SaaS Services 2.0

April 6, 2009

UK based Coherence Design has put together a range of packaged service solutions to help companies getting started with Zendesk. These services cover consultation, design, configuration, look & feel, and bulk data loading.

Paul Kopp from PK-Consulting wrote to tell us about his experiences with these services:

“Zendesk looked like a fantastic way for us to offer customers a help desk / ticketing solution, without the costs associated with big name vendors stuck in the past. The problem we had was zero time available for implementation; however we wanted to make sure to get the most value out of it. Based on our dialog with Coherence, we could tell they knew their way around SaaS in general and specifically Zendesk. With just a short discussion to understand what we were looking to accomplish, they had the look & feel we desired and came up with a great way of helping categorize and route all tickets. We are now better organized, on top of issues and the clients love it as well. To top it off, we are capturing additional revenue, which used to fall through the cracks, just by having records of work done. This additional (and unanticipated) benefit makes the help from Coherence pay for itself!”

We asked Graham Robson from Coherence for a few additional comments:

“Using Zendesk’s comprehensive custom field capability, we created an industry specific ticket categorization schema suitable for PK -Consulting’s business. Based on this we were then able to create appropriate business rules, views, and reports to help route and manage tickets aligned to groups who had the skills and expertise to resolve.”

Although Zendesk is designed to be self explanatory and easy to configure, we think it’s great that there exists companies like Coherence that can help Zendesk customers get to a running start in no time. And it’s also really interesting to see what kind of service businesses can materialize on top of SaaS 2.0.

Paul and Graham, thanks for sharing this with us.

We know. It's a lot to take in.

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