Brightidea Enhances Customer Service with Zendesk Integration
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Zendesk
- SugarCRM
- JIRA
- GoodData
Tech Stack
- Zendesk
- SugarCRM
- JIRA
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Brightidea is a business software company based in San Francisco and New York, specializing in providing innovative solutions to enhance customer service and business strategy. Since its inception in 2010, Brightidea has focused on delivering exceptional customer experiences by integrating various internal teams, including support, sales, and engineering. The company leverages advanced tools and platforms to ensure seamless collaboration and information sharing across departments, ultimately aiming to provide the best customer service possible.
The Challenge
Brightidea needed a better shared space where support, sales, and engineering teams could easily organize, collaborate, and share information to deliver a great customer experience. The goal was to ensure that customer service extended beyond the support team and involved other internal teams, impacting business strategy and success.
The Solution
Brightidea implemented Zendesk along with integrations to enhance collaboration and information sharing across teams. The sales and account management teams used the SugarCRM integration to gain visibility into customer ticket history, while the engineering team utilized the Zendesk for JIRA integration for seamless exchanges with the support team. The support team leveraged various Zendesk tools, such as macros, custom views, and custom fields, to respond quickly to customer inquiries and manage ticket backlogs efficiently. This comprehensive approach ensured that all teams had access to relevant customer information, enabling them to deliver exceptional customer service.
Operational Impact
Quantitative Benefit
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