Case Study: Medidata improves customer support with Zendesk Support

Zendesk Support replaced 6 systems at Medidata

Medidata, a cloud-based platform for clinical research, selected Zendesk Support to replace six internal systems as it worked to make customer care more customer-focused. The company needed a way to handle high volumes of support activity across teams and give Jason Martin better visibility into how work was flowing through the organization.

With Zendesk Support, Medidata moved all customer-facing activity into a single instance, built dashboards for ticket turnaround and backlog analysis, and organized support around customer segments. The new setup helped Martin calculate ticket throughput and ticket quality, optimize workflow, and improve customer sentiment. Medidata also planned to use Zendesk Guide and automation to save up to half the time agents spend on each call.

Medidata

Jason Martin

Vice President of Global Customer Care