Case Study: 1-Stop Connections achieves 12% CSAT improvement and faster resolutions with Zendesk Sell

1-Stop Connections elevates its customer experience with Zendesk

1-Stop Connections, a supply‑chain SaaS provider that manages complex port community systems, struggled with fragmented, homegrown on‑prem customer tools and the need to support both B2B and B2C users at scale. To consolidate workflows and improve visibility across support, sales, marketing, finance and development, 1-Stop Connections adopted Zendesk solutions (Support, Chat, Talk, Guide, Explore) and is now piloting Zendesk Sell.

Using Zendesk Sell and the broader Zendesk platform, the company unified ticketing, integrated customer history and development workflows, and began tracking KPIs in Explore—handling about 4,000 contacts/month with an 18‑agent team. As a result, 1-Stop Connections saw a 12% CSAT improvement, nearly 30% more cases meeting first‑reply/resolution targets, a 29% boost in SLA adherence, and average resolution times fall from ~24 hours to 4.5 hours, enabling the team to grow efficiently.

1-Stop Connections

Alex Wood

Head of Customer Service