What Premium Plus does

Premium Plus BV is a privately held, Belgium-based (Sint-Niklaas) specialist consultancy founded in 2012 that designs, implements, and operates Zendesk-based customer and employee experience solutions. The company is a certified Strategic Zendesk Partner — the highest tier in Zendesk's partner program — and has won the EMEA Zendesk Partner of the Year in both 2023 and 2024, the Global Master Partner Award in 2020, and the EMEA Growth Partner of the Year in 2018. It serves enterprise and mid-market CX, EX, and IT/HR leaders across EMEA, with localized service delivery in English, German, French, and Dutch, and reports a customer base of 1,000+ brands including Carrefour, Brussels Airport, TUI, Decathlon, Nike, Disney, PwC, and Capgemini.

The company operates three service tiers — Getting Started (Zendesk implementation, data migration, training, license resale), Improve & Optimise (health check, optimization, AI & automation, analytics, Premium Care managed services, and the proprietary P+ Self Service Portal), and Build & Extend (AI Agents, Copilot, Voice Solutions, custom Themes, and Apps & Integrations via the Zendesk Marketplace). Underlying technology is built on the Zendesk platform ecosystem and complemented by a curated partner network that includes PolyAI and SnapCall for voice AI, Aircall for cloud telephony, Sweethawk and Sparkly for agent productivity, Zuper for field service, Frimio for workflow automation, and i2 and Surveypal for analytics.

Revenue is generated from four streams: per-seat annual Zendesk license resale (with 12-month subscription terms), professional services (hourly or fixed-fee implementation, optimization, and training), managed Premium Care subscriptions (SLA-based ongoing support), and Marketplace app/theme revenue. Go-to-market combines direct enterprise field sales, inbound referrals from Zendesk's own sales organization, co-selling with technology partners, and content-led demand generation across a multilingual blog, resource hub, webinars, and SEO-optimized vertical landing pages. The company holds 1–10 employees per its public classification and is GDPR- and CCPA-compliant.

Name

Premium Plus

Legal name

Premium Plus BV

Website

https://premiumplus.io

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

1–10 employees

Short description

Premium Plus is a Belgium-based Strategic Zendesk Partner providing implementation, optimization, AI/automation, and managed services on the Zendesk platform to enterprise and mid-market CX and EX leaders across EMEA.

Ownership category

akta.pro rank

Product category

Customer Experience Implementation Services

NAICS

Custom Computer Programming Services (541511)

SIC

Services-Computer Programming Services (7371)

akta.pro primary industry

Software/SaaS Subscriptions (Consumer & Prosumer) (CRAFAIAB)

Keywords

• Zendesk implementation services
• Customer experience consulting
• Helpdesk optimization services
• Zendesk license reseller
• AI customer support automation

Headquarters

HQ city

Sint-gillis-waas

HQ country

Belgium

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Zendesk & Software Licensing: Premium Plus resells Zendesk software licenses (Suite, Support, Guide, and related products) as well as Aircall. Customers purchase subscriptions (typically 12-month terms) for these software products through Premium Plus, which acts as a licensed reseller.
2. Professional Services (Implementation & Optimization): Implementation, configuration, data migration, training, and ongoing optimization services are charged separately from product licenses, either as project-based engagements or at hourly rates. Services are explicitly stated to be excluded from the purchase price of Products.
3. Premium Care (Ongoing Support): Ongoing support and maintenance services sold as subscriptions (SLA-based service level agreements) for customers who have licensed products through Premium Plus. Remote support and maintenance are included as part of the license grant.
4. Apps & Themes: Custom apps and themes created by Premium Plus and distributed via the Zendesk Marketplace, generating additional revenue from the app ecosystem.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels7 records

Core offering

Premium Plus delivers end-to-end Zendesk professional services spanning implementation, data migration, training, optimization, AI and automation configuration, analytics, and ongoing Premium Care managed support for enterprise and mid-market customers across EMEA. The firm also resells Zendesk and Aircall software subscriptions and sells its own proprietary add-ons, notably the P+ Self Service Portal, custom Zendesk Themes (including the Gotham theme), and Marketplace apps, packaged across Getting Started, Improve & Optimise, and Build & Extend service tiers.

