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Manufacturing businesses & Zendesk CRM case studies

Data tracking and reporting are integral for any manufacturing business. Customer feedback can and should influence the manufacturing process and ultimately the success of the product.

<br/><p style="color:#3d8dae";><q><b>I would use the word ‘efficiency’ to describe Zendesk</b></q><br/><br/></p>

Orlando Gadea Ros

Business Innovation Manager

<p style="color:#3d8dae";><q><b>They’re excited to see what we can do. For me, that’s probably the proudest thing, that changing culture and mindset and actually seeing customer delivery or customer experience as a core skill and as a core discipline.</b></b></q>

Steve Franklin

Global Head of Customer Service


of manufacturing leaders agree that customer service is a 72% critical business priority.


of consumers report that customer service feels like an 54% afterthought for most of the businesses they buy from.


of respondents strongly agreeing that they’re adequately investing in support initiatives.

Zendesk Case studies

Scaling operations to meet changing needs

At Zendesk, we believe developing relationships is key. That’s why we work closely with our retail clients to bridge the gap between them and their customers through our highly recommended CRM and chatbots for the retail industry. A strong community is the driver of retail success and by developing a good rapport with our clients and customers, we can inspire growth and innovation naturally.

Siemens and Zendesk

Once Zendesk was integrated they were able to resolve the increase in tickets quickly and seamlessly.

The biggest manufacturer in Europe for industry, energy, healthcare, and infrastructure - Siemens - chose Zendesk to help centralise and analyse all their customer data. Previously, they couldn’t track ticket spikes and therefore plan effectively - leading to long delays and inefficient use of time.

Due to Zendesk’s flexibility, they were able to come up with a custom-build solution - combining services such as Support, Guide, Sunshine, and Explore. The Covid-19 pandemic brought about a 30% increase in tickets and the whole of the business going online. However, once Zendesk was integrated they were able to resolve the increase in tickets quickly and seamlessly.

Not only did this look great on paper, and increased everyone’s efficiency when dealing with customer queries - Steve Franklin, Global Head of Customer Service - also noticed a change in attitude from his team:

Stanley Black & Decker and Zendesk

With only one day’s training and within three weeks- Zendesk was fully integrated

Stanley Black & Decker wanted to be closer to the end user - taking on a multichannel approach to get to that goal. The speed of integration was key, as they deal with 10,000 tickets a month and have call centres across Turkey, Peru, Argentina and Brazil that they needed to centralise.

With only one day’s training and within three weeks- Zendesk was fully integrated and Stanley Black & Decker were up and running using Support, Guide, Chat and Talk. Orlando Gadea Ros, Business Innovation Manager, said this about Zendesk:

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