Case Study: Fossil Group achieves consolidated, scalable omnichannel support for 14 brands with Zendesk Messaging

Fossil consolidated tools to support 14 brands with Zendesk

Fossil Group, a global watchmaker that expanded into wearables with its 2015 acquisition of Misfit, faced the challenge of supporting a complex portfolio of 300+ products across 14 brands, 21 languages and more than 5,000 weekly customer inquiries. With a 150+ agent support team and many siloed tools, leadership needed a scalable omnichannel platform that preserved existing knowledge and reduced tool sprawl and cost while improving visibility into agent productivity and customer experience.

Fossil standardized on Zendesk Support, Chat, and Guide—using Multibrand, Knowledge Capture, SLAs and custom integrations—to consolidate workflows, build a unified knowledge base and add self-service options. The rollout enabled faster onboarding, centralized analytics, time savings for agents, better first-reply and resolution tracking, and the ability to handle high multilingual volume across brands while reducing redundant systems and costs.

Fossil Group

Bernie Gessner

Vice President of Global Customer Care & Retail Operations