Case Study: Fossil Group achieves unified omnichannel support across 14 brands with Zendesk

Fossil consolidated tools to support 14 brands with Zendesk

Fossil Group—a four-decade global watchmaker that expanded into wearables with the 2015 acquisition of Misfit—faced rising complexity: more than 300 wearables, 5,000+ weekly inquiries across channels, a 150‑agent support organization, and many siloed regional tools. The challenge was to modernize and unify omnichannel customer care across 14 brands and 21 languages while preserving existing knowledge and minimizing disruption.

Fossil standardized on Zendesk (Support, Chat, Guide), using Multibrand, Knowledge Capture, integrations (homegrown CRM, Google Play, JIRA, Shopify) and a new self‑service portal. In about a month teams built branded workflows, improved visibility into agent productivity and SLAs, reduced tool sprawl, sped up onboarding and troubleshooting, and gained analytics and time savings that help scale support as wearables volume grows.

Fossil Group

Zac Garcia

Manager of Global Customer Care Operations