Zendesk commissioned Forrester Consulting to interview seven decision-makers at organizations with more than a year of successful use of our product and conduct a Total Economic Impact (TEI) study.
One of the organizations examined for the TEI study was a Fortune 500 financial service/insurance organization. With Zendesk, the insurance company experienced the following:
- A 43% increase in agent efficiency
- Average time savings of 10 minutes per ticket
- Improved system performance and stability
“One of the biggest issues we had is that the previous system that we were using, quite frankly, was very slow and very unreliable. It would crash a lot, and when it did, you would lose all of your ticket notes, which was extremely frustrating. With Zendesk … it’s significantly more reliable.”
Read this customer spotlight to learn how the insurance organization gained the ability to switch channels seamlessly, which resulted in significant time savings and improved agent efficiency and overall scalability.