From Personal Inboxes to a Smart Ticketing System: Europe’s leading terry ware manufacturer, Vossen, demonstrates how optimizing customer service with smart tools like Zammad not only enhances customer satisfaction but also streamlines internal processes. A success story that proves the best time for change is when things are going well.
Since implementing Zammad, we can precisely track where our support excels and identify areas with room for improvement.
As a growing company, Vossen faced new challenges. With 250 employees, an annual production of over 5 million products, and exports to 45 countries, the introduction of first- and second-level support became essential. However, handling customer inquiries through personal inboxes proved increasingly inefficient and lacked transparency.
Inbox-related issues became particularly problematic during staff absences. Whether due to illness or vacation, there was no clear overview of open requests or who should take them over. "This led to unnecessary delays for our customers," recalls Klemens Minichberger, Head of Internal Services at Vossen. Additionally, the lack of performance metrics made it difficult to measure and improve service quality.
When selecting the right helpdesk system, the Vossen team identified three key criteria: it needed to be cost-effective, significantly simplify daily operations, and seamlessly integrate with existing systems. A crucial factor was its connection to Power BI, enabling comprehensive reporting and in-depth analysis.
"We were looking for a system that not only reduces our workload but also provides valuable insights for long-term process optimization."
Zammad met these requirements perfectly, standing out with its intuitive user interface and high flexibility in adapting workflows.
The rollout of Zammad was carried out gradually with a clear strategy. The IT department was the first to test the system, taking on the role of key users. Step by step, additional departments were onboarded, ensuring that within six months, all teams were proficient with the new solution and using it productively.
One of the key challenges was defining the right ticket categories to accurately reflect internal workflows. "We had to determine which categories were truly relevant to our daily operations and how to structure our workflows in the most effective way," explains Klemens Minichberger.
With Zammad as its central system, Vossen’s support team now serves around 4,500 customers in both German and English. After initially launching with a self-hosted version in 2019, the company transitioned to the SaaS solution in 2022. Since then, the system has ensured efficient and transparent handling of all service requests.
Collaboration, in particular, has greatly benefited from the new solution. Multiple employees can now work on a ticket simultaneously, speeding up response times and preventing information loss. With 27 active agents, the team achieves an impressive SLA compliance rate of over 97%, handling an average of 160 tickets per day.
Company-wide transparency has also significantly improved. For the first time, the team can evaluate internal service performance using measurable KPIs, making the work of support teams more visible and increasing awareness of their contributions.
"Thanks to Zammad, we have a clearer overview of our processes and can make targeted improvements."
The numbers speak for themselves: On average, inquiries are fully resolved within 16 hours, with an initial response time of just one hour.
One of the biggest successes was the shift in employee mindset. Initially, there was some hesitation—especially from colleagues who were reluctant to give up their personal inboxes and preferred to stick to their familiar way of working.
However, daily use of the new ticketing system quickly revealed its advantages. What started as skepticism soon turned into recognition of how much the system improved everyday operations. Even the most resistant employees became strong advocates of the new solution.
The implementation of Zammad at Vossen was just the beginning of an ongoing improvement process. The team continuously adapts the system to meet their specific needs and strategically integrates new features into their daily workflows.
"We've already achieved a lot, and we see great potential to leverage Zammad even further to optimize our processes," shares Klemens Minichberger.
