Case Study: Outreach achieves faster sales cycles and a 98% one-hour email SLA with Zendesk

Accelerating sales cycles and support with Zendesk and Tray.io

Outreach is a sales engagement platform that helps sales teams manage prospects and communications, but rapid customer growth created visibility and response-time challenges. The company needed better ticket tracking, reporting, and faster, more consistent support SLAs across channels to avoid lost opportunities and churn.

Outreach implemented Zendesk Support, Chat, and Guide, integrated with Salesforce, JIRA, Skilljar and Tray.io to automate workflows, surface account metadata, and route tickets intelligently. The omnichannel setup, three-tier support model, and knowledge-base cadence (≈10 new articles/month; ~30,000 monthly hits) cut manual work, improved engineering feedback, and drove performance: average email first response ~30 minutes and 98% adherence to a one-hour SLA, plus rapid chat response for premium customers.

Outreach

Ruth Frantz

Director of Technical Support