With Zammad, MOVE optimizes its customer service and reduces costs by 50%

The Challenge: Simplifying Complex Customer Service Processes

As a leading provider of e-mobility solutions, MOVE serves over 50,000 customers. With such a large customer base, it quickly became clear that the existing customer service setup needed further optimization. One of the biggest challenges was managing inquiries across multiple channels.

The previous system relied on two separate platforms: customer support used a shared Exchange mailbox, while the call center operated with a different tool. This fragmented setup led to inefficient manual processes and a lack of transparency regarding the overall status of customer inquiries. As a result, response times increased, and cross-departmental coordination became more difficult.

"Working with multiple, non-integrated systems no longer met our standards. We needed a helpdesk solution that would enhance efficiency, transparency, and organization within our customer service workflow," explains Stefan Bigler, who led the transition to Zammad at MOVE.

The Solution: Zammad as the Central Service System

A thorough analysis of existing processes made it clear that MOVE needed a solution that not only optimized customer service but also streamlined key business operations, such as charging card orders and internal communication.

Zammad impressed the MOVE team with its versatility. Its powerful REST APIs and webhook integrations enabled seamless integration into the existing IT ecosystem. The intuitive interface, flexible customization options, and cost efficiency made Zammad the ideal choice. Transitioning to Zammad also allowed MOVE to reduce licensing costs by 50% per year.

The Transition: A Smooth Migration Thanks to Thorough Preparation

The migration to Zammad was carried out in three carefully planned phases. During the preparation phase, the team worked closely with Zammad in an implementation workshop to define necessary adjustments. All interfaces were mapped out, and the integration into existing systems was meticulously planned.

In the subsequent testing phase, employees received comprehensive training. Once all mailboxes were set up, the system was tested under real conditions. Thanks to this rigorous preparation, the final go-live went smoothly. Throughout the transition, a Zammad consultant was available to promptly address any questions or issues.

"The workshop was extremely valuable for us. Together with a Zammad consultant, we were able to precisely define our future processes and determine the necessary adjustments to tailor the system to our specific needs."

Optimized Workflows: Greater Efficiency and Automation with Zammad

Zammad has not only increased efficiency at MOVE but also enhanced cross-team collaboration. The clear process structure and automation of routine tasks have significantly streamlined daily operations.

Both MOVE’s customer service team and its external call center, which consists of 30 employees, now work seamlessly with Zammad. Call center agents create customer tickets, which are automatically routed to the appropriate support agents. “This functionality was a key factor in making Zammad so attractive to us,” emphasizes Stefan.

"Zammad is an elegant and cost-effective solution that perfectly fits our use case."

MOVE utilizes Zammad not just for traditional customer support but also to automate complex processes. Thanks to integrations with ERP systems, billing processes with leasing partners, as well as charging card and subscription orders, are efficiently handled within Zammad.

An exciting new project is also on the horizon: integrating the MOVE app with Zammad. This will allow customers to create tickets and receive responses directly within the app—ensuring a seamless service experience.

A Special Experience of Success with Zammad

The benefits of Zammad quickly became apparent in other departments as well. When a finance team member returned from vacation, she was pleasantly surprised by the system’s clarity. “It’s so much easier to see all sent payment reminders at a glance without having to sift through endless emails,” Stefan recalls her feedback on Zammad.

Looking Ahead: How Zammad Supports MOVE’s Future Growth

With a strong focus on expanding its business customer segment—especially among companies managing vehicle fleets—MOVE is set for continued growth. Thanks to Zammad, the company is well-equipped to handle future customer service challenges efficiently and manage inquiries reliably, even as complexity increases.

"Zammad will help us maintain our high service standards while adapting to growing demands," says Stefan, looking optimistically toward the future.