Case Study: 1-Stop Connections achieves 12% CSAT improvement with Zendesk Messaging

1-Stop Connections elevates its customer experience with Zendesk

1-Stop Connections is a supply-chain SaaS that runs port-community systems for the freight and logistics industry, serving a mix of highly customized B2B customers and individual users. The company was held back by fragmented, homegrown on‑prem support tools that made it hard to deliver consistent, cross-departmental service and visibility into customer interactions.

They consolidated support with Zendesk (Support, Talk, Chat, Guide, Explore, Sell), integrating ticketing with their user database and JIRA to give all teams a single view of customers and KPIs. The result: CSAT rose by 12% (from 83% to 93%), first-reply/resolution adherence improved ~29–30%, average case resolution fell from ~24 hours to 4.5 hours, and the support team scaled more efficiently while maintaining service quality.

1-Stop Connections

Alex Wood

Head of Customer Service