Case Study: Personify Health eliminates siloed support with Zendesk Support

Virgin Pulse eliminated siloed support with Zendesk

Virgin Pulse used Zendesk Support to replace a homegrown CRM and outsourced member services that could not keep up with its growing business. As the company expanded globally and added enterprise customers, it needed a better way to track open cases, follow up with clients, and manage support across multiple brands and channels.

With Zendesk Support, along with Chat, Guide, and Talk, Virgin Pulse consolidated support into one system and integrated it with Salesforce and its phone provider. The change helped raise satisfaction to 93% from 85%, cut email volume from 34% of total volume to 20%, and support 12,000 tickets per week while maintaining 99% SLA adherence.

Personify Health

Mike Clericuzio

Director of Service Support