Case Study: Zuora cuts ticket volume by over 50% with Atomicwork

Zuora cuts ticket volume by over 50% with Atomicwork

Zuora, a leading subscription management platform, faced significant internal complexity as a high-growth company. Their workforce was slowed down by departmental silos and a patchwork of tools, while support teams were overwhelmed with routine requests. They had outgrown their rigid Jira Service Management and a limited custom chatbot, which hindered employee productivity.

Atomicwork implemented its AI-driven platform to serve as a smart helpdesk, deeply integrated into Slack and other tools like Okta. The solution provided a centralized, seamless experience for employees to find information and track requests. This partnership resulted in a dramatic reduction in ticket volume by over 50%, with the AI handling 70-75% of employee questions for a new system rollout, ultimately earning Zuora a spot on the '2025 Gartner Eye on Innovation Awards'.

Zuora