Case Study: Dorm Room Movers achieves unified, scalable multi-channel support and cost savings with Zendesk

Dorm Room Movers - Customer Case Study

Dorm Room Movers started when co-founders Leor Lapid and Matthew Grossman built a student-moving service out of a garage to solve summer storage and shipping for college students. Over nearly a decade they grew into a national network serving 25,000+ student moves, but faced a major challenge: intense seasonality (most business April–June) and fragmented support systems that made it hard to scale, keep data aligned, and deliver multi-channel customer service with a small core team.

They consolidated support on the Zendesk suite—Support, Chat, Guide and Advanced Talk—bringing email, chat, phone and SMS into one platform, using Support as a lightweight CRM and building custom workflows for sales, recruiting and QA. The result: clearer data and faster onboarding, a ~15% increase in agent productivity, ~15% improvement in recruiting efficiency, more than 30% savings on agent licensing, the ability to handle peak summer volumes and launch a new brand (SpaceShip) without increasing headcount.

Dorm Room Movers

Leor Lapid

Co-Founder