Accounting Tool FastBill Supports Customers Using Zendesk (Germany)

Customer service solution scales up as the provider of an accounting solution for small businesses continues to grow

HAMBURG,GERMANY – February 18, 2013 – Zendesk, the pioneering provider of cloud-based customer service software (de.zendesk.com), has been selected by FastBill as its communications platform of choice when it comes to providing comprehensive support for customers. Based in Essen, FastBill (www.FastBill.com) is a software-as-a-service provider that focuses on accounting, document archiving and financial management for small businesses.

Since shortly after the founding of FastBill in 2008, Zendesk has been the company’s preferred tool for customer service, according to FastBill CEO Christian Häfner: “Even at the start when we received perhaps twenty e-mail requests per month, Zendesk proved itself as a central system for service tickets. Using definable rules, the system creates order in our message inbox and helps us assign support tickets to the appropriate service agent.”

At the beginning, CEO Häfner personally communicated with FastBill users; today, there is a service team of five agents. As the billing service is growing, the number of questions and comments that reach Häfner and his colleagues is increasing as well. “As a cloud service we primarily rely on the ease of use of our solution, but when there are questions or technical difficulties, we want to provide fast and professional assistance,” says Häfner. “Zendesk helps us by providing a standardized view of every customer and his or her requests, regardless of the contact channel through which they reach us. In addition, Zendesk grows with our needs, which is a big plus for us as a small organization.“

FastBill also uses Zendesk to collect feedback and suggestions for improvements from its customers. The integration of Zendesk in the FastBill forum allowed frequently recurring questions from customers to be added to an FAQ list and suggestions for product improvements to be collected systematically.

FastBill CEO Häfner adds: “Zendesk is really fun. At the moment I can’t imagine another tool that would enable us to make our support customers so happy.”

About Zendesk

Zendesk is a leading provider of cloud-based customer service software. For growing organizations, Zendesk is the fastest way to offer great customer service. More than 25,000 organizations of all sizes trust Zendesk with their most valuable asset: customers, partners and employees – including Groupon (Germany), Jenoptik and Disney. Zendesk was founded in 2007 and is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners and Redpoint. Learn more at www.zendesk.com

This is a translation of a press release originally issued in Japanese.

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