How Schenker Technologies Scaled Customer Support with Zammad
As a manufacturer of high-end devices, such as notebooks and desktops, Schenker Technologies has to deal with numerous customer inquiries. For a long time, this was done through a classic email inbox. But at some point, that solution was no longer viable - a new system was needed. Denis Fedorov, Head of IT Operations at Schenker, told us why they chose Zammad, and gave some insights on his everyday life and their success story with our ticket system.
2019
Zammad Customer since
80 +
Employees
Worldwide
Customer base
Ticket processing and assignment had to be more effective. Zammad makes it possible.
"For many years, we answered all inquiries via a traditional email inbox," recalls Denis Fedorov, Head of IT at Schenker Technologies. "But at some point, it just became incredibly inefficient.
Customer inquiries were not only increasing in volume, but also in complexity. Requests came in multiple languages—German, English, and French—and had to be manually sorted, prioritized, and forwarded to the right teams. This created friction in daily operations and made it difficult to maintain consistent response times.
Without a central system, transparency was limited and collaboration between departments remained fragmented. The team realized that continuing with email-based workflows would ultimately limit their ability to scale.
Schenker began searching for a solution that could bring structure to its support processes while remaining flexible enough to adapt to different departmental needs. Integration capabilities, especially LDAP, were essential, as was the ability to automate repetitive tasks and streamline workflows.
With Zammad, they found exactly that—and more.
Zammad was a perfect fit for us, both technically and organizationally. It gave us the flexibility we needed and introduced a whole new level of structure.
Instead of relying on disconnected tools, Zammad became the central hub for communication across IT, Support, and Sales. It even took on a dual role by acting as a lightweight CRM for Sales while complementing development workflows in Jira. Beyond that, it evolved into a documentation platform used by multiple departments.
Introducing a powerful ticketing system inevitably brought a learning curve.
“At first, it felt complex,” Fedorov admits. “After all, it’s much more extensive than a normal inbox.”
The maintenance effort for the IT team is incredibly low.
But that initial perception quickly shifted. Within less than a month, Zammad was fully integrated into daily operations. As the team began to configure triggers, automations, and workflows tailored to their needs, the system transformed from something unfamiliar into something indispensable. “The more we adapted it to our processes, the more it became a real relief,” he says.
Today, Zammad is deeply embedded in Schenker’s daily operations, fundamentally changing how teams handle customer communication.
What was once chaotic is now structured. Requests are automatically routed and prioritized, reducing manual effort and ensuring nothing is overlooked. Teams benefit from clear, customizable overviews that provide full visibility across departments, making collaboration significantly smoother.
“The triggers, groups, and filters make everything much clearer,” Fedorov explains. “Everyone always knows what’s going on.”
Different teams have found their own ways to unlock value within the system. For example, the Support team has found that features like text modules and chat have improved response speed and consistency. For the IT department, LDAP integration has simplified user management and reduced administrative overhead. Across all departments, the combination of automation, flexibility, and clarity is the defining advantage.
Zammad's value extends beyond daily support tasks. It also plays a key role in managing larger projects and internal initiatives.
During a recent Swyx update, Zammad proved invaluable. All communication, decisions, and progress were tracked within tickets, creating a transparent and traceable project history.
“With Zammad, you can follow the entire course of a project,” says Fedorov. "That level of visibility is incredibly helpful."
For Schenker Technologies, adopting Zammad was not a one-time optimization, but rather the start of an ongoing process. The decision to move away from a traditional inbox has paid off in every way. What started as a solution to an immediate problem has become a core part of Schenker’s operational backbone.
"With every new feature, we discover new ways to use Zammad," Fedorov explains. The team continues to explore additional integrations, refine automations, and expand the system’s role within the organization.
This continuous evolution ensures that Zammad grows alongside the company, adapting to new challenges while maintaining efficiency and clarity.
Zammad provides the backbone for a structured and reliable customer service. It enables us to uphold our commitment to service quality and customer closeness—even as our operations move further into the digital age.
Zammad has brought a whole new level of flexibility and agility to our daily work. We respond to customer inquiries much faster now – and that difference is both noticeable and measurable.
We see Zammad as a dynamic system that grows with us. Its flexibility allows us to meet a wide variety of needs—which is exactly what makes it a future-proof solution for our team.
Seeing how easily Zammad integrates with all of our channels and tools immediately confirmed that this was the flexibility we were looking for in a help desk solution.
Zammad has completely changed our day-to-day work: Not only has it increased our efficiency, but it has also significantly improved collaboration and communication within our team.
There are three words that describe Zammad perfectly: intuitive, quick, and easy. The switch has definitely paid off: Zammad offers us more possibilities than we originally expected!
Since its implementation in our service department, Zammad has been at the forefront of our company as our central tool for daily customer satisfaction.
We wanted a simple, well-thought-out ticketing system that would allow us to handle various issues, be flexible enough to adapt to different structures, and seamlessly integrate into our system landscape at any time. Zammad has met all these requirements.
I fell a bit in love with Zammad. Little by little I took advantage of the possibilities and personalized the features more and more until I didn't want to miss the system anymore.
This is how I imagine Open Source with a company in the background! There are umpteen ways to use free software as a business model, but Zammad does it perfectly and always stays fair.
This is the only Customer Support team I like calling. At Zammad, you always have a knowledgeable employee on the phone who is friendly and competent and acts quickly. This is really personal and makes an enormous difference!
