Case Study: Personify Health eliminates siloed support, cuts email volume by 14% and boosts CSAT to 93% with Zendesk Messaging

Virgin Pulse eliminated siloed support with Zendesk

Virgin Pulse, a Providence‑based employee‑wellness platform that helps companies run rewards and activity programs across web and mobile (integrating devices like Fitbit and Garmin), was hindered by a homegrown CRM, outsourced member services, and siloed support across multiple brands and acquisitions. That fragmentation led to poor follow‑up, limited visibility into cases and trends, and difficulty scaling as enterprise customers and global operations grew.

Virgin Pulse implemented Zendesk Suite (Support, Chat, Guide, Talk), used Multibrand and integrations with Salesforce and its phone provider to centralize tickets, add live chat and self‑service, and break down silos. The change improved visibility and reporting, shifted volume away from email (email down from 34% to 20%, a 14‑point drop), raised CSAT from 85% to 93%, and drove 99% SLA adherence.

Personify Health

Mike Clericuzio

Director of Service Support