Case Study: Federal Communications Commission modernizes complaint handling with Zendesk Guide

Federal Communications Commission - Customer Case Study

The Federal Communications Commission needed to replace a 15-year-old on-premise consumer complaints system and 18 outdated complaint forms while making it easier for the public to interact with the agency. The project had to serve 18 Bureaus and Offices, interface with 1,500 carriers, and support more than 320 million people.

The FCC chose Zendesk Support to build its Consumer Help Center and provide ticketing support via email and a web form. Zendesk Support was implemented in six months and delivered an 85 percent savings to taxpayers, with a close-to-real-time complaint process that reduced overall response time by at least 10 days.

Federal Communications Commission

Dustin Laun

Contractor and Senior Advisor of Innovation and Technology