Case Study: Accent Group Limited achieves unified, scalable, customer-focused support with Zendesk

Accent Group Limited - Customer Case Study

Accent Group is Australia and New Zealand’s leading lifestyle footwear company, operating 450 stores and distributing 13 major brands to retailers and consumers. After a 2015 merger and the launch of 12 digital platforms, customer communications exploded and support was fragmented across brands, channels and locations — a clunky, siloed setup that couldn’t scale as ticket volume surged nearly 400%.

Accent Group consolidated its teams into a single Zendesk instance (Support, Chat, Talk, Guide), unified workflows with triggers and automations, and moved to a generalist-agent model. The change delivered faster, more consistent service across channels, clearer KPIs for data-driven decisions and better resource allocation, enabling the business to handle rapid growth and plan proactive, automation-driven next steps.

Accent Group Limited

Mark Rizza

Head of Supply Chain