mirror of https://github.com/zulip/zulip.git
portico: Add GUT contact case study.
This commit is contained in:
Alya Abbott
Tim Abbott
parent
1e4f5c6433
commit
ce7cf883e3
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@ -149,6 +149,11 @@ landing_page_urls = [
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landing_view,
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landing_view,
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{"template_name": "corporate/case-studies/idrift-case-study.html"},
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{"template_name": "corporate/case-studies/idrift-case-study.html"},
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),
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),
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path(
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"case-studies/gut-contact/",
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landing_view,
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{"template_name": "corporate/case-studies/gut-contact-case-study.html"},
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),
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path(
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path(
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"case-studies/end-point/",
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"case-studies/end-point/",
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landing_view,
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landing_view,
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@ -0,0 +1,37 @@
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{% extends "zerver/portico.html" %}
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{% set entrypoint = "landing-page" %}
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{% set PAGE_TITLE = "Case study: GUT contact | Zulip" %}
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{% set PAGE_DESCRIPTION = "Learn how Zulip makes communication easy for 1000
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agents at GUT contact, a support agency." %}
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{% block customhead %}
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<meta name="viewport" content="width=device-width, initial-scale=1.0" />
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{% endblock %}
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{% block portico_content %}
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{% include 'zerver/landing_nav.html' %}
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<div class="portico-landing why-page solutions-page case-study-page">
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<div class="hero bg-education">
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<div class="bg-dimmer"></div>
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<div class="content">
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<h1 class="center">Case study: GUT contact</h1>
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<p>Support agency</p>
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</div>
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<div class="hero-text">
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Learn more about using Zulip for <a href="/for/business/">business</a>.
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</div>
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</div>
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<div class="main">
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<div class="padded-content">
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<div class="inner-content markdown">
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{{ render_markdown_path('corporate/case-studies/gut-contact-case-study.md') }}
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</div>
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</div>
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</div>
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</div>
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{% endblock %}
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@ -0,0 +1,114 @@
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For over 20 years, GUT contact has been offering premium customer support,
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outbound sales and other German-language services. The company achieves top
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performance by putting employees in a productive and motivating environment.
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Company leadership makes mindful choices about the tools employees use to get
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their work done, and has successfully scaled the team to over 1000 agents.
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Agents at GUT contact use Zulip every day to communicate with their team leads.
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“Most of our agents are in their 60s or 70s, so the software must be as simple
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as possible. That’s why we love Zulip,” says [Erik
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Dittert](https://gutcontact.de/unternehmen/team/erik-dittert/), who’s been
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leading GUT contact’s IT team for the past 20 years.
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> “The software must be as simple as possible. That’s why we love Zulip.”
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>
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> — Erik Dittert, [Head of
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> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT
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> contact](https://gutcontact.de/)
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## “Our agents don’t need email accounts”
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GUT contact relies on team chat for written communication within the company.
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“Our agents don’t need email accounts,” says Erik Dittert, GUT Contact’s Head of
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IT. “If someone has an email, they’ll get spam.” Instead, under Erik’s
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leadership, GUT contact has been self-hosting open-source team chat applications
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for years, upgrading as technology has evolved.
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The company started with IRC, used an XMPP chat client for a while, and in 2019
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moved to Rocket.Chat. “Rocket.Chat was a little bit better than our XMPP
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server,” Erik says. However, when Erik learned about Zulip, he was excited to
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check it out. “I installed Zulip, and the IT team played with the app. We loved
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it. The UI was just cleaner, easier,” Erik says.
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Zulip’s topic-based threading model was transformative. With other chat apps,
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“the first person has a question about something, the next person has a question
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about something else. You answer the first person, and the second person is
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confused,” Erik explains. This doesn’t happen with Zulip’s topics.
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> “Topic-based communication is a big big big feature we love in Zulip.”
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>
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> — Erik Dittert, [Head of
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> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT
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> contact](https://gutcontact.de/)
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## Smooth transition to Zulip
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Erik showed Zulip to his boss and others at the company, and in October 2022,
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GUT contact made the switch.
