Case Study: RSi achieves 99% customer satisfaction and handles 30K monthly tickets with Zendesk Talk

Retail Solutions handles 30K tickets each month, earning a 99% satisfaction rating

RSi, a provider of data and retail operations solutions for consumer goods manufacturers and retailers, faced the challenge of scaling a distributed, tiered support organization to serve 225 retailers across 150,000+ locations and handle roughly 30,000 tickets per month. After outgrowing an ad‑hoc Outlook-based process, RSi adopted Zendesk products — including Support, Zendesk Talk, Guide, and Chat — to unify omnichannel customer contacts, standardize workflows across global teams, and improve visibility into escalations and churn risk.

Using Zendesk Talk as part of a centralized Zendesk platform, RSi moved phone support to VoIP, consolidated email, chat, and self‑service knowledge in Guide, and leveraged the Zendesk API and marketplace apps for SLAs and analytics. The result: ~300 agents now manage 30,000 tickets monthly with a 99% customer satisfaction rating and 92% SLA adherence, improved escalation handling that materially reduced churn, and better operational visibility across the business.

RSi

Ryan McCarthy

Senior Director of Global Customer Operations