Case Study: EBP achieves 82% CSAT and faster ticket resolution with Zendesk

EBP elevates its customer experience with Zendesk

EBP is a multinational software company (founded 1984) providing accounting, sales management, and payroll solutions to more than 600,000 small- and medium-sized businesses. As it expanded internationally and grew its SaaS business, support demand—especially during France’s busy tax season—spiked (about 6,000 customer emails/month in early 2018) and resolution times stretched to roughly three weeks. Legacy Outlook and Excel processes lacked visibility and self‑service, so EBP needed a scalable, insight-driven support platform.

EBP implemented Zendesk Support, Chat, Guide and Answer Bot in a phased rollout, adding automated ticket routing, notifications, and an API integration with its accounting software. The knowledge base grew from 160 articles and 18 videos to 1,152 articles and 82 videos, generating 150,000 help center visits; Answer Bot handled many weekend inquiries. As a result CSAT rose from 71% to 82%, 60% of tickets were processed in under 24 hours, and agents gained faster workflows and better customer context—while EBP plans further omnichannel and internal knowledge improvements.

EBP

Grégoire Leclercq

Deputy Managing Director