Case Study: Accent Group Limited achieves unified, customer-focused support across 13 brands with Zendesk Messaging

Accent Group + Zendesk Customer focused care across 13 brands

Accent Group, a leading lifestyle footwear distributor in Australia and New Zealand with exclusive rights to 13 brands, 450 retail stores and a mix of B2B and B2C customers, faced rapid digital growth after a merger. That expansion exposed fragmented, siloed support teams, a clunky website and manual processes that couldn’t scale with rising customer and store communications.

Accent Group consolidated support across Melbourne, Sydney and Manila into a single Zendesk instance (Support, Chat, Talk, Guide), introduced shared tickets, automations and channel-specialized teams, and improved reporting and KPIs. The unified model enabled faster, more consistent service, handled a roughly 400% increase in ticket volume, boosted agent experience and data-driven decision making, and created capacity to expand self-service and proactive support.

Accent Group Limited

Mark Rizza

Head of Supply Chain