Case Studies > Telecom Pioneer Dials up Support Agent Productivity with Zendesk Customer Support Software

Telecom Pioneer Dials up Support Agent Productivity with Zendesk Customer Support Software

Customer Company Size

SME

Product

Zendesk
maXroam

Tech Stack

Zendesk Macros
Zendesk Triggers

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Cost Savings

Applicable Industries

Telecommunications

Services

Software Design & Engineering Services
System Integration

About The Customer

Cubic Telecom is a pioneering telecommunications company founded in 2007 with the goal of simplifying global mobile communications. The company offers a smart, flexible platform built on an innovative borderless network, enabling travelers to use mobile phones and the internet without incurring high costs. Cubic Telecom's flagship product, maXroam, is a comprehensive global mobile communications service that helps customers develop new business applications to increase customer acquisition, reduce turnover rates, and optimize revenue. The company has formed partnerships with various industries, including travel, technology, hospitality, transportation, and nonprofits, and has been recognized as one of the world's most promising startups.

The Challenge

When Pat Phelan launched Cubic Telecom in 2007, he aimed to revolutionize global communication with the maXroam service, which created the first truly global telephone network. The company quickly gained traction, winning a TechCrunch award and forming partnerships across various industries. However, the rapid growth led to an overwhelming volume of customer support requests, making it difficult to manage through a single email account. With a daily case load reaching 150 to 200 emails, it became clear that a more robust trouble ticket system was necessary to handle the increased demand and maintain customer satisfaction.

The Solution

Cubic Telecom turned to Zendesk for a more efficient customer support solution. After a successful 30-day trial, the company adopted Zendesk's customer support software in September 2007. The intuitive nature of Zendesk's platform meant there was no learning curve for employees, making it an ideal fit for Cubic Telecom's needs. Zendesk's ticket management system allowed the support team to handle the increased volume of customer inquiries more effectively. Features like macros and triggers automated responses to common questions and provided instant notifications to customers, significantly reducing the time spent on support tasks. Additionally, Zendesk's community forums enabled customers to find their own solutions, further easing the support team's workload.

Operational Impact

Zendesk's macros reduced the time spent on repetitive support tasks from 10 hours to 4 hours per day.
Automated notifications through Zendesk's triggers ensured timely updates to customers, improving response times.
The ability to review previous support requests helped agents resolve cases more quickly and efficiently.
Community forums allowed customers to find their own solutions, increasing customer satisfaction and reducing the support team's workload.
The ease of use and reliability of Zendesk's platform supported Cubic Telecom's sustained growth and customer relationship management.

Quantitative Benefit