Case Study: Forever New achieves 73% faster first response times with Zendesk Support

First response time to 250 stores improved by 73%

Forever New is an Australian fashion brand that grew from a 2006 startup into a global retailer with 250 stores across nine countries. Rapid expansion strained a small IT team that struggled to manage rising volumes of internal support requests from disparate channels and locations, creating delays and visibility problems for employees and management.

Forever New implemented Zendesk Support with partner Lovestock & Leaf to centralize tickets, knowledge, SLAs, routing and self-service. The two-week transition and minimal training unlocked faster handling and better reporting: the IT team scaled to support 400 employees, solved 12,000 tickets in six months, reduced duplicate follow-ups, and cut first response time by 73% (from ~90 minutes to under 24 minutes), improving resolution speed and satisfaction.

Forever New

Matt Keays

General Manager of IT