Case Study: Zoom Video Communications scales channel orders fivefold and cuts contractor needs by one-third with Nintex Workflow Cloud

Zoom supports boom in channel business with Nintex

Zoom Video Communications faced a critical scaling challenge when demand for its services exploded during the COVID-19 pandemic—daily meeting participants surged and channel orders jumped fivefold. Existing order-tracking relied on email and spreadsheets (with Zendesk and Salesforce used but still manual), creating bottlenecks that threatened the company’s ability to handle the volume without large staffing increases.

Zoom implemented a Nintex Workflow Cloud solution, built with partner Pacific BPA and deployed in three weeks, to automate order intake, integration between Zendesk and Salesforce, confirmations, reminders and provisioning. The workflow now handles 90% of orders and sends all confirmation emails, cut contractor needs by about one-third, eliminated many support tickets, sped partner payments and month-end closes, and positioned Zoom to compete for much larger channel business.

Zoom Video Communications

Yesenia Orozco

Channel Operations Manager