Case Study: Star21 improves Zendesk workflow efficiency with SweetHawk

Star21 streamlines Zendesk workflows with SweetHawk and over 100 task lists

Star21, a Telstra dealer managing mobile and data services for a range of business customers, faced challenges in coordinating its rapidly increasing volume of work through a shared inbox. Seeking a more efficient way to manage workflows, the company implemented Zendesk but found its native functionality limiting. This led them to the SweetHawk suite of apps to maximize productivity and streamline their processes.

By implementing several SweetHawk apps including Tasks, Surveys, and Recurring Tickets, Star21 created consistent workflows with guided checklists for agents and extended Zendesk's reporting capabilities. The solution from SweetHawk had a huge impact, resulting in far less time spent troubleshooting, fewer agent mistakes and customer complaints, and a significant reduction in rework. The vendor's apps enabled entire processes to be completed more easily and were crucial to the company's product development and service customization.

Star21