Case Study: Personify Health eliminates siloed support with Zendesk Guide

Virgin Pulse eliminated siloed support with Zendesk

Personify Health, then operating as Virgin Pulse, needed a better way to manage customer support as its products expanded and its global business grew. The company was relying on an inefficient homegrown CRM and outsourced member services, which left staff without clear follow-up, case visibility, or reporting. It chose Zendesk Guide along with Zendesk Support, Chat, and Talk to bring support into one system.

With Zendesk, Personify Health consolidated siloed support, used multibrand setup, and connected Salesforce and its phone provider so agents could see all activity in one place. The results included a satisfaction rating of 93%, up from 85%, email volume falling from 34% of total volume to 20%, and SLA adherence reaching 99%.

Personify Health

Mike Clericuzio

Director of Service Support