Introducing Zammad Was a Great Decision

Why a Ticket System?

Until a few years ago, all inquiries at De'Longhi were handled via mailboxes. "At the time, that worked well with the scope of our messages," Dietmar Schnarre, Director After Sales at De'Longhi Germany, tells us. "Eventually, however, it became uncontrolled, unsorted and disorganized - in short, it took on a dimension that demanded a better structure. At first, we used different email addresses for different stakeholders, but even that only solved the problem in the short term."

At some point, it was clear: a ticket system was needed because it helps to map requests into groups or queues and it brings more structure and better performance to the employees. Zammad has now been used for almost two and a half years in Customer Care / After Sales as an "internal mail aggregator" to answer incoming requests from trading partners, internal and external contacts, business customers, and stakeholders in the service network.

Why the Decision for Zammad?

In their search for smart software to solve their problem, the team conducted an in-depth benchmarking between different systems. Many were too complex and might have even required a dedicated administrator. However, the requirements were quite the opposite because the system was meant to be easy to use and administer and should offer high usability and clarity.

According to Dietmar Schnarre, screenshots are often enough to give an impression of the system's structure. "Zammad appeared simple, well presented, and easy to use. This immediately made me want to delve deeper into it. And what can I say? It convinced us!"

How Did the Switch Go?

There was a test phase before the final changeover. Dietmar Schnarre reveals that a large catalog of requirements had to be met. "Eventually, the mailboxes were migrated one by one until there was a hard cut. From then on, all mailboxes, including their macros and routings, were redirected to Zammad."

His colleagues were soon convinced: "Some colleagues had concerns about the change, but they disappeared within a week. Everyone saw that there are many benefits of working with Zammad. That was really nice - the change was obviously a good decision!"

What Is the Result?

Internally, Zammad proves itself as a clear, structured, and transparent tool. "The technical structure and performance are always surprisingly good. Even with very high ticket volumes, Zammad still works smoothly and very quickly."

"The maintenance effort with Zammad is really close to zero. The system just runs as it should."

And if something is unclear? "Then that's no problem either," we're told. "Zammad's Support always answers very quickly and is remarkably experienced."

But even on an external basis, there are many benefits: "Reducing turnaround and response time and increasing the level of service results in better support for our customers. And that, after all, is the most important thing!"

So What's Next?

"In the future, we want to exploit the possibilities of Zammad even further. We already have a lot of ideas," Dietmar Schnarre reveals to us. One of them is to create better and more meaningful reports - a goal that will be even easier to achieve with the upcoming release of Zammad 4.0!