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Universal Music Bets on Customer Service from the Cloud Using Zendesk (Germany)

September 26, 2013

Focus on improvement in overall customer service; social media channels to be be managed via Zendesk

BERLIN, GERMANY – September 26, 2013 – The customer service provider Zendesk (de.zendesk.com) has won the renowned music label Universal Music (universal-music.de), headquartered in Berlin, as a customer. Beginning immediately, Universal Music, the national and international number one label in the music business, will use Zendesk’s cloud-based solution to handle customer inquiries – initially via email and soon in social media as well. The label expects a significant improvement in the speed and quality of its customer service.

Employees from different departments will work with Zendesk – from customer service to the front desk at its Berlin headquarters to artist agents. In the near future, the company’s social media channels will be connected to Zendesk to manage postings on the label’s artist websites directly from Zendesk.

“It’s a good feeling to have found in Zendesk an innovative and flexible partner,” said Felix Schramm, Head of CRM at Universal Music. “It became apparent even in the pilot phase that the new solution would significantly improve the speed and quality of the interaction with customers and reduce the workload of our employees. Relationship management in the B2B sector has always been a core competency of the label. Our aim is to expand the service for our end users in light of the increasing complexity of networks and communication channels.”

“A lot has happened in the German market in recent months. We have gained many partners and customers. More than 1,000 German companies are now using Zendesk, and we recently opened an office in Berlin. We are particularly proud to welcome such a well-known company as Universal Music to the Zendesk community,” says Steffen Teske, Director for Central & Eastern Europe at Zendesk. “Zendesk will be used at Universal Music across all departments, which is very exciting and makes the installation an extremely interesting use case.”

About Zendesk

Zendesk provides cloud-based customer service software that brings companies and their customers closer together. More than 30,000 companies use Zendesk and provide customer service for over 200 million people worldwide. Customers include Groupon (Germany), Jenoptik and Disney. Zendesk was founded in 2007, is headquartered in San Francisco and has offices in eight other countries. The company is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.com.

This is a translation of a press release originally issued in German.

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