Case Study: Expedia Affiliate Network achieves 60% faster affiliate onboarding with Zendesk

Expedia - Customer Case Study

Expedia Affiliate Network (EAN), a global travel partner program operating across the Americas, Asia Pacific and Europe, struggled with fragmented, ad hoc support — teams relied on individual contacts and had almost no visibility into ticket sources or customer needs, which hampered onboarding and support effectiveness.

By implementing Zendesk Support and Guide (including live support features) to capture internal knowledge and track tickets, EAN gained clear visibility into issues and customer needs. The change streamlined processes and accelerated onboarding, improving new affiliate onboarding by 60% while making support workflows far more transparent and efficient.

Expedia

Mike Cartwright

Chief of Partner Solutions