Case Study: Acquia achieves 25% CSAT increase, 40% improvement in SLA adherence and higher agent productivity with Zendesk Support

Acquia saw improvements in CSAT, SLA adherence, and agent productivity with Zendesk Support

Acquia, a digital experience company built on the open-source Drupal platform, needed to replace an inflexible legacy support system and migrate customer data quickly after deciding to move off Parature. Following a vendor review, they chose Zendesk Support for its modern API and partner approach—but an unexpected contract issue forced the team to complete the implementation and data migration in just 20 days.

Using a focused hackathon to build custom Zendesk–Drupal integrations and phased rollouts, Acquia launched smoothly and gained real-time reporting and deeper customer visibility. The move drove a 25% increase in CSAT (to an average of 97%), 25–30% higher agent productivity, and a 40% improvement in SLA adherence, while enabling data-driven decisions, new support roles, and tighter engineering feedback loops.

Acquia

Kent Gale

Senior Director Global Support Innovations