RFT Kabel Boosts Service Efficiency by 40% with Zammad

Focus on Usability and Adaptability

Since 1995, RFT Kabel has been providing more than 95,000 households and businesses across 25 cities in Brandenburg with TV, internet, and telephony services. With 140 employees, its own data centers, and dedicated consulting teams, the company has built a reputation for reliability and close customer relationships.

As RFT Kabel continuously expanded its fiber-optic network and successfully entered the IPTV market, both customer numbers and the volume and complexity of inquiries grew significantly. Managing requests via basic email inboxes became increasingly confusing and inefficient. The solution: a structured helpdesk system designed to ensure transparency, relieve staff workload, and create sustainably better customer experiences.

“When you only have three or four customer inquiries per day, handling them through an email system works fine. But once multiple teams are involved in customer and sales support, you need a system that brings structure and transparency."

Two key priorities guided the decision-making process: a user-friendly interface that enables roughly 50 support staff to get started without lengthy training, and maximum flexibility to adapt to customized workflows and industry-specific requirements.

At the same time, RFT Kabel placed particular importance on data protection. Compliance with GDPR was not only a legal necessity but also a deliberate commitment to quality and customer trust.

With Zammad, the company found a modern support ticket system that convinced both functionally and strategically—easily adapting to current needs while remaining scalable for future requirements.

Fast Implementation, Seamless Integration – 50 Agents Ready in an Hour

The rollout of Zammad at RFT Kabel was carried out in close collaboration with the Zammad team. Through hands-on workshops, the system was tailored precisely to existing workflows, enabling a quick and smooth go-live. After just a short training session, all agents were ready to get started.

“Onboarding our 50 agents was straightforward and took about an hour,” notes Maik Ledder, Head of IT at RFT Kabel."

In day-to-day operations, Zammad impresses not only with its powerful features like the core workflows but also with many well-thought-out details that make a tangible difference.

The dark mode, now a standard across the support team, is particularly valued during longer shifts as it helps ease eye strain and makes work more comfortable. The ticket color-coding system has also been a success: red indicates urgent issues, yellow marks requests in progress, and green highlights resolved inquiries. This visual structure saves time every single day and ensures clear prioritization.

Additionally, the dashboard provides a transparent overview of ongoing activities and gives each agent immediate access to the most important information at a glance.

Clear Workflow – From Request to Resolution

With Zammad, customer service at RFT Kabel now follows a far more structured process. Inquiries enter the system through multiple channels: via the website form, the telephone bot, or directly at local customer centers.

A typical example: If a customer emails to report a move, Zammad automatically captures this as a ticket and assigns it to the relevant team. All processing steps are documented in the system. Once resolved, the ticket is closed, and the customer receives confirmation either by email or, upon request, through traditional mail.

“By introducing the new core workflows, we were able to optimize our processes and reduce the workload for our specialist teams,” says Maik Ledder, Head of IT at RFT Kabel."

Behind the scenes, Zammad’s core workflows ensure that all processes run smoothly and reliably—a crucial advantage when multiple teams work hand in hand. As a result, Zammad is now used not only in customer service but also in IT support and customer accounting, each with their own groups and tailored processes.

Measurable Success Across the Board

The results of switching to Zammad speak for themselves. Every day, RFT Kabel processes between 60 and 80 tickets, with an average response time of just 30 minutes and an average resolution time of two days. The most striking achievement: the company’s outstanding first contact resolution rate.

“90% first resolution rate – that’s our new standard.”

SLA compliance also remains steady at 90%. Overall, customer service has increased its efficiency by around 40%.

Flexibility at Scale: From On-Premise to Cloud and Back Again

RFT Kabel demonstrates how Zammad can flexibly adapt to changing business requirements. The company initially implemented the solution on-premise, later moving to the cloud when its in-house administrator left.
The transition was seamless and brought added stability: in the cloud, RFT Kabel experienced zero downtime and nearly 100% availability.

Today, with two administrators on staff and its own data center in place, the company is preparing to return to an on-premise setup.

“We now have two admins and can handle the administration ourselves. Plus, we operate our own data center."

The migration is supported by Zammad’s free migration service, making the switch smooth and risk-free. This kind of flexibility is especially valuable for companies looking to evolve their infrastructure dynamically over time.

Zammad as a Partner for the Road Ahead

For RFT Kabel, Zammad is not a completed project. The company is already planning the upgrade to version 7 as well as further integration into the IT landscape to optimize data flows.

“Zammad could support us in the future by enabling seamless integration of data into our new system, thereby making information flow more efficient.”

The focus lies on connecting different internal systems and establishing seamless data streams between departments. In this way, Zammad is set to evolve into a central hub that not only manages customer inquiries but also strengthens information exchange across the entire organization.