Case Study: CDNetworks cuts customer inquiries in half with Zendesk Support

CDNetworks cuts customer inquiries in half with Zendesk Support

CDNetworks, a top-three global content delivery network founded in 2001 with ~170 PoPs and over 3,000 customers, needed to ensure fast, consistent support across 130 agents in multiple countries. A 2015 review found inconsistent procedures and fragmented tools (Salesforce in some centers, Request Tracker in others), causing inefficiency, security concerns around customer authentication, and limited ability to meet SLAs.

CDNetworks standardized on Zendesk Support, integrating it with existing systems, implementing customer verification and new escalation workflows, and using ticket-pattern analysis to address root causes. As a result monthly tickets fell from ~4,500 to 2,500, first-reply time improved to an average of seven hours, SLA compliance and operational quality increased, and customer satisfaction rose to 95%, with plans underway to expand self-service.

CDNetworks

HyungKyo Jeong

SOC Team Manager