Case Study: Vodafone reduces password reset tickets by 70% with Zendesk Support

Vodafone reduced ticket volume from 15k employees by 70% with Zendesk Support

Vodafone Hutchison Australia’s Learning and Development team supported about 15,000 users with only five agents, and handling requests by email and phone made it hard to track cases. With shared inboxes, the team lacked visibility into who had replied or forwarded an issue, and too many requests were falling through the cracks.

Vodafone chose Zendesk Support after seeing its 30-day free trial and simple setup, which took 30 minutes to customize and launch. Using Zendesk Support’s case history, automated triggers, notifications, and reporting, the team reduced password reset tickets by 70%, improved resolution tracking, and gave agents the ability to work from anywhere.

Vodafone

David Bedelis

Learning Technologies Specialist