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“Zulip was quite easy to set up, and worked instantly. 1000 people — no
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problem,” Erik recalls. “I hooked up the Zulip server to LDAP, and our agents
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loved not having to remember a separate username and password.” Erik considered
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importing data from Rocket.Chat into Zulip, but in the end it was decided that
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the messy conversation history was not worth preserving.
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Erik put training videos on the company’s intranet to explain the switching
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process, and to give an overview of key new features. Employees were encouraged
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to play around with Zulip, create streams, and chat with each other. After a
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month of running Zulip in parallel with Rocket.Chat, the old system was turned
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off.
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> “Zulip was quite easy to set up, and worked instantly. 1000 people — no
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> problem.”
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>
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> — Erik Dittert, [Head of
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> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT
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> contact](https://gutcontact.de/)
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## Easy for anyone to use
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GUT contact offers employees the flexibility to work from one of 10 offices
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across 3 countries, or from their home office. This makes Zulip a critical
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communication tool across all job functions. There is a stream for each
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department (IT, human resources, etc.), as well as a dedicated stream for each
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customer, where team leaders post daily updates.
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For agents, may of whom are not fully comfortable with modern software, Zulip
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being easy to use is invaluable. "We checked out Microsoft Teams and Mattermost,
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and most of our users didn’t like these programs, because they didn’t know how
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to work with them,” Erik says. “In Zulip, agents love the “All messages” view,”
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which combines direct messages and stream messages into a single feed. “Unlike
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other chat apps, you don’t have to click on each channel separately to see
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unreads,” Erik explains.
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## Functionality for the most technical users
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Members of the IT team use Zulip to collaborate from around the world. “We share
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code all the time, and the formatting and syntax highlighting is great,” Erik
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says. When they need to jump on a call, “The Jitsi integration is perfect. We
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don’t have to deal with emailing a calendar invite.”
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Outside of office hours, Erik uses the mobile app to check on his message inbox.
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It’s easy to skim the list of topics to check if anything requires timely
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attention. “I love the clean mobile app and the push notifications,” Erik says.
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“The app is extremely fast — you click, and messages show up instantly.”
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Erik meets up regularly with other technologists to “have a beer and talk about
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cool software.” In this 50-person group, “Zulip is quite a big theme right now,”
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Erik says.
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> “I love Zulip. I use it every day, every night.”
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>
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> — Erik Dittert, [Head of
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> IT](https://gutcontact.de/unternehmen/team/erik-dittert/) at [GUT
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> contact](https://gutcontact.de/)
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---
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Check out our guide on [using Zulip for business](/for/business/). You can also
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learn how Zulip is being used at the [iDrift AS](/case-studies/idrift/) company,
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the [End Point Dev](/case-studies/end-point/) software consultancy, and the
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startup [Atolio](/case-studies/atolio/).
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@ -10,6 +10,7 @@
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## Customer stories
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## Customer stories
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* [iDrift AS company](/case-studies/idrift/)
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* [iDrift AS company](/case-studies/idrift/)
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* [GUT contact support agency](/case-studies/gut-contact/)
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* [End Point Dev software consultancy](/case-studies/end-point/)
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* [End Point Dev software consultancy](/case-studies/end-point/)
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* [Atolio startup](/case-studies/atolio/)
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* [Atolio startup](/case-studies/atolio/)
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* [Technical University of Munich](/case-studies/tum/)
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* [Technical University of Munich](/case-studies/tum/)
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@ -61,6 +61,11 @@
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Efficient distributed team management at iDrift AS
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Efficient distributed team management at iDrift AS
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</a>
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</a>
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</li>
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</li>
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<li class="top-menu-submenu-list-item">
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<a href="/case-studies/gut-contact/">
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Easy communication for 1000 agents at GUT contact
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</a>
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</li>
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<li class="top-menu-submenu-list-item">
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<li class="top-menu-submenu-list-item">
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<a href="/case-studies/end-point/">
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<a href="/case-studies/end-point/">
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Managing hundreds of projects at End Point Dev
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Managing hundreds of projects at End Point Dev
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