Success Stories

Streamlining Internal Ticket Management with Zendesk at a Leading E-Commerce Company

Employment 10,000+

Industry E-Commerce

Head Office StrengthBengaluru, Karnataka

Client’s Overview

Our client is one of India's largest fashion e-commerce marketplace companies, headquartered in Bengaluru, Karnataka. With a workforce of over 10,000 professionals, the company is committed to delivering efficient customer service and resolution to millions of customers. However, their existing process of managing maintenance and support requests via email proved to be ineffective, lacking visibility and causing potential issues to fall through the cracks.

Project Overview

The client sought to improve their internal ticket management system to streamline processes and enhance productivity. The challenges they faced included an inefficient email-based process, a need for organization-level visibility and transparency, and a desire to increase overall efficiency.

Challenges and Opportunities

The company recognized several factors that prompted them to seek a new ticket management solution:

  • The inefficient process through email: The existing email-based system for support requests was cumbersome and lacked proper tracking capabilities.
  • Organization-level visibility and transparency: The company desired a solution that would provide clear visibility into requests raised across the organization.
  • Increased efficiency and productivity: The aim was to improve overall efficiency and productivity by implementing a more streamlined and automated ticket management system.

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