Case Study: The Royal Children's Hospital improves support collaboration and reporting with Zendesk Support

Zendesk Support helps make support more collaborative and effective

The Royal Children’s Hospital Melbourne needed a better way to manage web support requests for its website, which is contributed to by more than 400 staff across 160 departments. Its previous internally hosted help system was limited and relied on time-consuming patches, updates, and manual handling of emails and phone calls. The hospital turned to Zendesk Support to improve how its web team handled queries and support for its content management system.

With Zendesk Support, emails now create tickets automatically and are routed to the right team member using business rules, with triggers for frequently asked questions and visibility into ticket status for callers. The Royal Children’s Hospital said the new system was fast to implement, required no formal training, and made support more collaborative, transparent, and efficient. The team also gained better reporting by capturing all requests for the first time.

The Royal Childrens Hospital

Adam Leadoux

Webmaster