Case Study: Medidata improves customer care with Zendesk Guide

Medidata - Customer Case Study

Medidata used Zendesk Support to replace six internal systems as its support organization grew to handle high volumes of work, including 45K access requests and 5K tech support tickets per month. When Jason Martin took over customer care, he needed a way to make support more customer-focused, improve visibility across teams, and manage ticket flow more effectively.

With Zendesk Support, Medidata consolidated customer-facing work into a single instance, built dashboards for turnaround time and backlog analysis, and reorganized support around customer segments. Zendesk Support gave Martin the data and workflow visibility to improve ticket throughput and quality, and customer sentiment improved. Medidata also began rolling out Zendesk Guide for self-service, with plans to deflect more tickets and potentially save up to half the time agents currently spend on each call.

Medidata

Jason Martin

Vice President of Global Customer Care