Case Study: Zendesk achieves scalable, data-driven U.S. benefits and higher employee engagement with Collective Health

Zendesk - Customer Case Study

Zendesk needed to deliver a best-in-market benefits experience while keeping costs sustainable and scaling operations for its U.S. workforce of about 1,500 employees—managed by just a two-person benefits team. Zendesk has been a Collective Health customer since 2016 and faced the challenge of modernizing benefits navigation, increasing employee engagement, and avoiding a large expansion of internal benefits headcount.

Collective Health delivered its platform and services — including a mobile app and online portal, Member Advocates, eligibility/file-feed processing, and claims business intelligence — to handle day-to-day operations and surface actionable insights. As a result, Zendesk scaled benefits without expanding its small team, reported higher-than-average employee engagement in surveys, used Collective Health’s data to respond to an uptick in behavioral-health claims by adding partners, and accelerated rollout of new programs, reducing operational burden and strengthening its benefits competitive advantage.

Zendesk

Evangeline Mendiola

Head of Global Benefits