From ce7cf883e381880fa8536121338b1bf2859d0ff8 Mon Sep 17 00:00:00 2001 From: Alya Abbott Date: Mon, 29 Jan 2024 23:53:32 -0800 Subject: [PATCH] portico: Add GUT contact case study. --- corporate/urls.py | 5 + .../case-studies/gut-contact-case-study.html | 37 ++++++ .../case-studies/gut-contact-case-study.md | 114 ++++++++++++++++++ templates/corporate/for/use-cases.md | 1 + templates/zerver/landing_nav.html | 5 + 5 files changed, 162 insertions(+) create mode 100644 templates/corporate/case-studies/gut-contact-case-study.html create mode 100644 templates/corporate/case-studies/gut-contact-case-study.md diff --git a/corporate/urls.py b/corporate/urls.py index c9a09f76b9..d1fc38b4d1 100644 --- a/corporate/urls.py +++ b/corporate/urls.py @@ -149,6 +149,11 @@ landing_page_urls = [ landing_view, {"template_name": "corporate/case-studies/idrift-case-study.html"}, ), + path( + "case-studies/gut-contact/", + landing_view, + {"template_name": "corporate/case-studies/gut-contact-case-study.html"}, + ), path( "case-studies/end-point/", landing_view, diff --git a/templates/corporate/case-studies/gut-contact-case-study.html b/templates/corporate/case-studies/gut-contact-case-study.html new file mode 100644 index 0000000000..00db460a7c --- /dev/null +++ b/templates/corporate/case-studies/gut-contact-case-study.html @@ -0,0 +1,37 @@ +{% extends "zerver/portico.html" %} +{% set entrypoint = "landing-page" %} + +{% set PAGE_TITLE = "Case study: GUT contact | Zulip" %} + +{% set PAGE_DESCRIPTION = "Learn how Zulip makes communication easy for 1000 + agents at GUT contact, a support agency." %} + +{% block customhead %} + +{% endblock %} + +{% block portico_content %} + +{% include 'zerver/landing_nav.html' %} + +
+
+
+
+

