PlementOps

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of UAB Autolux

Describe what your company does in a single sentence.

Hertz Baltics is one of the leading mobility service providers in the Baltics, offering a wide range of solutions including car rental, replacement vehicles, leasing services and fleet sales. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PlementOps to accomplish?

• Rebuild Hertz Baltics' Zendesk as three separate brands (LT, LV, EE) on a single platform, replacing an unstructured shared environment with a clean, scalable foundation.
• Consolidate all scattered brand and department inboxes into one structured routing system so every ticket reaches the correct team automatically based on brand and request type.
• Give every agent a clean, organised workspace showing only their relevant tickets - no noise from other brands or teams - with clear views by status and priority.
• Enforce SLA response and resolution targets automatically per brand and priority, with breach alerts and on-hold pause rules so commitments are tracked and visible in real time.
• Provide customers with three branded self-service Help Centers, each in the local language plus English, hosted under a Hertz domain to deflect routine questions from agents.
• Equip agents with Zendesk Copilot for intelligent triage, suggested replies, ticket summaries, and macro recommendations to speed up handling and improve consistency.
• Build a unified inbound/outbound phone system with CloudTalk so calls are handled alongside email in one workspace, with routing, IVR, logging, and auto ticket creation.

SOLUTION

How did you find PlementOps?

Recomendation

Why did you select PlementOps over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from PlementOps were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

System Redesign: Rebuilding the customer support ecosystem from a fragmented, shared environment into a structured multi-brand platform for three countries. Workspace Optimization: Creating a unified workspace that separates agent workflows by brand (LT, LV, EE) and department. Email Consolidation: Connecting all regional departmental email addresses to automatically convert incoming emails into tracked tickets. Routing and Fields: Implementing automated ticket routing rules and custom conditional fields to organize incoming requests. SLA Management: Setting up automated Service Level Agreement policies to track and enforce response and resolution times. CloudTalk Integration: Integrating CloudTalk telephony across Lithuania, Latvia, and Estonia to manage all voice interactions inside the Zendesk workspace. AI Automation: Enabling Zendesk Copilot features for intelligent ticket triage and real-time agent assistance. Customer Self-Service: Developing three separate customer-facing Help Centers in local languages and English. Workflow Enhancement: Deploying specialized productivity apps and automating partner collaboration workflows

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable SLA compliance with automated breach tracking - first-reply and next-reply performance visible against targets per brand and priority.

Fewer misrouted tickets, as structured brand/department routing replaces manual triage of every incoming request.

Higher self-service deflection: more customer questions resolved via the branded Help Centers without agent involvement.

CSAT scores captured after each resolved ticket and tracked by brand, agent, and ticket type, with low scores flagged for team-lead review.

Inbound/outbound call volume, duration, and missed-call rates tracked per country via CloudTalk, giving visibility into phone-channel load.

Reduced first-reply and resolution times across all three brands, measured per agent and brand against the newly defined SLA targets.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Excellent Planning: Plementops demonstrated outstanding project management throughout the entire 5-week implementation roadmap. On-Time Delivery: They delivered every single milestone and key deliverable precisely on time and exactly as planned. Exceptional Responsiveness: The team was highly responsive, adaptive, and always ready to tailor the system to our specific needs.Proactive Communication: Communication was seamless, structured, and incredibly professional from day one.Problem-Solving Mindset: They proactively solved complex challenges, such as integrating CloudTalk telephony across all three Baltic countries.  

What was your primary form of communication with PlementOps?

Virtual Meeting

What did you find most impressive or unique about this company?

Seamless Multi-Country Integration: What impressed us most was their ability to seamlessly integrate CloudTalk telephony into Zendesk across three different countries (LT, LV, EE), elegantly overcoming localized telephony hurdles. Expert CX Architecture: They possess an exceptional understanding of complex multi-brand environments, perfectly restructuring our shared workspace so each regional team operates without any distracting noise. Forward-Thinking Automation: Their forward-looking implementation of advanced SLA workflows, automated follow-ups, and Zendesk Copilot AI tools has significantly reduced our manual workload. Flawless Technical Execution: They proved to be true subject matter experts who don't just configure software, but strategically architect customer experiences that immediately scale with business growth.  

Are there any areas for improvement or something PlementOps could have done differently?

Flawless Technical Execution: Honestly, there are no major areas for improvement, as the project was executed with absolute precision, and every milestone on the 5-week roadmap was met on time.  

BACKGROUND

Please describe your company and position.

I am the Communications Manager of Skycop

Describe what your company does in a single sentence.

Skycop.com is a global online platform where passengers can claim compensation for disrupted flights, including delays, cancellations, and overbookings

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PlementOps to accomplish?

• Zendesk implementation
• Reporting Improvements
• New functionality launch

SOLUTION

How did you find PlementOps?

Referral

Why did you select PlementOps over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from PlementOps were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

We have launched a lot of new functionalities at skycop and together with PlementOps we were able to make the process smooth and convinient to our customers. They have not only implemented Zendesk and Make.com to automate most of our processes, but ensured our team is capable to control everything easily and adapt to any changes we might want to integrate.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We partnered with PlementOps for a full Zendesk implementation that involved complex automation requirements, and the experience exceeded our expectations. From the start, PlementOps took the time to understand our workflows in detail and translated them into a structured Zendesk setup that works seamlessly for our large support team.

The biggest value came from their expertise in building advanced automations between Zendesk make.com and other our tech stack that would have taken us months to figure out. PlementOps handled it quickly and precisely. They also made sure our team was trained and comfortable with the system, so we could hit the ground running.

