zendesk, Zammad proved to be the best solution. "Zammad met all our criteria. Additionally, the intuitive user interface greatly simplifies access and setup. Another advantage is features like groups, which make it easy to structure complex scenarios," explain the founders.

Introduction of Zammad

As with any transition to new technology, there is an initial adaptation phase. "Overall, it takes a maximum of ten hours for everyone to become familiar with the system. The operation is very intuitive for most people, and the documentation is comprehensive and helpful for any questions that arise," describes Daniel Alex-Laese, outlining the onboarding process of Zammad at colpari. Employees particularly appreciate the automations and clear visualizations, which noticeably enhance the efficiency of workflows.