Product overview

Premium Plus is Europe's most trusted Zendesk partner offering a comprehensive portfolio of services and products centered on the Zendesk customer service platform. The portfolio consists of three service tiers: Getting Started (Zendesk implementation, data migration, training, and licensing) for organizations new to Zendesk; Improve & Optimize (health check, optimization, AI & automation, analytics, Premium Care, and the proprietary P+ Self Service Portal) for existing users; and Build & Extend (AI Agents, Copilot, Voice Solutions, Themes, and Apps & Integrations) for modular add-ons and enhancements. Premium Plus also resells Zendesk and Aircall software licenses, and develops proprietary apps and themes. The company has been a Zendesk partner since 2012 and holds multiple Zendesk partner awards.

Differentiator

Problem solved

Functional benefit

Products and services

• Zendesk Implementation Full-service implementation of Zendesk for organizations new to the platform, including setup, configuration, and go-live support. Targeted at enterprise and mid-market CX and service leaders adopting or replacing customer service platforms.
• Data Migration Migration of existing customer service data, tickets, and configurations into Zendesk, including transfer from legacy systems.
• Zendesk Training Training programs to help teams learn and maximize their use of Zendesk platforms and features.
• Zendesk Licensing Resale of Zendesk software licenses (Suite, Support, Guide, and related products) on 12-month subscription terms as an authorized Zendesk partner.
• Zendesk Health Check Structured audit methodology assessing existing Zendesk configurations across configuration, workflows, automation, reporting, and security to identify optimization opportunities and serve as a diagnostic tool for further engagements.
• Zendesk Optimisation Optimization of existing Zendesk setups to improve efficiency, automation, and overall performance for organizations already running Zendesk.
• AI & Automation Services Implementation and configuration of Zendesk AI capabilities including AI Agents, automated responses, and workflow automation for organizations seeking AI-driven ticket deflection.
• Zendesk Analytics

Quantifiable outcome

• Trusted by 1000+ leading brands globally
• +8 more outcomes

Named customers15 records

Segments5 records

Ideal customer profiles5 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability5 records

Feature5 records

Partnerships

13 partnerships are on record, tiered core flagship, core, preferred and minor.

• Zendeskcore flagshipChannel Partner/ Reseller/ Distributor · 1 January 2012Premium Plus is a certified Zendesk partner and Strategic Zendesk Partner (the highest partner tier). The partnership is the core of Premium Plus's business, encompassing resale of Zendesk licenses, implementation, optimization, data migration, training, and ongoing managed services. Premium Plus has won Zendesk's EMEA Partner of the Year award multiple times (2018, 2023, 2024) and Global Master Partner Award (2020). Zendesk actively refers customers to Premium Plus for implementation services.
• AircallcoreTechnology or IntegrationPremium Plus is an Aircall reseller and integrates Aircall's cloud-based phone solution with Zendesk environments. Aircall integration enables modern, scalable voice support within the Zendesk ecosystem, allowing agents to handle voice conversations with full customer context directly within Zendesk.
• SweethawkpreferredTechnology or IntegrationSweethawk extends Zendesk with productivity apps that help teams work faster, stay organized, and improve agent efficiency. Premium Plus recommends and implements Sweethawk apps as part of its Zendesk ecosystem offerings.
• ZuperpreferredTechnology or IntegrationZuper connects Zendesk with field service operations, enabling seamless scheduling, task management, and customer communication. Integrated as part of Premium Plus's Zendesk deployment for organizations with field service components.
• SnapcallpreferredTechnology or IntegrationSnapcall brings contextual voice and video calls directly into Zendesk, allowing agents to handle conversations with full customer context without switching tools.
• PolyAIpreferredTechnology or IntegrationPolyAI delivers AI-powered voice assistants that handle complex customer conversations and integrate smoothly with Zendesk environments. Premium Plus implements PolyAI voice AI within Zendesk deployments for clients seeking advanced conversational AI.
• AdelantepreferredStrategic or Co-development PartnerAdelanteCX supports organisations with CX strategy, maturity models and transformation programs aligned with Zendesk implementations. Works alongside Premium Plus to provide strategic CX consulting as part of Zendesk transformation engagements.
• FrimopreferredTechnology or IntegrationFrimio helps organisations automate Zendesk workflows and approvals, reducing manual work and improving process consistency.
• i2preferredTechnology or Integrationi2 provides advanced data, reporting, and insight solutions that help organisations turn Zendesk data into actionable intelligence.
• SparklypreferredTechnology or IntegrationSparkly improves agent experience and engagement by adding smart productivity features to Zendesk workflows.
• SurveypalpreferredTechnology or IntegrationSurveypal enables advanced customer feedback and survey analytics, integrated with Zendesk to measure experience beyond tickets.
• Asana Software Ireland Ltd.minorOthersAsana is used as a project and task management tool by Premium Plus for managing implementation projects and tracking tasks on behalf of customers. Listed as a sub-processor in the data processing agreement.
• Google Ireland Ltd.minorOthersGoogle Workspace (Gmail, Drive, Calendar) is used by Premium Plus for business operations including email, document sharing, and calendar management. Listed as a sub-processor in the data processing agreement.

