Case Study: UTI achieves 98% satisfaction with Zendesk Support

UTi's HR team utilizes custom analytics in Zendesk Support to earn a 98% satisfaction rating

UTi’s globally distributed HR team needed a secure way to handle employee and field HR requests after moving to a shared services model. The company wanted to encourage questions, route them to the right person, and track tickets, but an in-house tool built over five months could not support the categories they needed and did not meet HR confidentiality requirements.

UTi implemented Zendesk Support to manage payroll, HR systems, training, benefits, immigration, and password reset requests across regions. With Zendesk Support, the team says ticket volume grew from a few hundred to a few thousand per month in five months, half of UTi’s 20k employees now use the system, and the company reports a 98% internal satisfaction rating.

UTI

Noal Robinson

HR Shared Services Manager