Case Study: Daniel Wellington achieves global, scalable 24/7 customer service and increased sales with Zendesk

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Daniel Wellington, the fast-growing Swedish watch and accessories brand, needed a way to scale customer service as it expanded globally. With more than 2,000 employees, around 80 service agents and roughly 1,500 tickets per day (over 200,000 tickets in 2018, peaking at ~40,000 in November), the company required a 24/7, omnichannel solution that delivered structure, visibility and consistent service across regions and channels.

By adopting Zendesk Support, Guide and Chat, Daniel Wellington unified its global support operation, added proactive pre‑sales chat, and centralized insight into customer interactions. The platform enabled faster, more consistent responses, helped launch new services (like repairs), improved self‑service and CSAT-driven optimization, and drove revenue—35% of Black Friday chat conversations resulted in additional sales—while preventing wait times during peak traffic and giving the company the data and scalability to expand further.

Daniel Wellington

Anton Blom

Customer Service Manager Europe