Case Study: Lincoln Investment replaces 18 help desks and cuts response times with Zendesk Support

Lincoln Investment replaced 18 individual help desks with Zendesk Support

Lincoln Investment, one of the fastest-growing independent full-service broker/dealers, needed to replace an email-based advisor help desk that could not keep up with growth. The company wanted a more efficient enterprise service solution that could centralize tickets, improve reporting, and support its service-oriented model across advisors, employees, and internal teams.

Lincoln Investment chose Zendesk Support and rolled it out company-wide, replacing 18 individual help desks, including 17 internal desks across IT, HR, and sales. With Zendesk Support, the company cut first reply time to 1.4 hours and full resolution time to 1.2 hours for 6,000+ monthly tickets, while also gaining better visibility, SLA tracking, and a single portal for advisor issues and contacts.

Lincoln Investment

Guru Rao

Vice President of Applications Development