Overview

Premium Plus is a leading Zendesk partner in Europe, dedicated exclusively to helping organizations optimize their Zendesk instances. In this case study, Kinga, an account manager at Premium Plus, shares her experience using the SubscriptionPro app to enhance customer support, license management, and internal workflows.

The Challenge

Before using SubscriptionPro, managing Zendesk customer accounts involved manually collecting data from various sources. This made it time-consuming and inefficient for account managers to stay up to date, offer proactive recommendations, or facilitate internal handovers.

The Solution

SubscriptionPro provided Premium Plus with a centralized platform that offers real-time visibility into customer accounts. From license management to subscription plans and support usage insights, the app consolidates all relevant data into one place—accessible both to the partner and the customer.

Key Benefits

• Faster Response Times: With real-time insights into each account, the team can react more quickly and efficiently to customer needs.

• Simplified License Management: Customers can request licenses directly through the app, which syncs with HubSpot to generate quotes and streamline approvals.

• Stronger Customer Relationships: Account managers can now proactively recommend new initiatives based on clear data from the app, often leading to optimization or expansion projects.

• Customer Empowerment: Clients benefit from the same dashboard, making it easier for them to manage their own accounts and onboard new team members.

• Effortless Handover: With all account data in one place, internal team transitions (e.g., covering for vacations) are smoother and less stressful.

Customer Feedback

Clients have responded very positively to the app, praising its simplicity, clarity, and ease of use. It allows both Premium Plus and their customers to feel confident that nothing falls through the cracks.

Collaboration Experience

Kinga emphasized the positive working relationship with the SubscriptionPro team, highlighting their responsiveness, clarity in communication, and openness to feedback. “I feel supported and I really feel that we are partners,” she said. “This is a very trustworthy relationship.”

Impact

The app has directly contributed to new business opportunities by enabling data-driven conversations with customers. While the specific projects are confidential, the insights from SubscriptionPro have repeatedly led to new initiatives.

Conclusion

For any Zendesk partner looking to save time, improve customer experience, and confidently manage their accounts, SubscriptionPro delivers immediate value. As Kinga puts it, “If you want to make your life easier, take the app. Then you’ll have time to sip a coffee between meetings without stressing about what you’ve missed.”