Headquartered in the Netherlands, Panas offers innovative Cloud-based telephony solutions that enable small and mid-sized businesses to communicate more efficiently and cost-effectively. With telephony being such a critical and highly visible service, Panas pays close attention to the effectiveness of its Support teams and the quality of the customer experience.
With new services being launched to customers during 2016, Panas wanted to provide a more tailored support experience, based on the services that customers had subscribed to, and the types of requests being logged. The existing Zendesk solution did not provide the flexibility to route customers based on their service subscriptions, so Panas decided to look to the market for an ITSM solution that would support full business process management and service automation.