Overview

Eteg is a premier Zendesk partner in Brazil, specializing in consulting, implementations, and ongoing support. Drago, who leads Eteg’s customer-facing team, shared how the SubscriptionPro app helped shift their work with Zendesk customers from reactive to proactive—making their operations faster, more data-driven, and more trustworthy.

The Challenge

Before using SubscriptionPro, Eteg’s team relied on customers to describe their problems or ideas, often based on vague expectations like “we want to use AI” without clear goals or supporting data. Conversations were guided by feelings rather than facts, and service hours were sometimes used inefficiently. Basic tasks—like evaluating triggers, analyzing SLA performance, or reviewing Zendesk usage—required time-consuming, manual data collection.

The Solution

SubscriptionPro gave Eteg direct access to real-time customer data, including SLAs, CSAT, agent group metrics, and license information. Instead of waiting on customers or digging through accounts manually, the team now quickly uncovers improvement opportunities, builds tailored recommendations, and presents clear, data-backed insights to customers.

Key Benefits

• Time Savings: Customer assessments that used to take 2–3 hours now take less than one, thanks to centralized data.

• Proactive Strategy: Eteg no longer waits for customers to raise issues—they identify them early and recommend improvements.

• Project Justification: Metrics from the app help Eteg justify new projects and track impact before and after implementation.

• Customer Trust: The app gives visibility without exposing sensitive ticket data, making customers more open to collaboration.

• Team Independence: Eteg is now less reliant on Zendesk to bring in deals and can identify and pursue opportunities independently.

Impact

SubscriptionPro has already helped Eteg close new projects and provide stronger value in their consulting work. The app allows them to demonstrate measurable impact—like increases in automation coverage or improvements in CSAT—giving customers confidence that changes are working. It’s also helped streamline internal efforts, freeing up the team to spend more time with customers and less time digging for data.

Working with the Team

Drago described the collaboration with the SubscriptionPro team as “a real partnership.” He highlighted how easy it is to ask questions, get help, and continuously improve the product together. “It’s not just for our current customers—it’s helping us build trust and deliver better service even with new Zendesk customers,” he said.

Conclusion

For Eteg, SubscriptionPro has become a powerful tool for driving better service, deeper relationships, and business growth. As Drago shared, the app allows his team to move faster, show real value, and create strategic conversations grounded in data—not just assumptions.