With Zammad, URBAN has elevated its IT helpdesk and customer service to a new level

From Shared Mailbox to Ticketing System

What began in 1947 as an electrical installation business with just one shop in Memmingen, Germany, has evolved into a market leader in mechanical engineering for manufacturing solutions in the window industry. Today, Urban serves customers in more than 100 countries. From consulting and detailed project planning to completion, more than 400 employees ensure comprehensive service and the highest quality in every phase of a project.

As the company grew, so did the complexity of its process structures, which Urban efficiently manages with an ERP system. When a change to the ERP system became necessary in 2017, the challenge arose to manage the associated efforts centrally, clearly, and transparently. The team realized that this could only be achieved with the help of a ticketing system.

"Previously, we did not use any other helpdesk software. IT service cases were handled through the company's email system and were processed on a person-to-person basis. To achieve more transparency and overview, allowing for quick and straightforward handling of cross-functional tasks, we envisioned a ticketing system as a solution-oriented approach," recalls Christian Klotz, IT Specialist for Client & Software Management.

Zammad as the Obvious Choice

"We researched how helpdesk solutions look and function in detail. In a comparison, we evaluated five ticketing systems side by side to see which would best fit Urban as a medium-sized company. Zammad convinced us with its intuitive handling, sleek design, and well-thought-out structure. Additionally, a straightforward implementation was crucial for us," says Michael Walther, explaining the decision-making process.

After successfully configuring and setting up a stable interface to the ERP system, the IT department got straight to work with Zammad. Alongside the technical affinity of the employees, Zammad's self-explanatory user interface made it easy for them to work quickly and efficiently with the new tool without the need for lengthy training.

From internal IT Helpdesk to Customer Service and Sales

When the team noticed that support and communication for technical inquiries had become more efficient, they decided to extend the helpdesk system to other areas of the company.

"After a 2–3 month trial period where Zammad was initially used only in the IT department, we quickly recognized the system's advantages and expanded it to our service department," reports Christian Klotz. "With Zammad as our helpdesk solution, we made a significant leap in customer service," he adds.

In addition to the IT and service teams, the replacement dispatch and sales departments now also work with Zammad. "The daily work routine has changed in a way that makes it easier and accessible for all involved to exchange information internally and externally through the ticketing system," explains Christian Klotz. "What started with classic service requests has developed into a system that enables internal project management with interfaces to the ERP system."

Next Focus: Cross-location Use

Following the successful implementation of Zammad at the first locations, Urban has big plans for company-wide use. "The next step is to integrate Zammad for our colleagues in Canada to ensure that this location can also benefit from all the advantages of the helpdesk solution", says Michael Walther. "We will continue to roll out Zammad internally in Memmingen and ensure that even more departments have access. This will enable us to work together even more transparently and quickly – in a goal-oriented manner."