Case Study: MongoDB transforms internal support workflows with Zendesk and SweetHawk

MongoDB transforms internal support with SweetHawk, achieving 91% NPS

MongoDB, a major database platform with thousands of global customers, faced a challenge with its internal support operations for Sales and HR teams. These teams were using inefficient shared inboxes with no metrics, SLAs, or visibility into agent workload, creating a "black box experience." To solve this, they implemented Zendesk and then used apps from the vendor SweetHawk to address critical workflow gaps.

SweetHawk's apps provided structured task management, automated recurring tickets, and granular permissions tailored to each internal team. This solution allowed MongoDB to transform its support into a measured, scalable operation. The measurable results included a 91% NPS and CSAT, 70% of tickets being resolved in a single touch, and the automation of over 100 recurring tasks, dramatically improving efficiency and visibility.

MongoDB