Case Study: Zendesk achieves procurement visibility and reduced ticket cycle times with Levelpath

Zendesk reduces legal ticket cycle times by 75% with Levelpath

Zendesk, a leader in the customer service software industry, faced challenges with duplicate procurement efforts and low visibility for stakeholders as the company scaled. Their procurement team spent significant time answering status questions and managing redundant requests through multiple channels. They sought a modern procurement solution and chose Levelpath for its AI-native platform.

Implementing Levelpath provided Zendesk with a centralized, AI-driven intake experience that eliminated duplicate effort and gave stakeholders self-service visibility into request statuses. The solution achieved measurable results including a 75% reduction in legal ticket cycle times and a 56% reduction in security ticket cycle times. Levelpath freed the procurement team to focus on strategic work while managing over 5,600 suppliers.

Zendesk