# Fellstern: A switch with zero downtime. Replies in under 24 hours.

> How Fellstern moved from Zendesk to armincx mid-operation and automates shipping and return emails.

Source: https://chatarmin.com/en/case-studies/fellstern-cx

## Published results

- Email response time: < 24 h
- Downtime during the switch: 0
- Macros migrated: 100%

## The story

Fellstern is a young pet brand selling mainly dog harnesses. The products need explaining, and a slightly older audience looks closely before buying, so fast and detailed replies matter.

As Fellstern grew, email requests multiplied. Early delivery delays added parcel questions, and everything was answered by hand. After hitting Zendesk’s limits on automating recurring emails, the team found armincx.

## The challenge

Switch systems without pausing support, automate recurring shipping and return requests, and keep the personal tone for customers who need real advice.

## The approach. A playbook worth exploring.

### Migrate during live operations

With a backlog building after just two or three days, pausing was not an option. Inbox and macros moved from Zendesk while operations kept running, so familiar replies were ready from day one.

### Connect Shopify and DHL

Order data and the current shipment status sit right in every ticket. The support team has everything it needs for a reply in one place.

### Build shipping and returns workflows

The shipping workflow checks the DHL status and sends a different message per case. The returns workflow separates exchanges from returns, which matters for sized products.

### Draft replies for tricky cases

For customers who expect detailed, personal answers, armincx prepares a draft that the team refines and sends.

## The results. In the customer’s context.

Fellstern switched with zero downtime and migrated 100% of its macros. Emails are answered in under 24 hours even as volume grows, and a dedicated support hire now runs customer service.

> We wanted a hybrid system. Recurring emails run automatically, and we handle the tricky cases ourselves. That way we keep the personal contact with our customers and stay fully in control.

Luca Beese, Co-Founder, Fellstern

## Fits the stack. Connects the journey.

- Shopify
- DHL

[Hear the story. From the team behind it.](https://cdn.sanity.io/files/vmmgqf0p/production/5363af31a4a042cc8a0d61c8cfd08eecfa5d5e22.mp4#t=4)

Results are specific to each customer and campaign, not a guarantee of future performance.