Case Study: Acquia improves CSAT and SLA adherence with Zendesk Support

Acquia saw improvements in CSAT, SLA adherence, and agent productivity with Zendesk Support

Acquia, a digital experience company built around Drupal, needed to replace its old customer support system and chose Zendesk Support after evaluating more than 12 solutions. The team faced a compressed timeline, with only 20 days to implement the new system and migrate customer data after an inflexible contract situation forced an early move.

Zendesk Support helped Acquia launch smoothly and build custom integrations with Drupal through its API. Since then, Acquia has reported a 25% increase in CSAT, average CSAT of 97%, a 40% improvement in SLA adherence, and a 25% to 30% increase in agent productivity.

Acquia

Kent Gale

Senior Director Global Support Innovations