Case Study: REA Group centralizes global support with Zendesk Support

How REA Group centralized support across 10 countries

REA Group used Zendesk Support to centralize IT service management as the company grew across Australia and overseas offices. With more than 700 employees in 10 countries, the business needed a flexible support tool that fit its cloud strategy and could keep pace with rapidly changing internal support needs.

Zendesk Support gave REA Group a simple, scalable system with ticket logging, macros, predefined responses, business rules, and more than 20 out-of-the-box views. The team cut ticket logging and classification time from 7-8 minutes to 1-2 minutes, increased the support team from 8 agents to 183, reduced open tickets from about 350-400 to roughly 70-85, and now closes 400 tickets per week.

REA Group

Damian Fasciani

IT Service Delivery Manager