Case study: GUT contact

+

Support agency

+
+
+ Learn more about using Zulip for business. +
+
+
+
+
+ {{ render_markdown_path('corporate/case-studies/gut-contact-case-study.md') }} +
+
+
+
+ +{% endblock %} diff --git a/templates/corporate/case-studies/gut-contact-case-study.md b/templates/corporate/case-studies/gut-contact-case-study.md new file mode 100644 index 0000000000..d819ef0cca --- /dev/null +++ b/templates/corporate/case-studies/gut-contact-case-study.md @@ -0,0 +1,114 @@ +For over 20 years, GUT contact has been offering premium customer support, +outbound sales and other German-language services. The company achieves top +performance by putting employees in a productive and motivating environment. +Company leadership makes mindful choices about the tools employees use to get +their work done, and has successfully scaled the team to over 1000 agents. + +Agents at GUT contact use Zulip every day to communicate with their team leads. +“Most of our agents are in their 60s or 70s, so the software must be as simple +as possible. That’s why we love Zulip,” says [Erik +Dittert](https://gutcontact.de/unternehmen/team/erik-dittert/), who’s been +leading GUT contact’s IT team for the past 20 years. + +> “The software must be as simple as possible. That’s why we love Zulip.” +> +> — Erik Dittert, [Head of +> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT +> contact](https://gutcontact.de/) + + +## “Our agents don’t need email accounts” + +GUT contact relies on team chat for written communication within the company. +“Our agents don’t need email accounts,” says Erik Dittert, GUT Contact’s Head of +IT. “If someone has an email, they’ll get spam.” Instead, under Erik’s +leadership, GUT contact has been self-hosting open-source team chat applications +for years, upgrading as technology has evolved. + +The company started with IRC, used an XMPP chat client for a while, and in 2019 +moved to Rocket.Chat. “Rocket.Chat was a little bit better than our XMPP +server,” Erik says. However, when Erik learned about Zulip, he was excited to +check it out. “I installed Zulip, and the IT team played with the app. We loved +it. The UI was just cleaner, easier,” Erik says. + +Zulip’s topic-based threading model was transformative. With other chat apps, +“the first person has a question about something, the next person has a question +about something else. You answer the first person, and the second person is +confused,” Erik explains. This doesn’t happen with Zulip’s topics. + +> “Topic-based communication is a big big big feature we love in Zulip.” +> +> — Erik Dittert, [Head of +> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT +> contact](https://gutcontact.de/) + + +## Smooth transition to Zulip + +Erik showed Zulip to his boss and others at the company, and in October 2022, +GUT contact made the switch. + +“Zulip was quite easy to set up, and worked instantly. 1000 people — no +problem,” Erik recalls. “I hooked up the Zulip server to LDAP, and our agents +loved not having to remember a separate username and password.” Erik considered +importing data from Rocket.Chat into Zulip, but in the end it was decided that +the messy conversation history was not worth preserving. + +Erik put training videos on the company’s intranet to explain the switching +process, and to give an overview of key new features. Employees were encouraged +to play around with Zulip, create streams, and chat with each other. After a +month of running Zulip in parallel with Rocket.Chat, the old system was turned +off. + +> “Zulip was quite easy to set up, and worked instantly. 1000 people — no +> problem.” +> +> — Erik Dittert, [Head of +> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT +> contact](https://gutcontact.de/) + + +## Easy for anyone to use + +GUT contact offers employees the flexibility to work from one of 10 offices +across 3 countries, or from their home office. This makes Zulip a critical +communication tool across all job functions. There is a stream for each +department (IT, human resources, etc.), as well as a dedicated stream for each +customer, where team leaders post daily updates. + +For agents, may of whom are not fully comfortable with modern software, Zulip +being easy to use is invaluable. "We checked out Microsoft Teams and Mattermost, +and most of our users didn’t like these programs, because they didn’t know how +to work with them,” Erik says. “In Zulip, agents love the “All messages” view,” +which combines direct messages and stream messages into a single feed. “Unlike +other chat apps, you don’t have to click on each channel separately to see +unreads,” Erik explains. + +## Functionality for the most technical users + +Members of the IT team use Zulip to collaborate from around the world. “We share +code all the time, and the formatting and syntax highlighting is great,” Erik +says. When they need to jump on a call, “The Jitsi integration is perfect. We +don’t have to deal with emailing a calendar invite.” + +Outside of office hours, Erik uses the mobile app to check on his message inbox. +It’s easy to skim the list of topics to check if anything requires timely +attention. “I love the clean mobile app and the push notifications,” Erik says. +“The app is extremely fast — you click, and messages show up instantly.” + +Erik meets up regularly with other technologists to “have a beer and talk about +cool software.” In this 50-person group, “Zulip is quite a big theme right now,” +Erik says. + +> “I love Zulip. I use it every day, every night.” +> +> — Erik Dittert, [Head of +> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT +> contact](https://gutcontact.de/) + +--- + +Check out our guide on [using Zulip for business](/for/business/). You can also +learn how Zulip is being used at the [iDrift AS](/case-studies/idrift/) company, +the [End Point Dev](/case-studies/end-point/) software consultancy, and the +startup [Atolio](/case-studies/atolio/). diff --git a/templates/corporate/for/use-cases.md b/templates/corporate/for/use-cases.md index 818cd9ee4d..46939160ee 100644 --- a/templates/corporate/for/use-cases.md +++ b/templates/corporate/for/use-cases.md @@ -10,6 +10,7 @@ ## Customer stories * [iDrift AS company](/case-studies/idrift/) +* [GUT contact support agency](/case-studies/gut-contact/) * [End Point Dev software consultancy](/case-studies/end-point/) * [Atolio startup](/case-studies/atolio/) * [Technical University of Munich](/case-studies/tum/) diff --git a/templates/zerver/landing_nav.html b/templates/zerver/landing_nav.html index 07e13db25c..18e2846f54 100644 --- a/templates/zerver/landing_nav.html +++ b/templates/zerver/landing_nav.html @@ -61,6 +61,11 @@ Efficient distributed team management at iDrift AS +
  • + + Easy communication for 1000 agents at GUT contact + +
  • Managing hundreds of projects at End Point Dev