Case Study: Federal Communications Commission saves 85% and cuts response time from days to minutes with Zendesk Messaging

FCC + Zendesk Saving taxpayers 85% with greater transparency and faster replies

The Federal Communications Commission (FCC) needed to modernize a 15‑year‑old, on‑premise consumer complaints system that relied on 800 numbers, paper mail and 18 outdated forms to serve a nationwide audience. Faced with high cost and long timelines for a custom build (estimated $3.2M and 1–2 years), the agency sought a faster, more transparent way to handle 1.5–2k complaints per day across dozens of bureaus and 1,500 carriers.

The FCC implemented Zendesk Support and Guide as its first external‑facing SaaS solution, rolling out the Consumer Help Center in six months. The new system replaced 18 forms, delivered real‑time complaint status and immediate replies, cut carrier response time from about 10 days to minutes, enabled automated three‑click processing, and achieved roughly 85% cost savings—driving faster resolutions and greater transparency across the agency.

Federal Communications Commission

Dustin Laun

Contractor and Senior Advisor of Innovation and Technology