Case Study: Tesco streamlines internal support with Zendesk Guide

Tesco - Customer Case Study

Tesco needed a more efficient way to manage internal technology issues and queries for its 460,000 employees across 9 countries. In late 2015, it turned to Zendesk Support to improve its technology help desk experience and make ticket management simpler for employees and support teams.

With Zendesk Support and Zendesk Guide, Tesco built five instances of Support and eight Help Centres, and expanded its use to teams including Technology, People Services, Security Operations, and suppliers. The Technology department now handles more than 40,000 tickets per week, 79% of tickets are resolved by the first assigned group, and employees view around 30,000 help center articles a week.

Tesco

Robert Ainscough

Head of Technology for the Capability