Case Study: Personify Health achieves 99% SLA adherence and unified omnichannel support with Zendesk Talk

Virgin Pulse eliminated siloed support with Zendesk

Personify Health faced fragmented, siloed customer support as it scaled globally: a homegrown CRM and outsourced services left cases lost in a “black hole,” with no easy way to track open activities, trends, or follow‑up. To centralize support and serve enterprise customers, Personify Health selected Zendesk Talk as part of an omnichannel solution (including Zendesk Support, Chat, and Guide) to bring visibility and consistency to its member services.

Zendesk Talk helped Personify Health consolidate multiple brands and channels, integrate with Salesforce and phone provider Evolve, and enable chat and self‑service, with roughly 50 internal users on the platform. The vendor’s solution produced measurable gains: customer satisfaction climbed from 85% to 93%, SLA adherence reached 99%, email volume fell from 34% to 20% as chat and self‑service deflected tickets, and consolidated reporting and multibrand management streamlined operations.

Personify Health

Mike Clericuzio

Director of Service Support