Case Study: Brightidea achieves 96% customer satisfaction and 10-minute first response with Zendesk

Great Customer Service Extends Beyond The Support Team

Brightidea, a business software company with offices in San Francisco and New York, needed a better shared space for sales, support and engineering to organize, collaborate and share customer information. The challenge was exposing ticket history and customer data across teams so everyone — from account managers to developers — could deliver a consistent, informed customer experience.

Brightidea implemented Zendesk with SugarCRM and JIRA integrations, enabling two-way ticket sharing between support, sales and engineering and giving teams access to the same customer data. Using macros, custom views, ticket-to-article linking and GoodData reporting, the company achieved 96% customer satisfaction and an average first response time of 10 minutes, while gaining greater data visibility and scalable support workflows.

Brightidea

Anthony Madama

Technical Support Manager