Case Study: CCI Systems achieves faster ticket resolution and scalable 24/7 network support with Zendesk

CCI Systems turns to Zendesk to keep customers connected

CCI Systems, a 60‑year‑old communications firm based in Iron Mountain, Michigan, designs and manages networks for hotels and other customers that depend on reliable Wi‑Fi. Facing high support volumes and the limits of a costly in‑house ticketing tool—particularly poor partner integration, lack of private internal comments, and weak SLA and self‑service capabilities—CCI needed a scalable customer service platform that could support 24/7 operations.

CCI adopted Zendesk (initially in IT, then across its call center and Network Operations Center), integrated it with its NEAT monitoring app via the Zendesk API, and added marketplace apps for extra functionality. The platform now handles more than 17,000 tickets per month, gives agents a global view of customers and ticket history, speeds resolutions, improves SLA tracking and reporting, and helped CCI scale support and grow its business with ongoing Zendesk guidance and training.

CCI Systems

Jacob Shields

Call Center Senior Manager