Scale indicators5 records

Recent moves6 records

Expansion highlights7 records

Direct peers

• Sweethawk: A Netherlands-based Zendesk app developer and partner focused on productivity apps for Zendesk agents. Closely comparable to Premium Plus in being a small, specialized EMEA Zendesk partner selling both apps and implementation expertise on top of the Zendesk platform.
• Tymeshift: An Elite Zendesk Partner providing implementation, customization, and managed services on Zendesk. Highly comparable business model to Premium Plus: boutique Zendesk-specialist consultancy combining license resale, professional services, and ongoing support.
• Adelante (AdelanteCX): European CX strategy and transformation consultancy that partners with Premium Plus on Zendesk deployments. Comparable as a CX-focused consultancy serving the same European enterprise buyer with adjacent offerings in CX maturity and transformation.

Broad incumbents

• Accenture: Global systems integrator with a large Customer Experience practice that implements Zendesk alongside other CX platforms (Genesys, Salesforce). Competes with Premium Plus on large enterprise transformation RFPs where scale and multi-vendor scope are decisive.
• Deloitte Digital: Deloitte's digital arm runs major CX/CRM transformation engagements and is a certified Zendesk implementation partner. Competes with Premium Plus on enterprise-level programs where Deloitte's brand, change-management bench, and global delivery footprint are preferred.
• Capgemini: Global IT services firm with a dedicated Customer Experience portfolio that includes Zendesk deployments. Notably also a Premium Plus customer, but competes for new Zendesk implementation mandates in EMEA with substantially larger delivery capacity.
• Cognizant: Large IT services provider with CX/EX modernization practices and certified partner status across multiple customer-engagement platforms including Zendesk. Overlaps with Premium Plus on enterprise CX implementation and managed services.
• Tata Consultancy Services (TCS): Global IT services giant operating CX transformation practices across Zendesk, Genesys, and other platforms. Competes with Premium Plus primarily on large multi-country rollouts where offshore delivery and program scale are deciding factors.
• Slalom: US-headquartered consultancy with a strong CX/EX practice and certified partner relationships across customer-engagement platforms. Comparable as a regional-to-mid-market CX transformation partner that competes with Premium Plus for similar enterprise buyers.
• NTT Data: Global IT services provider with a CX/CRM practice that delivers Zendesk and adjacent customer-engagement implementations. Competes with Premium Plus on large enterprise transformation deals, especially in EMEA and the public sector.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/premiumplus_io

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Premium Plus