Case Study: Federal Communications Commission achieves faster complaint resolution with Zendesk Support

Zendesk Support replaced 18 outdated complaint forms

The Federal Communications Commission needed to replace a 15-year-old on-premise consumer complaints system and 18 outdated complaint forms while making it easier for the public to interact with the agency. After market research, the FCC chose Zendesk Support for its Consumer Help Center and for ticketing support via email and a web form.

Zendesk Support went live in six months and became the FCC’s first external-facing SaaS product. The project delivered an 85 percent savings to taxpayers, gave consumers real-time complaint status, reduced response time by at least 10 days, and helped the FCC process complaints with automation such as macros, triggers, and business rules.

Federal Communications Commission

Dustin Laun

Contractor and Senior Advisor of Innovation and Technology