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Challenge

Brightidea is the premier cloud-based innovation management software provider. Top global brands including GE, Motorola, Kraft, Sony, Chevron, Bayer and many more, use Brightidea’s platform to drive and monitor the social process of innovation from concept to cash. Brightidea believes that delivering customer service goes beyond the support team. Rather, it involves other internal teams–from sales to engineering–to deliver a great customer experience that in turn impacts business strategy and success. What they needed was a better shared space where support, sales and engineering can all easily organize, collaborate and share information.

Zendesk + integrations as a solution

For Brightidea, it was all about exposure to customer information in Zendesk no matter what team you are on:

• Sales & Account Management: Zendesk connects sales/account management and support teams so they have better relationships with their customers. Using the SugarCRM integration, Brightidea’s sales managers have visibility into their customer’s ticket history right in their CRM platform. They also use this info to their advantage so they can ask the right questions and provide the right responses to the customers. Additionally, all the customer data the sales team enters into SugarCRM is available in Zendesk for the support team to reference.
• Engineering: Brightidea understands that it’s a collaborative process to meet their customer’s growing needs. Although the engineering team spends their working days in JIRA, they use the Zendesk for JIRA integration to have easier exchanges with the support team and customers throughout the entire development process. The two-way JIRA integration gives support agents the ability to pass along tickets to the engineering team, so everyone can easily collaborate, edit, and solve a new development project.
• Support: The support process is always the same; customer has a problem, so support agent needs to help. But what Brightidea wants to change is the experience. “There are so many tools in Zendesk that enable us to deliver great support. The single sign on creates a more streamlined authentication process for our customers. For our agents, we use macros every day to respond quickly to FAQs and custom views to route tickets to the right queues and teams, as well as custom fields to help deal with backlog issues,” Brightidea’s Technical Support Manager Anthony Madama said.

Results

With Zendesk, Brightidea boasts a customer satisfaction rating of 96% and an average first response time of 10 minutes.

“We started out as a small support team. What drew us to Zendesk was the ease of set up and use. But we also knew Zendesk would grow with us when we grew. Zendesk gives us a sense of comfort knowing that a system is always there for us and our customers to communicate anything. We have something in place that will drive self-service for our customers. Our agents have tons of flexibility and options to care for their customers. And we have greater visibility and exposure to data we’ve never seen before and are improving non-stop,” Madama said.