If you’re looking for a partner who can not only configure Zendesk but also design it around your business processes with scalability in mind, I highly recommend PlementOps.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was excellent. They consistently delivered items on time and often kept us updated throughout the process. They were also very responsive to our needs, adapting quickly whenever priorities shifted and ensuring we always felt supported.

What was your primary form of communication with PlementOps?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What I found most impressive about this company was their responsiveness and genuine care for our needs. They didn’t just deliver a service — they made sure we felt heard and supported throughout the entire process.

Are there any areas for improvement or something PlementOps could have done differently?

Honestly, if I had any suggestions for improvement, I could simply share them with the team and they would address them quickly and correctly.

BACKGROUND

Please describe your company and position.

I am the Business Consultant at an iGambling company.

Describe what your company does in a single sentence.

We are operating in the area of iGaming, providing gaming services to the customers across the world.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PlementOps to accomplish?

• Intercom Setup and Implementation

SOLUTION

How did you find PlementOps?

Online Search

Why did you select PlementOps over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from PlementOps were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project covers the following: 
Workspace and security setup
Channel integrations (email, Messenger, social channels, phone system)
Help Center (knowledge base) design
Implementation of Fin AI (within the bounds of Intercom’s native capabilities)
Integration with CRM
Outbound strategy and basic setup
Comprehensive training, onboarding, and handover

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Successfully integrated the Intercom system, leading to 100% of Customer support teams migrating to the new system

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team met deadlines brilliantly, always offering help and support on each step of the implementation process, and staying in touch whenever we had any issues or doubts.

What was your primary form of communication with PlementOps?

Virtual Meeting

What did you find most impressive or unique about this company?

The expertise of PlementOps is beyond doubt. They provided clear, professional, and knowledgeable support on every step of the project, quickly resolving any issues and masterfully implementing their skills and knowledge to deliver the project in the best way possible.

Are there any areas for improvement or something PlementOps could have done differently?

Everything was done great, no complaints from our side. The communication flow and support received from PlementOps couldn't have been better.

BACKGROUND

Introduce your business and what you do there.

I’m the director of a private healthcare business that delivers physical rehabilitation to clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PlementOps?

We needed help increasing our customer satisfaction (CSAT) score, amplifying our customer experience, cutting costs through automation, and rolling out Zendesk.

SOLUTION

What was the scope of their involvement?

PlementOps has provided a full company rollout and staff training for Zendesk. The team has also built automations for client session management, review, and referral generation. PlementOps has used Zendesk, Fillout, and Make.com to build automations that ensure clients can easily manage sessions and are always upsold where appropriate. The team has also automated feedback generation and routing people to leave reviews.

What is the team composition?

We’ve worked with one teammate from PlementOps.

How did you come to work with PlementOps?

We found PlementOps through a referral. We chose them over other options because they had high ratings, a great culture fit, and aligned company values.

How much have you invested with them?

We’ve spent around $20,000.

What is the status of this engagement?

We started working with PlementOps in January 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

PlementOps has increased our CSAT score for administration by 50% and our client referrals by 20%. The team has also cut costs by saving us from hiring as many administrative staff for tasks, which is a 20% cost reduction.

How did PlementOps perform from a project management standpoint?

PlementOps' project management is very good. The team delivers before deadlines. We communicate via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

Their founder is very knowledgeable, straight to the point, honest, and friendly. He’s a true professional.

Are there any areas they could improve?

I don’t think there’s anything PlementOps can improve on.

BACKGROUND

Introduce your business and what you do there.

I’m the community and marketing manager of TapBlaze, a gaming company. We develop engaging mobile game experiences for players worldwide, aiming to become a leading global entertainment company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PlementOps?

We wanted to heavily optimize our community support ticket flow for Zendesk. We needed help creating escalations, triggers, notifications, macros, a ticket receiving system, SLAs, support response times, clear brand isolation, access control, a unified agent workspace, multibrand access control, ticket categorization, automations, and status flows.

SOLUTION

What was the scope of their involvement?

PlementOps helped us with Zendesk optimization. The team created a unified agent workspace, multibrand configuration and access control, email configuration, ticket categorization and forms, macros, localization and translation, SLA configuration, triggers, automations, status flows, notifications, and follow-up notifications.

What is the team composition?

We worked with one teammate, Tomas from PlementOps.

How did you come to work with PlementOps?

We found PlementOps through an online search. We chose them over other options because they had high ratings, their pricing fit our budget, they were a great culture fit, they offered good value for the cost, and they showed great proactiveness and initiative to get the project moving ASAP.

What is the status of this engagement?

We worked together from January–February 2026.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Thanks to PlementOps' work, we achieved quicker response times from 24–72 hours to six hours on average. Our ticket resolution rates also increased by 2x. Moreover, our satisfaction scores became more accurate, and our feedback seemed more viable.

How did PlementOps perform from a project management standpoint?

PlementOps delivered much quicker than expected. More than 90% of the work was done in the first week. We communicated via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

I was impressed by how quickly PlementOps moved and how lean they were. There was no upselling or taking on extra projects we didn't need or think were helpful. Moreover, their work was done thoroughly to match our internal workflow style, so it was integrated quite seamlessly with our internal guidelines and processes.

Are there any areas they could improve?

Working with PlementOps was wonderful. They were very hands-on, knew what they were doing, and were very reliable in giving us full access and control of the landscape for maximal optimization.