Case Study: Federal Communications Commission achieves 85% taxpayer savings and faster complaint resolution with Zendesk Support

FCC saving taxpayers 85% with Zendesk CX solution

The Federal Communications Commission (FCC) needed to modernize its 15-year-old, on-premise consumer complaints system and replace 18 outdated complaint forms so citizens could more easily report issues like robocalls, carrier disputes, and signal problems. With congressional pressure to improve public access and the complexity of coordinating 18 Bureaus, roughly 1,500 carriers, and a target audience of 320 million Americans, building a custom system was estimated at $3.2 million and 1–2 years of work.

Instead, the FCC implemented Zendesk Support as the Consumer Help Center, a SaaS solution that went live in six months and delivered an 85% cost savings. The new platform enables ticketing via web and email, real-time complaint status for consumers, at least a 10-day reduction in carrier response time, and automated workflows that can process complaints in as few as three clicks—benefiting 75 full agents and nearly 1,300 light agents while increasing transparency and agency-wide adoption.

Federal Communications Commission

Dustin Laun

Contractor and Senior Advisor of Innovation and Technology