Case Study: RedDoorz achieves 100% productivity boost and 86% faster first replies with Zendesk Messaging

RedDoorz + Zendesk Streamlining, scaling, and thriving

RedDoorz is a fast-growing, Singapore-headquartered hospitality and hotel-management platform with more than 1,800 hotels across 100+ cities. Before Zendesk, agents juggled multiple apps, manual reporting, no omnichannel view, and a sudden COVID-driven surge in cancellations and ticket volume that the existing tool and planned hiring couldn’t accommodate.

In summer 2020 RedDoorz implemented Zendesk (Chat, Support, Talk, Sunshine) and integrated WhatsApp and its back-end systems, enabling omnichannel support, automation, and centralized data. Within two months productivity rose 100%, first response time fell 86%, CSAT climbed above industry benchmarks, and 90 agents handled 50,000+ tickets a month—helping drive the company’s strongest revenue quarter and ongoing service improvements.

RedDoorz

Tia Dini Associate

Vice President, Customer Service